Effective Date: 1st November 2025

At Shine Kitchenware (“we,” “our,” or “us”), your satisfaction is our top priority. This Return & Refund Policy outlines your rights, procedures, and obligations for returning products or requesting a refund, ensuring a transparent, fair, and efficient process.

1. Return Eligibility

To qualify for a return:

• Items must be unused, undamaged, and in their original packaging with all accessories and manuals included.

• Proof of purchase, such as an invoice or receipt, is required.

• Returns must be initiated within 14–30 days of delivery, depending on the product category.

• Important: Goods must be returned within 7 days for certain categories as specified at the time of purchase.

Non-returnable items include:

• Permanently installed appliances (e.g., built-in cookers or fixed kitchen units)

• Products that have been assembled, modified, or customized in a manner that prevents resale

• Custom-made or made-to-order equipment tailored to your order

Note: Shine Kitchenware reserves the right to refuse returns that do not meet these criteria.

2. Initiating a Return

To start a return:

• Contact our customer support team via:

  • Email: deals@shinekitchenware.co.ke

  • Phone: +254 710 508 590

  • Or at agreed drop-off location

Provide the following details:

• Order number

• Product name(s)

• Reason for the return

Our team will issue a Return Authorization and provide the return address and instructions.

Return Options:

• By mail

• In-store return

• Nearest designated drop-off point

Note: All returns must be authorized by Shine Kitchenware; unauthorized returns may not be accepted.

3. Return Shipping

• Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrectly supplied.

• We recommend using a trackable shipping service to ensure safe delivery.

• Shipping costs for returns are non-refundable unless the return is due to our error.

• For high-value products, consider shipping insurance, as Shine Kitchenware is not liable for items lost in transit.

4. Damaged, Defective, or Incorrect Items

If your item is:

• Damaged

• Defective

• Incorrect

Follow these steps:

1. Report within 48 hours of delivery

2. Provide clear photographic evidence

We will assess the issue and offer:

• Repair

• Replacement

• Full refund

All corrective actions are at no additional cost to you.

5. Refund Process

• Once your return is received and inspected, we will notify you via email regarding approval or rejection.

• Approved refunds will be processed to your original payment method within 3–7 business days (3 days processing for standard items, up to 7 days for special cases).

Refunds may be adjusted if:

• Only part of the order is returned

• Items are returned in damaged condition

• Returns are initiated after the eligible period

6. Exchanges

• Exchanges are allowed for defective or damaged items.

• Exchanges for a different model, size, or variant will be evaluated case-by-case.

• To initiate an exchange, follow the same process as for returns.

• Note: Items cannot be exchanged for products of a different category.

7. Late or Missing Refunds

If more than 7 business days have passed since your refund was approved:

1. Check your bank or payment account

2. Contact your bank or payment provider (processing times may vary)

3. If unresolved, contact us at deals@shinekitchenware.co.ke

8. Contact Us

For all questions regarding returns, refunds, or exchanges:

• Email: deals@shinekitchenware.co.ke

• Phone: +254 710 508 590

• Address: Along Ladhies Road, Nairobi, Kenya

Our customer support team is committed to responding promptly and professionally.

9. Acceptance of Policy

By placing an order with Shine Kitchenware, you acknowledge that you have read, understood, and accepted this Return & Refund Policy.