1. Our approach
We want you to be happy with what you buy from Jambo Fashion House. If an item does not fit, does not suit you or arrives with a problem, you can return or exchange it under the conditions below. This policy applies to purchases made on this website, by WhatsApp and in our Nairobi store. Wholesale orders are covered by our wholesale terms.
Your rights under the Consumer Protection Act, 2012 are not affected by this policy. Where goods are faulty, not as described or not fit for purpose, those rights apply regardless of the timeframes below.
2. Return and exchange window
You can request a return or exchange within [Confirm: number of days] of receiving your delivery or collecting your order in store. Requests after this window are considered at our discretion, except for faulty items.
3. Conditions for change-of-mind returns
To be accepted for a refund or exchange, items must be:
- unworn and unwashed, with no marks, odours, make-up or damage;
- in their original condition with all tags attached;
- returned with the original packaging where practical;
- accompanied by your order number or receipt.
For hygiene reasons, the following cannot be returned or exchanged unless faulty: [Confirm: list of excluded items, for example underwear, swimwear, socks and earrings].
Sale and clearance items: [Confirm: whether they can be returned, exchanged only, or are final sale].
4. How to start a return
- Contact us with your order number, the item you want to return and the reason. You can email contact details to be confirmed, message us on WhatsApp at contact details to be confirmed, or use the contact page. Account holders can also find their order history in their account.
- We confirm whether the item is eligible and explain the return options.
- Send or bring the item back to us (see section 5).
- We inspect it and process your exchange or refund. Refund timing is explained in our refund policy.
5. Returning items to us
In store
You can bring online purchases to our Nairobi store during opening hours. Bring the item and your order number. Store details and hours are on our store page.
By courier
If you cannot visit the store, you can send the item back by courier to: [Confirm: return address and courier instructions]. Please pack the item securely and include a note with your order number. Items remain your responsibility until they reach us, so we recommend using a tracked service.
Return costs
- Faulty, damaged or incorrect items: we cover the return cost. [Confirm: whether this is by courier collection or reimbursement].
- Change-of-mind returns: [Confirm: who pays return shipping].
6. Exchanges
- We are happy to exchange an item for a different size or colour, subject to stock. If the size or colour you want is not available, we will offer an alternative or a refund.
- If the replacement item costs more, you pay the difference. If it costs less, we refund the difference to your original payment method.
- [Confirm: number of exchanges allowed per order].
- Exchanges requested online are dispatched once the original item has been received and inspected, unless we agree otherwise. In-store exchanges are immediate where stock is available.
7. Faulty, damaged or incorrect items
Please check your order when it arrives. If an item is damaged, faulty or not what you ordered, contact us as soon as possible with photos of the issue and the packaging. We will arrange a replacement, a repair where appropriate, or a full refund including delivery fees. We cover the cost of returning faulty or incorrect items.
8. What we cannot accept
- Items that have been worn, washed, altered or damaged after delivery.
- Items returned without tags or with tags reattached.
- Excluded hygiene items, unless faulty.
- Items that were made to order or personalised, unless faulty. [Confirm: whether any such items are offered].
If a return does not meet our conditions we will contact you to discuss the options, which may include sending the item back to you or a partial refund as described in our refund policy.
9. Help choosing the right size
Most exchanges are for sizing. Our size guide gives general measurements for adult and kids' sizes and advice for when you fall between sizes. You are also welcome to try pieces on in store before you buy.
10. Contact
- Email: contact details to be confirmed
- Phone and WhatsApp: contact details to be confirmed
- Online: contact page
Legal review checklist
- Length of the return and exchange window, counted from delivery or collection
- Return address and whether a courier drop-off or collection service is offered
- Who pays return shipping for change-of-mind returns and for faulty items
- List of items excluded from change-of-mind returns for hygiene reasons
- Whether a receipt or order number is mandatory for in-store returns
- Number of exchanges allowed per order and how price differences are handled
- Whether sale and clearance items can be returned or exchanged
- Alignment with the refund policy and wholesale terms