Return Policy

Last Updated: 31/12/2025

This Return Policy explains the conditions, procedures, and timelines for returning products purchased through SMC Smart Shop (“SMC Smart Shop,” “we,” “us,” or “our”). SMC Smart Shop operates as a multi-vendor online marketplace, meaning products may be sold either directly by SMC Smart Shop or by independent third-party vendors.

By placing an order on the Platform, you agree to this Return Policy in addition to our Terms and Conditions, Refund Policy, and applicable laws, including the Kenya Consumer Protection Act.

1. Business Information

Business Name: SMC Smart Shop
Address: Western Heights, Karuna Rd, Westlands, Nairobi, Kenya
Phone: +254 755 255 502
Email (Returns & Abuse): abuse@smcsmart.shop

2. General Return Principles

  • We aim to ensure customer satisfaction while maintaining fairness to vendors.
  • Returns are subject to eligibility criteria, product condition, and vendor-specific terms.
  • Not all products are eligible for return.
  • SMC Smart Shop reserves the right to reject returns that do not meet this policy.

3. Return Eligibility

You may be eligible to return a product if:

  • You received an incorrect item
  • The item is damaged or defective upon delivery
  • The item is not as described on the product listing
  • The product has a manufacturing defect
  • The vendor’s return policy allows a return for change of mind

All returns are subject to verification.

4. Items Not Eligible for Return

Unless required by law, the following items cannot be returned:

  • Perishable goods (food, flowers, plants)
  • Digital products or downloadable content
  • Gift cards, vouchers, and prepaid services
  • Personalized or custom-made products
  • Intimate, hygiene, or cosmetic items once opened
  • Products marked as “Final Sale” or “Non-Returnable”
  • Items damaged due to misuse, negligence, or unauthorized modification

5. Return Timeframes

Return requests must be submitted within the following timelines:

  • Damaged, defective, or incorrect items: Within 48 hours of delivery
  • Standard eligible returns: Within 7–14 days of delivery (depending on vendor policy)
  • Change-of-mind returns: Only where explicitly allowed by the vendor

Requests submitted after the applicable period may be declined.

6. Condition of Returned Items

Returned items must:

  • Be unused, unworn, and unaltered (unless defective)
  • Be in original packaging with tags, manuals, and accessories
  • Include proof of purchase (order number or receipt)

Items failing inspection may be rejected and returned to the customer.

7. How to Initiate a Return

Step 1: Submit a Return Request

Log into your account or contact customer support with:

  • Order number
  • Reason for return
  • Photos or videos showing the issue (if applicable)

Requests may also be emailed to abuse@smcsmart.shop.

Step 2: Return Authorization

If approved, you will receive return instructions, including the return address and reference number.

Step 3: Ship the Item

Follow the provided instructions carefully. Unauthorized returns may be rejected.

8. Return Shipping Costs

  • Customers are responsible for return shipping costs unless:
    • The item is defective
    • The wrong item was delivered
    • The item was damaged during delivery
  • International return shipping fees, customs charges, and duties are the customer’s responsibility unless otherwise stated.

Shipping costs are non-refundable unless required by law.

9. Inspection and Outcome

Once the returned item is received:

  • The item will be inspected within a reasonable timeframe
  • If approved, a refund, replacement, or exchange will be processed according to the Refund Policy
  • If rejected, the item may be returned to the customer at their expense

10. Exchanges and Replacements

  • Exchanges are subject to product availability and vendor approval
  • Replacement items may take additional time to ship
  • Price differences may require additional payment or partial refunds

11. Vendor-Specific Return Policies

Each vendor may set additional return conditions provided they comply with applicable law.

  • Customers should review vendor return terms before purchase
  • In case of conflict, this Return Policy and applicable law will prevail

SMC Smart Shop may assist in resolving disputes but is not obligated to override lawful vendor policies.

12. International Returns

For international orders:

  • Returns are subject to this policy
  • Customs clearance delays are beyond our control
  • Import duties, taxes, and clearance fees are non-refundable

Customers must comply with their country’s import and export regulations.

13. Abuse and Misuse of Returns

We reserve the right to:

  • Refuse returns showing signs of abuse or fraud
  • Suspend accounts with repeated excessive return requests
  • Investigate and take action against misuse

Report abuse to abuse@smcsmart.shop.

14. Legal Rights

This Return Policy does not limit any statutory rights under Kenyan law or applicable international consumer protection regulations.

15. Changes to This Return Policy

We may update this Return Policy at any time. Changes will be effective once posted on the Platform. Continued use of the Platform constitutes acceptance of the revised policy.

16. Governing Law

This Return Policy is governed by the laws of the Republic of Kenya, and disputes shall be subject to Kenyan jurisdiction.

17. Contact Us

For return requests, questions, or complaints, contact:

SMC Smart Shop
Western Heights, Karuna Rd
Westlands, Nairobi, Kenya
📞 +254 755 255 502
📧 abuse@smcsmart.shop

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