AIRDUKA SHOP

RETURN AND REFUND POLICY

Thank you for shopping at AIRDUKA SHOP. If for any reason, you are not completely satisfied with a purchase, we invite you to review our policy on refunds and returns. The following terms are applicable for any products that You purchased with Us.1. Definitions

For the purposes of this Return and Refund Policy:

• “Item(s)” or “package(s)” refer to the products offered for sale on the Service.
• “Orders” mean a request by You to purchase Goods from Us.
• “Service” refers to the Website/Mobile Application.
• “Website” refers to AIRDUKA SHOP, accessible from https://airduka.com/
• You” means the individual accessing or using the Site or mobile application, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

2. Your order cancellation rights

2.1 You are entitled to cancel Your Order without giving any reason for doing so.

2.2 In order to exercise Your right of cancellation, you must inform the Merchant and Us of your decision by means of a clear statement. You can inform us of your decision by:

• By email: [email protected]
• By phone number: (+254)111 108-000

2.3 Cancellation of item(s) can only happen if the order has not been confirmed. The buyer will be unable to cancel an order once it has been confirmed.

2.4 Merchants are obligated to complete the sale when a buyer maKes a purchase. However, we understand that there may be circumstances in which orders need to be cancelled.

2.5 When a merchant cancels an order, a full refund will be issued automatically3. Conditions for returns

3.1 To ensure your return/refund request is processed as quickly as possible you are responsible for the following when returning your products;

• a) Package your products safely and securely for protection during transit;
• b) Include all accessories and parts that were sold with the product including the free promotional items that came with the purchase;
• c) Provide proof of purchase (order number, invoice, etc.)
• d) Provide reason for return (has to be valid and return acceptance conditions met)

3.2 Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

3.3 We reserve the right to refuse returns of any product that does not meet the above return conditions at our sole discretion.

3.4 Once you start a return, the merchant has 3 business days to resolve your issue. If your problem isn’t solved at the end of those 3 days, you can ask us to step in and help.

3.5 If you’ve changed your mind and no longer want to return your item, you can cancel your return request by contacting the merchant or by contacting our customer care service. Please note that you are responsible for the cost and risk arising from this.4. Items eligible for returns

4.1 You can request a return for all eligible items if:

• a) You receive a wrong, damaged, defective, product standard/quality or incomplete item.
• b) You change your mind, with the exception of items listed in Clause 5.

4.2 Note that for a changed mind, the return has to be authorized by the merchant.

4.3 When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging.5. Items not eligible for returns

Please note that where a merchant has a returns and refunds policy, these items may vary based on that policy;

• a) Products that have been altered from their original or opened by unauthorized personnel without permission;
• b) Products that are classified as hazardous materials or use flammable liquids or gases;
• c) Perishable goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher;
• d) Products in the beauty, health, sexual wellness and personal care category;
• e) Blank/Educational Media, CDs/DVDs, Ink Toners, Music, Movies and Software;
• f) Product with tampered or missing serial Universal Product Code numbers (UPC);
• g) Products damaged due to misuse;
• h) Jewellery, innerwear, bed sheets, lingerie and socks; and
• i) Products listed in the merchant’s returns policy as “non-returnable”.

6. How to request to return an item

6.1 A return can be initiated within 7 days or where a merchant has a returns policy, within the time stipulated in the merchant’s Returns Policy.

• a) Package your products safely and securely for protection during transit;
• b) Include all accessories and parts that were sold with the product including the free promotional items that came with the purchase;
• c) Provide proof of purchase (order number, invoice, etc.)
• d) Provide reason for return (has to be valid and return acceptance conditions met)

3.2 Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

3.3 We reserve the right to refuse returns of any product that does not meet the above return conditions at our sole discretion.

3.4 Once you start a return, the merchant has 3 business days to resolve your issue. If your problem isn’t solved at the end of those 3 days, you can ask us to step in and help.

3.5 If you’ve changed your mind and no longer want to return your item, you can cancel your return request by contacting the merchant or by contacting our customer care service. Please note that you are responsible for the cost and risk arising from this.4. Items eligible for returns

4.1 You can request a return for all eligible items if:

• a) You receive a wrong, damaged, defective, product standard/quality or incomplete item.
• b) You change your mind, with the exception of items listed in Clause 5.

4.2 Note that for a changed mind, the return has to be authorized by the merchant.

4.3 When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging.5. Items not eligible for returns

Please note that where a merchant has a returns and refunds policy, these items may vary based on that policy;

• a) Products that have been altered from their original or opened by unauthorized personnel without permission;
• b) Products that are classified as hazardous materials or use flammable liquids or gases;
• c) Perishable goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher;
• d) Products in the beauty, health, sexual wellness and personal care category;
• e) Blank/Educational Media, CDs/DVDs, Ink Toners, Music, Movies and Software;
• f) Product with tampered or missing serial Universal Product Code numbers (UPC);
• g) Products damaged due to misuse;
• h) Jewellery, innerwear, bed sheets, lingerie and socks; and
• i) Products listed in the merchant’s returns policy as “non-returnable”.

6. How to request to return an item

6.1 A return can be initiated within 7 days or where a merchant has a returns policy, within the time stipulated in the merchant’s Returns Policy.

6.2 We recommend you inspect your order as soon as it is delivered to you and acknowledge whether you are satisfied with the order or not.

6.3 If the package was delivered to you and you requested a pick-up, our delivery agent will call you to schedule a retrieval. Only 2 attempts will be made to retrieve the item/items. If unsuccessful, you will be required to personally return the package to the merchant.

6.4 If you choose to return the items to the merchant, you are responsible for the cost and risk of returning the items. We cannot be held responsible for goods damaged or lost in return shipment.

6.5 Items should be returned within the time period mentioned in this policy or where a merchant has a returns policy, the time period stipulated in the merchant’s Returns Policy.

6.6 Merchants will not be able to accept returns after the time period mentioned in this policy or the merchant’s Returns Policy.

6.7 When a buyer has an issue with the product after the return period, and the product has a warranty, he/she can get in touch with the brand or an authorised service centre of the brand to claim the warranty for the product.

6.8 Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

6.9 Once your product is retrieved, a quality evaluation will be performed by the Merchant.

6.10 Returned items will be redelivered to you if we cannot validate your reason for returning them.

6.11 We will keep you updated by email and SMS about the status of your return.

6.12 The following will NOT be regarded as defects and will not entitle you to a return:

• a) faults resulting from normal wear and tear;
• b) damage arising from negligence, user abuse or incorrect usage of the product;
• c) damage arising from electrical surges or sea air corrosion;
• d) damage arising from a failure to adequately care for the product; and
• e) damage arising from unauthorized alterations to the product.

6.11 Please call or email our customer care service at +(254)111 108-000 or [email protected] in case of any issues.7. Refund/replacement

7.1 Refunds are given when:

• The merchant cannot provide a replacement
• A dispute has been ruled in your favour in line with Buyer Protection
• Merchants allow refunds on select categories under certain conditions

7.2 The refund/replacement time starts after your item has been retrieved by the delivery agent or dropped off at the merchant.

7.3 A replacement is initiated after the originally delivered item is picked up or dropped off at the Merchant.

7.4 A quality evaluation of your returned product will be performed by the merchant. This quality evaluation process may take up to 48 hrs.

7.5 Once this is done, it will take at least 2-5 working days to process your refund via MPESA and 7-9 days via credit/debit card.

7.6 A refund/replacement notification shall be sent via email or SMS once the process is finalized

7.7 Please note that we only refund via the payment method you originally used – i.e., payment by credit card will be refunded to the same credit card, and payment by MPESA will be refunded to you to the same MPESA Account used.

7.8 For items purchased on sale or using a voucher, the amount refunded will be the exact amount paid and not its original value.

7.9 Any costs associated with the refund/payment reversal shall be borne solely by the Buyer.8. Buyer Protection program

In case a buyer has any unsolved dispute with a merchant, you can contact our customer support service for Buyer Protection. The concern will be looked into by us on a case-to-case basis.9. Abusive buyer policy

We want to make sure AIRDUKA SHOP is a safe place to sell. In order to do that, we hold our buyers to certain standards.

Buyers may not:

• a) Demand something not offered in the original listing
• b) Make false claims
• c) Misuse returns
• d) Misuse AIRDUKA SHOP’s messaging or bidding
• e) Abuse AIRDUKA SHOP’s buyer protection programs

10. Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

• By email: [email protected]
• By phone number: (+254)111 108-000