Refund Policy

Introduction

Thank you for choosing Whitesun Kenya. This Refund Policy explains our refund process after a return is initiated and your item is received back. Please read it carefully to understand how refunds are processed.

This Refund Policy works in conjunction with our Return Policy. Please ensure you are familiar with both documents for a complete understanding of our return and refund procedures.

Refund Processing After Return

Once your returned item is received, our Returns Department will verify it against our Return Policy conditions. Please allow 5-10 business days for this verification and processing to be completed.

Upon approval, the original purchase price and any applicable taxes will be refunded to your original payment method. This Refund Policy applies specifically to items that meet all conditions outlined in our Return Policy.

Refund Timeline & Payment Methods

After the return verification process is successfully completed and your refund is confirmed, please allow approximately 10-15 business days for the refund to be fully processed and reflected in your account. This timeframe includes both our internal processing time and the processing times of banking institutions.

Important Refund Terms

Out-of-Stock Items: For items that are out-of-stock and subsequently cancelled, refunds will be initiated within 48 hours of the cancellation notification.
Non-Refundable Discounts/Cashback: Please note that discounts and cashback amounts that were applied during the original purchase are non-refundable in case of a return.
Non-Refundable Fees: Certain fees are non-refundable, including:
- Original outbound shipping fees (unless the return is a direct result of an error on our part).
- Payment gateway charges incurred during the original transaction.
- Other transaction charges that may have been applied.

Exchange Requests (Alternative to Refunds)

As an alternative to receiving a refund, you may opt to exchange your returned item for a different product. Exchange requests are subject to stock availability and adherence to our Return Policy conditions.

Free Shipping for Exchanges: We are pleased to offer free shipping for all exchanged items, ensuring no additional shipping costs for you.
Price Difference Adjustments: In cases where there is a price difference for the exchanged item:
- Exchange for a Higher Priced Item: If you choose to exchange for an item that is priced higher than the original, you will be required to pay the difference in price.
- Exchange for a Lower Priced Item: If you opt for an exchange with an item of lower price, we will refund you the difference in value.

Need Assistance?

Should you have any questions or require assistance regarding our refund policy, please do not hesitate to contact our dedicated Customer Support team. We are here to provide you with the help you need.

Phone: 0745324353 | Email: info@whitesun.ke.