1. Overview
At Fadhili Home Appliances, we strive to ensure our customers are satisfied with every purchase. If you are not completely satisfied, we’re here to help with returns, exchanges, and refunds under the terms below.
2. Returns Eligibility
You may request a return if:
- The item is defective, damaged, or incorrect upon delivery
- The item is unused, in its original condition, and in original packaging
- The return request is made within 7 days of delivery
Items that do not meet these conditions may not be accepted.
3. Non-Returnable Items
The following items cannot be returned:
- Products that have been used, installed, or altered
- Items without original packaging or missing accessories
- Clearance or final sale items
- Personal care appliances (for hygiene reasons) once opened
4. Return Process
To initiate a return:
- Contact us via:
- Phone/WhatsApp: +254 703 549 764
- Email: [email protected]
- Provide your order number and reason for return
- Our team will guide you on approval and return instructions
5. Refunds
- Approved refunds will be processed within 5–10 business days after inspection
- Refunds will be issued via the original payment method (e.g., M-Pesa, bank transfer)
- Shipping fees are non-refundable, unless the return is due to our error
6. Exchanges
We only replace items if they are:
- Defective
- Damaged
- Incorrect item delivered
If you need an exchange, contact us within 7 days of receiving your order.
7. Return Shipping
- Customers are responsible for return shipping costs, unless the item is defective or incorrect
- We recommend using a trackable shipping method
8. Damaged or Incorrect Items
If you receive a damaged or wrong item:
- Notify us within 48 hours of delivery
- Share photos/videos as proof
- We will arrange a replacement or full refund at no extra cost
9. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank/M-Pesa account again
- Contact your payment provider
- If still unresolved, contact us directly
10. Contact Us
For any questions regarding returns or refunds:
- 📞 Phone/WhatsApp: +254 703 549 764
- 📧 Email: [email protected]