1.1 At dmrckenya.co.ke, we do everything possible to make sure that you are completely satisfied with our products. We have an authentication process that ensures that the products delivered to you are of high quality.
1.2 We will provide a full refund/credit note based on the conditions listed below:
Full Refund/Credit Note Available If:
The purchase was paid for during the ordering process and;
you received a defective item;
the ordered item(s) is lost or damaged during transit;
the ordered item(s) is past its expiry date.
1.3 If you are not fully satisfied with your purchase due to any of the above, you can return the product for a full refund/credit note or exchange. Items MUST be returned in their original packaging in an unused state. Please keep the receipt as emailed to you.
1.4 We will not accept a return request resulting from a change of mind or the picking of a wrong product from dmrckenya.co.ke. We recommend you inspect your order before you leave the collection point as we are not able to accept returned products that have been opened or used unless they are defective.
1.5 Items returned after they have left the point of collection will not be accepted.
1.6 Any products that is to be returned must be in the original packaging and unopened. If the product to be returned does not meet these conditions, we will not offer a refund.
1.7 You will not be able to get a refund/Credit Note if:
You simply change your mind
You bought an item by mistake
1.8 How to Request a Refund/Credit Note:
To request a refund, simply email us your order details, including the reason you’re requesting a refund. We take customer feedback very seriously and use it to constantly improve our quality of service.
1.9 If you have any queries, do call our help desk number +254 725 434 262 email us at firstname.lastname@example.org or contact our customer support executives through online chat. We’re here for you!
1.10 Please note:
Should you be entitled to a credit note, this will be available in your DMRCKenya account within 24 hours of the receipt and resolution of a valid complaint as provided in the refund policy during the hours of operations.
1.11 Should a refund be authorized, we will process this within 1 (one) business day, after which the reversal into your account will be subject to your payment provider’s refund policy.
1.12 We will process refunds through your original method of payment.
1.13 We will only process refund requests received within 48 hours (2 days) of initial payment.