Return & Refund policy

1. Introduction

This Return & Refund Policy explains the circumstances under which customers may request a return, exchange, cancellation, or refund for products purchased through Roshan Accessories, https://roshan.com, and related services (collectively, the "Platform").
The Platform is operated by Roshan Accessories ("we", "us", "our", or the "Company").
By placing an order through the Platform, you acknowledge and agree to this Return & Refund Policy, subject to any mandatory rights provided to you under applicable consumer-protection law.
Nothing in this policy is intended to limit or exclude rights that cannot legally be limited or excluded.

2. Eligibility for Returns

You may request a return where:

• The product is defective or damaged;
• The wrong product was delivered;
• The product does not materially correspond to its description;
• The order was otherwise incorrectly fulfilled by us; or
• The return is permitted under our applicable voluntary return policy.

Unless otherwise required by applicable law, products eligible for voluntary return must generally:

• Be returned within **[NUMBER] days** of delivery;
• Be unused or in substantially unused condition;
• Be returned with original packaging where reasonably possible;
• Include accessories, documentation, tags, or other items supplied with the product; and
• Be accompanied by reasonable proof of purchase.

We reserve the right to refuse a return where the product does not meet the applicable return requirements, except where applicable law provides otherwise.

3. Return Period

Eligible return requests must normally be submitted within 7 days after the date on which the order was delivered.
The return period may be different where required by applicable law or where a specific product is subject to a different return period stated at the time of purchase.
The return period begins when the customer, or a person designated by the customer, receives the product.
For orders containing multiple products delivered separately, the return period may be calculated separately for each product.

4. Defective or Damaged Products

If a product arrives damaged or develops a defect that is covered by applicable law or our warranty, please contact us as soon as reasonably possible.
Where possible, provide:

• Order number;
• Description of the problem;
• Photographs or video showing the damage or defect;
• Photographs of the packaging, where relevant; and
• Any other information reasonably necessary to investigate the issue.

After reviewing the claim, we may offer one or more of the following remedies, depending on the circumstances and applicable law:

• Replacement;
• Repair;
• Exchange;
• Store credit; or
• Refund.

Where applicable law gives you a specific remedy, that law will take precedence over this policy.

5. Incorrect Product

If you receive a product different from the one you ordered, please contact us within **[NUMBER] days** of delivery. After confirming the error, we may arrange:

• Collection or return of the incorrect product;
• Delivery of the correct product; and/or
• A refund where replacement is unavailable or otherwise appropriate.

Where the incorrect product was supplied due to an error on our part, we will bear reasonable return or replacement costs.

6. Products That Arrive Damaged

If your package appears visibly damaged when delivered, you should, where reasonably possible:

• Photograph the package before opening it;
• Photograph the contents and any visible damage;
• Keep the original packaging; and
• Contact us as soon as possible.

Failure to report visible damage immediately does not automatically eliminate rights that you may have under applicable law.

7. Products That Cannot Be Returned

Certain products may not be eligible for return where permitted by applicable law. These may include products that:

• Have been customized or personalized at your request;
• Have been altered after delivery at your request;
• Cannot reasonably be returned for hygiene or health reasons after being opened or used;
• Have been damaged through misuse, improper handling, or unauthorized modification;
• Have been used beyond what is reasonably necessary to inspect the product;
• Are otherwise excluded by applicable law or clearly identified as non-returnable before purchase.

If a particular product has special return conditions, those conditions will be disclosed on the relevant product page or during checkout where reasonably possible.

8. Change-of-Mind Returns

Where permitted by applicable law, we may allow customers to return eligible products simply because they have changed their mind. Change-of-mind returns are subject to the following conditions:

• The request must be made within 7 days of delivery;
• The product must be in eligible condition;
• The product must not fall within an excluded category;
• The customer may be responsible for reasonable return shipping costs; and
• Any applicable original delivery charges may be non-refundable unless required otherwise by law.

This voluntary return policy does not affect mandatory consumer rights.

9. Exchanges

Where available, you may request an exchange instead of a refund. An exchange may be subject to:

• Product availability;
• Size or color availability;
• Return eligibility;
• Inspection of the returned product; and
• Any applicable price difference.

If the replacement product has a higher price, you may be required to pay the difference.
If the replacement product has a lower price, the difference may be refunded or issued as store credit, depending on our procedures and applicable law.

10. How to Request a Return

To request a return, contact us through:

Email: contact@roshan.com

Phone: 0712017747

Customer Support: Customer Support

Please provide:

• Your name;
• Order number;
• Product(s) you wish to return;
• Reason for the return;
• Photographs where relevant; and
• Any other information reasonably required to process the request.

We will review your request and provide return instructions where the return is approved.
Do not send products to an address that has not been provided or confirmed by us.

11. Return Shipping

Responsibility for return shipping depends on the reason for the return.

11.1 Defective, Damaged, or Incorrect Products

Where the product is defective, damaged before delivery, or incorrectly supplied due to an error by us, we will generally cover reasonable return shipping costs.

11.2 Change-of-Mind Returns

For voluntary change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise stated or required by law.

11.3 Customer Error

If a return is required because the customer provided incorrect delivery information or otherwise caused the delivery problem, the customer may be responsible for reasonable additional delivery or return costs, where permitted by law.

12. Return Inspection

Returned products may be inspected to determine whether they meet the applicable return conditions.
Inspection may consider:

• Product condition;
• Signs of use;
• Damage;
• Missing components;
• Packaging;
• Accessories;
• Tags;
• Evidence of misuse; and
• Whether the returned product corresponds to the original order.

Inspection will not be used to remove mandatory consumer rights.

13. Refunds

Once a return has been approved and any required inspection has been completed, we will process an eligible refund.
Refunds may include:

• The purchase price of the returned product;
• Applicable taxes associated with the returned product; and
• Eligible delivery charges where required by applicable law or our policy.

Certain delivery or additional service charges may not be refundable where permitted by law.

14. Refund Method

Where reasonably possible, refunds will be made using the original payment method. For example:

• Mobile-money payments may be refunded through the applicable mobile-money/payment provider;
• Card payments may be refunded to the original card or payment account;
• PayPal payments may be refunded through PayPal;
• Other payment methods may be refunded using the applicable payment mechanism.

We may request additional information reasonably necessary to process a refund securely.
We will not normally refund a payment to an unrelated third-party account unless required or permitted by applicable law.

15. Refund Processing Time

After we approve a refund, the time required for the funds to appear in your account may depend on the payment provider, bank, mobile-money operator, or other financial institution.
We are not responsible for delays caused solely by a third-party financial institution after we have initiated the refund.
Estimated processing times may vary depending on the payment method.

16. Partial Refunds

In certain circumstances, we may issue a partial refund. This may occur where:

• Only part of an order is returned;
• Only certain products are defective;
• A portion of the order was not fulfilled;
• A price adjustment is applicable; or
• Applicable law permits a proportional remedy.

Where a partial refund is issued, the refund amount will generally correspond to the eligible portion of the order.

17. Order Cancellation Before Shipment

If you wish to cancel an order before it has been shipped, contact us as soon as possible.
We will attempt to cancel the order where operationally possible.
If payment has already been received and the cancellation is accepted, an eligible refund will be initiated.
Once an order has been processed or shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

18. Order Cancellation After Shipment

Once an order has been dispatched, cancellation may no longer be possible.
Where cancellation is not possible, you may need to receive the product and submit a return request if the product is eligible for return.
Mandatory cancellation rights under applicable law will continue to apply.

19. Failed or Unsuccessful Orders

If a payment is unsuccessful and the order is not completed, no completed purchase will normally exist.
However, in some circumstances, a payment provider may temporarily authorize or reserve funds even though the order was not successfully completed.
Such temporary holds are generally controlled by the relevant payment provider or financial institution.
If money has been deducted despite an unsuccessful order, contact us with the relevant transaction information so that we can investigate the payment status.

20. Duplicate Payments

If you believe you have been charged more than once for the same order, contact us as soon as possible. Please provide:

• Order number;
• Transaction references;
• Payment method;
• Amount charged; and
• Date of the transactions.

We will investigate the transaction and, where a duplicate charge is confirmed, arrange an appropriate refund.

21. Fraudulent or Unauthorized Transactions

If you believe that a payment or order was made without your authorization, contact us immediately.
We may investigate suspicious transactions and may suspend, cancel, or restrict an order where reasonably necessary to prevent fraud.
You should also contact your bank, card issuer, mobile-money provider, or payment provider where appropriate.

22. Promotions and Discounted Products

Products purchased using promotional discounts, coupons, vouchers, or special offers may be subject to additional return conditions disclosed at the time of purchase.
Unless otherwise stated, returning a product may affect the eligibility or value of a promotional discount applied to the original order.
Any refund will be calculated in accordance with the applicable promotion terms and applicable law.

23. Gift Purchases

If a product was purchased as a gift, the refund may normally be issued to the original purchaser or original payment method.
Where appropriate, we may offer an exchange or store credit to the recipient, subject to our policy and applicable law.

24. Store Credit

Where we offer store credit as a remedy, the applicable credit will be associated with the customer's account or otherwise provided in a secure form.
Store credit may be subject to an expiration period where permitted by applicable law.
Store credit is not redeemable for cash unless required by applicable law.

25. Non-Delivery

If an order has not arrived within the expected delivery period, contact us so that we can investigate.
We may contact the delivery provider to determine the status of the shipment.
If an order is confirmed to be lost or otherwise undeliverable, we may offer an appropriate remedy, including:

• Replacement;
• Reshipment; or
• Refund.

The applicable remedy may depend on the circumstances and applicable law.

26. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information.
If an order cannot be delivered because of incorrect or incomplete information supplied by the customer, additional delivery costs may apply where permitted by law.
If the product is returned to us, we may contact you to arrange a new delivery or return.

27. Abuse of the Return Policy

We reserve the right, to the extent permitted by law, to investigate unusual or potentially abusive return activity.
Examples may include:

• Repeated fraudulent return claims;
• Returning products that were not purchased from us;
• Returning materially different products;
• Intentional product damage;
• Repeated use of products followed by false defect claims; or
• Other fraudulent behavior.

We may restrict or suspend accounts involved in fraudulent activity.
Nothing in this section limits legitimate consumer rights.

28. Consumer Rights

This Return & Refund Policy does not replace or limit mandatory rights provided to consumers under applicable law.
Where applicable law provides a right to repair, replacement, cancellation, refund, withdrawal, or another remedy, those rights will apply regardless of anything stated in this policy.
If a provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.

29. Changes to This Policy

We may update this Return & Refund Policy periodically.
The updated version will be published on the Platform with a new "Last Updated" date.
Changes will apply to purchases made after the effective date unless otherwise required by law.

30. Contact Us

For return, exchange, cancellation, or refund requests, contact:

Roshan Accessories

Returns Email: contact@roshan.com

Customer Support Email: contact@roshan.com

Phone: 0712017747

Address: Nairobi, KE

Website: https://roshan.com

When contacting us about an order, please provide your order number so that we can process your request efficiently.