How do I return a product I have purchased from ShopIzy?
If you want to return a product, feel free to reach out to our customer support team by shooting an email to firstname.lastname@example.org or call us on +254 710400555.
Our team will send you a return form.
Fill up the form with the details of the product you want to return and attach supporting images, especially if the product to be returned is a damaged/defective and send us via email email@example.com.
Repack the item and inserting the Return Form into the package.
After return product, please email us an EMS slip for further refund process b.) Is it possible to exchange my order instead of opting for refund?” If you wish to trade or exchange your item to a new colour or size, we request you to please return your original order and place a fresh order for your desired item. The refund for your returned order will be processed in 3- 5 working days. c.) Can I exchange a defective or faulty item?” In case you wish to exchange a faulty or incorrect product, you can get in touch with our Customer Delight Team, and send us supporting images of the products. Our team will assist to send you a “returns form”, and issue a voucher for you to place a fresh order for your desired product d.) In which situations can I request for a return?” A return can be requested in case of the following situations:
- Item was damaged or defective
- Wrong item was sent by the seller (Please note that the product image as seen on the ShopIzy website/app may or may not be an exact representation of the product shipped to you)
- Wrong size/specifications
- Item was damaged during shipping
Are there any items not eligible for return?” Yes, given below is the list of products not eligible for return:
- Lingerie and Nightwear
- Opened & used cosmetic items
- Items found with traces of wear & tear
- Electronics under warranty: In case the buyer receives the product in decent condition with no damage, but encounters problems with it after 7 days, please contact the brand of the electronic product directly
- Non-damaged, non-defective electronics with broken seals/tampered bar codes
- Can I return/exchange a part of my order?” Yes. In this case, you can send us the Service Order ID (SID) of the concerned product, and we will process your request accordinglyg. What is the time period within which a product is eligible for return?” Category No. of days (after delivery)
Fashion items 24 hours
Non- fashion items 24 hours h. Can the items be returned after the policy period?” Sorry, no items can be returned after the mentioned policy period i. Do I have to bear the shipping cost for a returned product?” You are not required to pay any shipping fee for returns. It is completely free for you! j. Do you perform a quality check before accepting a return?” Yes, all products are checked for the following conditions:
- Correct product: The product must have the original tags/name/image/brand/serial-number/article-number/barcode
- Unused product: The product should be unused, unwashed and unsoiled
- How will I receive my refund?” Refunds are processed back to the original payment method used to purchase the order. But do note that we reserve the right to modify the mechanism of processing refunds at any time without notice b. How long will it take to process my refund?” We will refund the amount within 7-14 working days. The eventual date when the amount gets credited to your account will depend on your bank’s policy and payment method used c. Can I track the status of my refund?” Yes, please feel free to write to us at firstname.lastname@example.org call us on +254 710400555 to enquire about the status of your refund
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