Introduction
This Returns & Refund Policy applies to purchases made on www.enanstores.com and is valid within Kenya. By shopping with us, you agree to the terms below. Returns are accepted if the product is defective, incorrect, or not as described. Change-of-mind returns are not accepted.
1. Eligibility for Returns & Refunds
a. Defective Products
We accept returns, exchanges, or repairs for products that are defective due to manufacturing errors.
Products are covered under our 12-month warranty from the date of purchase.
b. Non-Defective Products
If you receive a product that is not as described, the wrong item was sent, or you change your mind, you may request a return within 7 days of delivery. Products must be unused, in original packaging, and in resellable condition. In some cases, a small restocking fee may apply.
2. Conditions for Returns
Products must include all original accessories, manuals, and documentation. Items damaged due to misuse, unauthorized repairs, or accidental damage are not eligible for return. Proof of purchase (invoice, order confirmation, or receipt) from Enan Stores is required.
3. Return & Refund Process
a. Contact Us
To initiate a return, please contact us at:
Email: info@enanstores.com
Phone: +254 731 451 401
within the return window. Provide order details and reason for return.
b. Evaluation
Our team may request photos, videos, or inspection of the product before approval.
c. Return Authorization
If approved, you will receive a Return Authorization (RA) number and instructions. Unauthorized returns will not be accepted.
d. Shipping
Customers cover the cost of returning items, unless the product is confirmed defective or incorrect.
If the product is defective or the wrong item was sent, Enan Stores will cover the replacement shipping.
e. Refunds & Replacements
Once the product is received and inspected, we will:
– Repair the item, or Replace it with the same or equivalent model, or Refund the purchase price.
f. Refund Method
Approved refunds will be issued to the original payment method (Visa, Mastercard, M-Pesa, Airtel Money, or bank transfer) within 7–14 business days.
4. Non-Returnable Items
Customized or personalized products (unless defective). Items damaged due to misuse, mishandling, or unauthorized modifications.
5. Contact Us
If you have questions about this policy, please contact us:
Enan Stores
Email: info@enanstores.com
Phone: +254 731 451 401
Address: Eaton Place, UN Cres Avenue, Nairobi-Kenya