COMPLAND RETURN POLICY
Requirements
- Proof of purchase (order number or invoice)
- The reason for return has to be valid, and return acceptance conditions have to be met (check out below).
- Return method
- The refund method that you would like and the necessary information associated with it (bank account number, etc.)
Should there be any item damaged due to our transportation, the customer is required to contact our customer service within 24 hours for claim purposes. In this case, the customer is required to send back all items, including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once the product is retrieved, we will perform a quality check. If the quality check determines that the malfunction/damage cannot be resolved by our partners, we will proceed with a refund. This will happen within 14 days from when your return request was submitted. Note that if the quality check is unsuccessful, the customer will not be refunded and will be sent the product back.
Any return(s) must be:
| Reasons for return | New Condition | Sealed condition | complete (free gifts,
accessories, original packaging |
| Delivery – Wrong Product | YES | YES | YES |
| Quality – Damaged
Product |
NO | NO | YES |
| Quality – Defective | NO | NO | YES |
| Delivery – Parts Missing | YES | NO | No |
| Website – Incorrect
Content |
YES | YES | YES |
| Product – Does Not Fit – item not fitted, e.g. item delivered does not fit the customer.
(Not applicable to some fashion items, check the return policy on the product page.) |
YES | YES | YES |
| Customer – Change of Mind
(Not applicable to some product categories, check the return policy on the product page.) |
YES | YES | YES |
| not as expected. | YES | YES | YES |
The below items can ONLY be returned on the spot with our rider or at the pickup station: 1. Innerwear, swimsuits, gym wear, and sleep wear.
- Earphones, memory card, chargers, cable, flash/floppy disks, Bluetooth, hard drive, CD/DVD software, and vinyl
- Books.
- Perfumes.
- Jewelry.
- Beddings.
- Health and Wellness.
- Adult toys.
How to Return an Item (Customer Guide):
Customers are required to call or write to the office with any issue in relation to returning an item for guidance.
Return Timelines
Items that meet the above criteria for return have to be returned within a period of 7 days from the delivery date. After this period, we do not accept returns. We advise the customer to contact the manufacturer if the product has a warranty.
How does the customer return the item?
Compland is supposed to make 3 attempts within 3 working days to pick-up the returned item after the customer submits the return request. However, if Compland is unable to get in touch with the customer, the item will have to be returned to the Compland hub/warehouse at the customer’s own cost.
Is my product under warranty?
Ask the customer to promptly contact our able customer care on 0702000900 with order details for further guidance.
If a returned product is not validated for refund, how does the customer get informed?
If a return is invalid, Compland will call the customer to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Note that we will make two (2) attempts to return the product to the customer.
However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting the customer’s collection.
If the customer does not collect the product within these seven (7) days, it will be deemed forfeited, and we will dispose of it in accordance with Kenyan law.
Does the customer have to return all products in one order?
No, only items that have issues can be returned.
Can customers return items after the timeline to return them has expired?
Sorry, returns are not possible after the 7-day return period.
Should customers return the free gift when returning a product?
Yes, any free gift must also be returned.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to Compland. T&C Applies