Refund and Returns Policy

Refunds and Returns Policy

Effective Date: 4th October 2024

At Suitcase Savvy, we aim to ensure that our customers are completely satisfied with their purchase. We understand that sometimes things may not go as expected, so we have established this Refunds and Returns Policy to provide clear guidelines for returning products and obtaining refunds.

Please read this policy carefully before making a purchase or requesting a return. By purchasing from suitcasesavvyke.com, you agree to the terms of this Refunds and Returns Policy.

1. Eligibility for Returns

You may return products purchased from Suitcase Savvy within 14 days of receiving your order, provided the following conditions are met:

  • The product must be unused and in its original condition.
  • The product must be in its original packaging, with all tags, accessories, and documentation included.
  • You must provide proof of purchase (such as an order confirmation email or receipt).

Items that do not meet these conditions may not be eligible for a return or refund.

2. Non-Returnable Items

Certain products are not eligible for return, including:

  • Customized or personalized items
  • Sale or clearance items marked as non-returnable at the time of purchase
  • Gift cards
  • Damaged items due to improper use by the customer

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email us at [email protected] within 14 days of receiving your order. Include your order number, the product(s) you wish to return, and the reason for the return.
  2. Approval: We will review your request and provide you with instructions on how to return the product if your return is approved. You will receive a Return Authorization Number (RAN) that must be included in your return package.
  3. Return the Product: Once your return is approved, you must ship the product back to us within 7 days. We recommend using a trackable shipping method to ensure your return reaches us safely.

Return Address:

Suitcase Savvy
Syokimau, Ellan Park Access Road
Nairobi, Kenya

Please note: Customers are responsible for all shipping costs associated with returning the product, unless the return is due to a defect or error on our part.

4. Refunds

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If your return is approved, the following applies:

  • Full Refund: A full refund will be issued for eligible products, excluding shipping fees. Shipping costs are non-refundable unless the return is due to our error (e.g., defective or incorrect item).
  • Refund Method: Refunds will be issued to the original payment method used for the purchase. Please allow 7-10 business days for the refund to appear in your account after approval.

If the product is found to be damaged, used, or missing parts not due to our error, we may reject the refund request or offer a partial refund at our discretion.

5. Exchange Policy

If you wish to exchange a product for a different size, color, or model, the process will follow our return procedure. Once the original item is returned and inspected, we will send the replacement product (subject to availability). The customer is responsible for any shipping costs associated with the exchange.

6. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at [email protected]. We will arrange for a return or replacement at no cost to you. Please provide us with:

  • Your order number
  • A description of the defect or damage
  • Photos showing the issue (if applicable)

Damaged or defective items must be reported within 7 days of delivery.

7. Late or Missing Refunds

If you haven’t received your refund after 10 business days, please:

  1. Check with your bank or credit card company, as there may be processing delays.
  2. Contact us at [email protected] for further assistance if you still have not received your refund.

8. Return Fees

  • Customer-Initiated Returns: If the return is due to personal preference or a change of mind, the customer will be responsible for shipping costs.
  • Returns Due to Error/Defect: If the return is due to our error or a defective product, Suitcase Savvy will cover all shipping costs.

9. Cancellations

If you wish to cancel your order, please contact us at [email protected] as soon as possible. Orders that have already been shipped cannot be canceled. You may return the product following the standard return process once it is delivered.

10. Contact Information

If you have any questions, concerns, or need assistance with a return or refund, please reach out to our customer support team:

We are committed to resolving any issues and ensuring your satisfaction with our products and services.

Thank you for shopping with Suitcase Savvy! We value your business and are here to assist you with any questions or concerns regarding your purchase.