Refund and Returns Policy - Wikom Shoppers

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we might not offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

If we deliver an incorrect or damaged item (damage that has been caused by us), we will happily replace the item at no additional cost to you. For us to replace such items, customers will need to notify the delivery driver of their observation at the point of delivery. Once customers have taken delivery of their order and signed confirming this, they take ownership of the items and WIKOM will be unable to accept any returns. For this reason, we ask customers to carefully check and confirm the accuracy of their order with the delivery driver before acknowledging receipt by signing. WIKOM will not accept returns for items that have no material damage to them. Products that are materially intact but whose packaging may have scratches, peels, tearing, dents, discolouration, rust, or any other aesthetic impairment that does not affect the taste, functionality or integrity of the actual product may not be accepted by WIKOM as a return.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If an item you ordered is unavailable, we will continue to check for the item until it is back in stock. If, after our checks, the item remains out of stock, any credit due to you will be added to your WIKOM E-Wallet. We do not process refunds to bank accounts.

Returns shall also be possible if the product received differs from that in the product description.

Refunds shall be processed within 24 hours.

In instances where your address is not within our delivery coverage locations or we later receive a payment which did not reflect in our account at the time you made it, we may process a refund to your account after deducting relevant bank charges.

The customer shall contact customer service ONLY either through our chat platform or by phone (+2547 5555 88 58) to discuss issues or returns

Delivery personnel shall not wait for customers to check orders before they leave. All complaints should go to customer service

ONLY.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

We only refund cash by transfer in the unlikely cases of missing items, switch errors or damaged inventory.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are wrong, damaged, defective, incomplete, wrong-size, and counterfeit items can be returned (Ensure items are reported within the shortest time possible to facilitate an easy return process).

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: support@wikom.co.ke.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Cancellations

When we receive customer orders, we begin processing them immediately. Thus once an order has been paid for, WIKOM is unable to accept a cancellation of the order, neither is WIKOM able to process a refund (either to the customer’s WIKOM E- Wallet or their bank account). This, however, does not affect your rights to a refund in the event that an incorrect or damaged item is delivered.