Have Nairobi — Returns & Refund Policy

At Have Nairobi, we want you to love what you order. If your item doesn’t fit or arrives damaged, you may be eligible for a return, exchange, or refund as outlined below.

1. Eligibility for Returns and Exchanges

You may request a return or exchange if:

• The item doesn’t fit, is defective, or was sent in error.

• The item is unworn, unwashed, and in its original packaging, with all tags intact.

Please note:

• Requests must be made within 3 days of receiving your order.

• Sale items, accessories, and custom-made orders cannot be returned unless defective or incorrect.

• Items showing signs of wear, perfume, or damage will not qualify for return.

2. How to Request a Return

To start a return or exchange:

1. Contact us at hello@havenairobi.com or WhatsApp +254 116 532025 within 3 days of delivery.

2. Include your order number, item name, and reason for return or exchange.

3. Once approved, you’ll receive the return address and shipping instructions.

Please package items securely to avoid damage in transit.

3. Returning Goods

You are responsible for the cost and safe return of the item unless:

• The item was defective or incorrect, or

• We sent the wrong size or color.

We recommend using a trackable delivery method (e.g., Fargo Courier, G4S, or Sendy) for your peace of mind.
Have Nairobi is not liable for packages lost or damaged during return shipment.

4. Refunds

Once we receive and inspect the returned item, you’ll receive confirmation via email or WhatsApp.
If approved:

• Refunds are issued to your original payment method (M-Pesa, card, or bank transfer) within 7 business days.

• Delivery and handling fees are non-refundable, except when the return is due to our error.

If a returned item fails to meet the conditions stated above, we may decline the refund and notify you of the reason.

5. Exchanges

If you need to exchange an item for a different size, color, or style, we’ll process your replacement as soon as the returned item is received and approved.
The exchange process typically takes 3 working days after we receive your return.

6. Damaged or Defective Items

If your item arrives damaged or defective:

• Contact us immediately at hello@havenairobi.com or WhatsApp +254 116 532025.

• Share photos and a brief description of the issue.
  We’ll arrange a replacement or full refund at no extra cost.

7. Gifts and Special Orders

If your item was purchased as a gift, refunds will be issued to the original purchaser or converted to store credit, depending on your preference.
Custom-made or personalized items cannot be returned unless faulty.

8. Important Notes

• We reserve the right to refuse returns that don’t meet these conditions.

• Returns or exchanges made without prior approval may not be accepted.

• Delivery timelines may vary depending on your location and courier.

9. Need Help?

For any questions about returns or refunds, reach out to our support team:
📧 hello@havenairobi.com
📞 +254 116 532025
🌐 www.havenairobi.com

We’re always here to make your Have Nairobi experience smooth, fair, and enjoyable.