Returns & Refund Policy

Effective Date: 

Kenehis Innovation Limited (“Kenehis Innovation”, “we”, “our”, or “us”) operates a multi-vendor e-commerce marketplace that connects buyers with independent sellers (“Vendors”). This Returns & Refund Policy explains the conditions under which products may be returned or refunded when purchased through our platform.

By placing an order on our website, you agree to this policy.

1. Marketplace Disclaimer

Kenehis Innovation Limited acts as a marketplace facilitator and logistics intermediary. Products listed on our platform are sold by independent Vendors, and return/refund eligibility may vary by product category and Vendor policy.

This policy sets the minimum standard applicable across the platform.

2. Eligible Items for Return

You may be eligible to return a product if:

• The item received is damaged, defective, or broken upon delivery
• The wrong item, size, color, or quantity was delivered
• The item is significantly not as described on the product page
• The product was lost in transit and confirmed by our logistics partner

3. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded unless faulty:

• Custom-made, personalized, or made-to-order products
• Perishable goods (food items, flowers, etc.)
• Underwear, swimwear, and intimate apparel (for hygiene reasons)
• Digital products, software, or downloadable content
• Items marked “Final Sale” or “Non-Returnable”
• Items damaged due to misuse, negligence, or improper handling

4. Return Request Timeframe

• Return requests must be submitted within 7 days of delivery
• Items must be unused, unwashed, and in original packaging where applicable
• Proof of purchase (order number or receipt) is required

Late requests may be declined.

5. How to Request a Return

To initiate a return:

1. Contact our customer support via email or dashboard within 7 days
2. Provide order number, reason for return, and supporting photos/videos
3. Await approval and return instructions
4. Ship the item as directed

Unauthorized returns will not be accepted.

6. Return Shipping Costs

• If the return is due to vendor error, damaged, or defective product, return shipping costs may be covered
• If the return is due to change of mind or personal preference, return shipping costs are borne by the buyer
• International returns may attract higher shipping costs

7. Inspection & Approval

Returned items will be inspected by the Vendor or Kenehis Innovation (where applicable). Approval depends on:

• Compliance with this policy
• Condition of the item upon return
• Verification of reported issues

We reserve the right to reject returns that fail inspection.

8. Refund Options

Approved refunds may be issued as:

• Refund to original payment method
• Store credit or wallet balance
• Replacement or exchange (where available)

Refund method depends on Vendor policy and product category.

9. Refund Processing Time

• Refund processing begins after return approval
• Processing time: 7–14 business days
• Bank or payment gateway delays may apply

Shipping fees, customs duties, and taxes are non-refundable, unless otherwise stated.

10. Importation & Customs Considerations

For imported goods:

• Customs duties and clearance charges are non-refundable
• Delays caused by customs or regulatory agencies do not qualify for refunds
• Buyers are responsible for providing accurate delivery information

11. Order Cancellations

• Orders may be cancelled before shipment confirmation
• Once shipped, cancellation is not guaranteed
• Special or bulk orders may not be eligible for cancellation

12. Vendor-Specific Policies

Some Vendors may offer more flexible return or exchange terms. Where Vendor policies differ, the Vendor’s policy will apply, provided it does not violate Nigerian consumer protection laws.

13. Dispute Resolution

If a dispute arises:

• Buyers should first contact Customer Support
• Kenehis Innovation may mediate disputes between Buyers and Vendors
• Decisions made in good faith are final, subject to applicable laws

14. Abuse & Fraud Prevention

We reserve the right to:

• Reject suspicious or excessive return requests
• Suspend accounts engaged in abusive return behavior
• Take legal action in cases of fraud or misrepresentation

15. Changes to This Policy

This policy may be updated periodically. Changes will be posted on this page with a revised effective date. Continued use of the platform constitutes acceptance.

16. Contact Information

For return or refund requests, please contact:

Kenehis Innovation Limited
📍 Port Harcourt, Rivers State, Nigeria
📧 Email: [Insert Official Support Email]
📞 Phone: +2347055285756