Effective Date: 05/06/2025
Thank you for shopping with JKLAD Supplies. We value your satisfaction and aim to provide quality products and excellent service. Please review our Return & Refund Policy below to understand your options should you need to return an item.
1. Returns Eligibility
You may return most new, unused, and unopened items within 3–5 business days of receiving your order.
To qualify for a return:
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The item must be in its original condition, unused, and in its original packaging.
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All accessories, manuals, tags, labels, and any bonus items must be included.
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Proof of purchase (receipt or order confirmation email) is required.
2. Non-Returnable Items
The following items are non-returnable:
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Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.
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Personal care, hygiene, or intimate products (if opened).
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Perishable goods (such as food or beverages).
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Customized, personalized, or made-to-order products.
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Digital products, software, or downloadable content.
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Gift cards and vouchers.
3. How to Initiate a Return
To request a return:
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Contact us within the return period at customercare@jklad.com or +254 713 380 186.
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Provide your order number, item details, and reason for the return.
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Our customer care team will review your request and provide a Return Authorization (RA) number along with return instructions.
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Carefully pack the item(s) and ship them to the provided return address.
Note:
Returns without prior authorization may not be processed. Items sent to the wrong address without following the provided instructions may be refused.
4. Return Shipping Costs
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If your return is due to our error (defective, damaged, or incorrect item), we will cover return shipping costs.
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For other reasons (e.g., change of mind, incorrect selection), the customer is responsible for return shipping charges.
5. Inspection & Approval
Once your return is received:
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Our team will inspect the item to confirm it meets the eligibility criteria.
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You will be notified via email regarding approval or rejection.
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Returns that do not meet our conditions (used, damaged, missing parts, or received after the return period) may be declined. Declined returns can either be returned to you at your cost or disposed of.
6. Refunds
If your return is approved:
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A refund will be processed to your original payment method.
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Refunds typically take 1–5 business days depending on your bank or payment provider.
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Original shipping fees are non-refundable unless the return is due to our error.
Important:
If you paid via mobile money or direct bank transfer, please provide accurate refund details.
7. Exchanges
We only replace items if they are defective, damaged upon arrival, or incorrect.
To request an exchange:
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Contact us at customercare@jklad.com with your order details.
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Exchanges are subject to product availability.
8. Damaged or Defective Items
If your order arrives damaged or defective:
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Contact us within 24 to 48 hours of delivery.
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Provide clear photos of the item(s) and packaging.
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We will arrange a replacement or refund at no additional cost to you.
9. Late or Missing Refunds
If you haven’t received your refund after the stated period:
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Recheck your bank account or payment method.
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Contact your bank, credit card provider, or payment platform (processing times may vary).
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If unresolved, reach out to us at customercare@jklad.com for assistance.
10. Policy Updates
We reserve the right to amend this Return & Refund Policy at any time. Updates will be posted on our website and take effect immediately upon publication.
11. Contact Us
For any questions or concerns, please reach out to:
JKLAD Supplies
Revlon Professional Plaza, Shop 8, Mezzanine
Email: customercare@jklad.com
Phone: +254 713 380 186