Returns & Refunds Policy for Primecraft Kitchenware

Effective Date: 2 May 2026.

 Mobile 0739-819879| Shop F1E-147, First Floor, OTC Whole Sellers Building, Nairobi, Kenya, 62092-00200 Nairobi

We want you to love your new kitchen tools, utensils and products.

However, if you are not completely satisfied or if an item arrives damaged, this policy outlines your rights and obligations.

1. Change of Mind (Buyer’s Remorse)

Because kitchen utensils come into contact with food, hygiene is critical.

Timeframe: You have 7 days from the date of delivery to request a return for a change of mind.

Condition: Items must be unused, unwashed, in original packaging, and with all tags/labels attached.

Shipping Cost: You are responsible for the cost of shipping the item back to our warehouse in Kenya.

Result: We will issue a store credit or gift voucher (not a cash refund) for the product price. Original shipping fees are nonrefundable.

2. Faulty, Damaged, or Incorrect Items (Your Legal Rights)

Under the Kenyan Consumer Protection Act, you are entitled to a full remedy if the product is defective or not as described.

Timeframe: You must inspect your order immediately upon delivery. You have 48 hours (2 days) to report a problem via email/WhatsApp/phone call.

What to do: Take a photo or video of the damage/defect and send it to Mobile WhatsApp 0739-819879.

In the message, state the date of purchase, your name and location.

Result: We will offer ONE of the following:

• • Full Refund (original payment method or MPesa).
  • Replacement (we ship a new one for free).
  • Repair (if applicable for metal/wooden utensils).

3. How to Return an Item (The Process)

Step 1: Contact us via [Email/WhatsApp] with your Order Number and the reason for return.

Step 2: Wait for a "Return Authorization" confirmation. Do not ship items back before receiving this confirmation.

Step 3: Pack the item securely (to prevent breakage during transit).

Step 4: Ship the item to: Haron Mogeni, Shop F1E-147, First Floor, OTC Whole Sellers Building, Nairobi.

4. Non-Returnable Items (Please read carefully)

For hygiene and safety reasons, we cannot accept returns on the following items unless they arrive damaged/sealed:

• Knives & Sharp Tools (once unsealed).
• Wooden utensils (spoons, chopping boards) once used or washed.
• Bamboo or porous material items.
• Utensil sets if the individual box is opened (to prevent missing pieces).
• Clearance or "Final Sale" items.

5. Refunds (How you get your money back)

 MPesa: Refunds are processed within 3-5 business days after we inspect the returned item. We will pay directly to the phone number used for payment.

 Bank Transfer: Allow up to 7 business days.

 Card Payments: Refunds go back to your card. Your bank may take 5-10 days to reflect this.

6. Shipping Costs for Returns

Thank you for shopping with us! We promise to resolve any return issues quickly and fairly. Cook happy, shop confident – and come back anytime.