Returns

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as cakes, flowers, or chocolates cannot be returned. We also do not accept products that are intimate such as jewelry.

Additional non-returnable items:

• Gift cards
• Downloadable software products such as gift cards
• Personalised Gift Items
• Fresh produce eg Fruit baskets, flowers

To complete your return, we require a receipt or proof of purchase. The receipt can be downloaded from the email address used when placing the order

Damages

We must receive notification of damaged products within 24 hours of delivery. We require a picture of the damaged item to be emailed to us at kcbgiftshop@purpink.co.ke for our review. 

For products damaged during delivery, please keep all original packing material for courier inspection in order to file a claim with the courier service. Once we receive the package in our office, we will assess it and give feedback within 48 hours. 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within three working days.

Late or missing refunds (if applicable)

If you have not received a refund yet, first check your bank or MPESA account again. Then contact your bank or Safaricom, it may take some time before your refund is officially posted.

If you have done all of this and you still have not received your refund yet, please contact us at kcbgiftshop@purpink.co.ke.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@purpink.co.ke and send your item to:

KCB Gift Shop
0114100100
Corporate Shop
KCB Bank, Kencom
Moi Avenue, Nairobi

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift card will be mailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to:

KCB Gift Shop
0114100100
Corporate Shop
KCB Bank, Kencom
Moi Avenue, Nairobi

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We only accept returns sent back to us via G4S
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