Return, Exchange and Refund Policy

At Primetawi Ventures, we value your satisfaction. If you are not fully satisfied with your purchase, you can return eligible items either in-store or at our designated drop-off location. Please review the details below.

Returns

We accept returns under the following conditions:

  • Items must be returned within 7 days of purchase.

  • Products must be unused, in their original packaging, and in resalable condition.

  • A valid receipt or proof of purchase is required.

  • Custom or fabricated items may not be eligible for return unless defective.

  • Return shipping or transport costs are the responsibility of the customer unless the item was delivered damaged or in error. No restocking fee will be charged.

    1. Return Options

    • In-Store Return
      You may return your item directly to our shop during business hours:

      Primetawi Ventures, Shop SS3, 2nd Floor, Barkat Biashara Mall, River Road, Nairobi, Kenya

2. Drop-Off Return Location

If visiting the shop is not convenient, you may drop off the return at our designated collection point in Nairobi. Please contact us first for drop-off instructions and return authorization:

Refunds

  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to the original method of payment within 7 business days.

  • If the item is not eligible for a refund (e.g., damaged or used), we may return it to you at your cost.

Exchanges

  • We only replace items if they are defective or damaged.

  • To request an exchange, please contact us before bringing or sending the item.

How to Start a Return

To begin the return process or inquire about drop-off locations, please reach out to us:

Please do not return any items without first getting confirmation from our team.