Return Policy

Return Policy Overview

At Venstore, we are committed to ensuring customer satisfaction. However, due to the nature of our business and to maintain product quality, we have established a specific return policy that applies to defective products only.

Return Eligibility

Acceptable Returns

We accept returns only for products that meet ALL of the following criteria:

• Defective products only - Products that are damaged, malfunctioning, or not working as intended
• New condition - Products must be in their original, unopened packaging
• Unused products - Products that have never been used or activated
• Original packaging intact - All original packaging, accessories, manuals, and documentation must be included

Non-Returnable Items

The following items are NOT eligible for return:

• Products returned due to change of mind
• Products with damaged or missing original packaging
• Used or opened products (unless defective)
• Products damaged due to misuse or normal wear and tear

Return Process

Step 1: Contact Us First

Before returning any product, you must contact us first to obtain return authorization. This ensures proper handling and tracking of your return.

Contact Options:

• Phone: 0790871239
• Email: order@venstore.co.ke

When contacting us, please provide your order number, product details, and description of the defect.

Step 2: Return Authorization & Shipping Instructions

Once we verify your return eligibility, we will:

• Provide you with a return authorization number
• Coordinate with the original vendor who shipped your product
• Communicate the specific return shipping address
• Provide packaging and shipping instructions

Step 3: Ship Your Return

Important: Customer is responsible for all return shipping costs. We recommend using a trackable shipping method and purchasing shipping insurance for valuable items.

Package the product securely in its original packaging and include your return authorization number.

Step 4: Return Processing

Once we receive and inspect your returned product, the restocking fee of KES 500 will be deducted from your refund amount. The remaining balance will be refunded to your original payment method within 3 business days.

Shipping & Return Costs

Return Shipping: All return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service to ensure safe delivery.

Shipping Insurance: For valuable items, we strongly recommend purchasing shipping insurance to protect against loss or damage during transit.

Return Address: The specific return shipping address will be provided after you contact us and receive return authorization. Do not ship products without prior authorization.

Refund Information

Refund Method: All refunds will be processed back to the original payment method used for purchase.

Refund Amount: Original purchase price minus KES 500 restocking fee.

Processing Time: 3 business days from the date we receive and approve your returned product.

Refund Confirmation: You will receive confirmation once your refund has been processed.