Refund and Returns Policy
At Wira Gifts, we value your satisfaction and strive to provide you with the best shopping experience. If you are not 100% satisfied with your purchase, you can return the product for a full refund or exchange it for another item of similar value.
Conditions for Returns
- The product must be in the same condition you received it.
- A receipt or proof of payment is required to process the return.
- Returns and refunds are not applicable to personalized or custom-engraved products.
- Returns must be initiated within 72 hours (3 days) of delivery. We cannot accept return requests after this period.
Steps to Follow for Damaged or Faulty Products
1. Notify Wira Gifts Immediately
Reach out to our customer care team promptly via any of our official channels:
Call or WhatsApp: +254 700 821 371
Email: [email protected]
2. Provide Necessary Details
To expedite your request, please provide:
- Product name and order number (if ordered via the website).
- Customer delivery location, order date, and delivery date.
- A clear description and photos/video of the defect or damage on the item.
3. Prepare the Item for Return
- Ensure the product is in its original packaging with all labels and protective films intact.
- Include any free promotional items, gifts, or accessories received with the product.
4. Returning the Product
- Where possible, hand over the damaged or faulty product to the delivery rider during the return process, or return to our physical store at Nairobi CBD, Tsavo Rd, Koone Shopping Mall, Shop 6E, Ground floor.
- Once we receive and evaluate the returned product, we will notify you via WhatsApp, SMS, or phone call regarding the status of your refund or replacement request. If approved, your refund or exchange will be processed promptly.