Refund and Returns Policy

Website: RavensKe.com
Location: Nairobi, Kenya
Last Updated: 14 October 2026

1. Overview

At RavensKe, we are committed to providing quality products and a reliable online shopping experience. We understand that there may be occasions when a product needs to be returned, exchanged, or refunded.

This Refund and Returns Policy explains the circumstances under which returns and refunds may be accepted, how to request assistance, and what customers can expect during the process.

By placing an order on RavensKe.com, you agree to the terms outlined in this policy, subject to your rights under applicable Kenyan law.

2. Eligibility for Returns

Customers may request a return or exchange if:

• The product arrives damaged or defective.

• The product received is different from the item ordered.

• The product has missing parts or accessories that were advertised as included.

• The product does not match its material description or specifications on our website.

• Another valid reason for return is recognized under applicable consumer protection laws.

Return period: Please contact us within 48 hours of delivery to report a damaged, defective, incorrect, or incomplete order. If you discover a problem later, contact us as soon as possible. This reporting period does not remove any rights you may have under applicable law.

3. Conditions for Returned Products

Where reasonably applicable, returned products should:

• Be accompanied by the original order confirmation, receipt, or proof of purchase.

• Include the original packaging, accessories, manuals, tags, and other supplied items.

• Be returned in a condition that allows us to inspect the reported issue.

• Not have been damaged through misuse, accidental damage, unauthorized repairs, or failure to follow product instructions after delivery.

Customers should not be denied a remedy solely because original packaging is unavailable where applicable law provides otherwise.

4. Non-Returnable Items

For hygiene, safety, personalization, or product-specific reasons, certain items may not qualify for a change-of-mind return. These may include:

• Personal-care and hygiene products that have been opened or used.

• Sealed products that cannot reasonably be returned for health or hygiene reasons once unsealed.

• Customized or personalized products made to a customer's specifications.

• Digital products or services that have already been supplied, where applicable law permits exclusion.

These exclusions do not apply where a product is defective, incorrectly supplied, misdescribed, or otherwise eligible for a remedy under applicable law.

5. Change-of-Mind Returns

Please review product descriptions, specifications, sizes, colours, compatibility information, and prices carefully before placing an order.

If you simply change your mind after receiving the correct product in the advertised condition, RavensKe is not required to accept a return unless a return option was offered at the time of purchase or applicable law provides otherwise.

Where a change-of-mind return is approved as a goodwill exception, any agreed conditions, applicable delivery charges, and refund or exchange arrangements will be communicated before the return is completed.

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from what you ordered:

1. Contact RavensKe customer support as soon as possible.

2. Provide your order number and a description of the issue.

3. Where possible, attach clear photographs or a video showing the product and the problem.

4. Keep the product, packaging, and included accessories until we advise you on the next steps.

5. Allow us a reasonable opportunity to inspect the issue and arrange an appropriate resolution.

Depending on the circumstances and applicable law, the resolution may include a repair, replacement, exchange, or refund.

RavensKe will not charge customers return delivery costs for returns arising from our error or from a confirmed product defect, subject to the applicable return arrangements.

7. Refund Approval and Processing

Once a returned product has been received, where a return is necessary, RavensKe will assess the claim and notify the customer of the outcome.

If a refund is approved:

• The refund will ordinarily be issued through the original payment method where practical.

• For M-Pesa payments, the refund may be made to the verified payment number or another agreed method.

• For card or other electronic payments, processing times may depend on the payment provider or financial institution.

• If the original payment method cannot reasonably be used, an alternative method may be agreed with the customer.

• Any legally required refund will be handled in accordance with applicable law.

Our target is to initiate approved refunds within 5–10 business days after approval and completion of any necessary return checks. The time taken for the funds to appear in your account may vary depending on the payment provider.

This is a target processing period, not a restriction on any shorter statutory deadline that may apply.

8. Refunds for Cancelled Orders

Customers who wish to cancel an order should contact RavensKe as soon as possible.

• Before dispatch: If cancellation is accepted before the order is dispatched, any payment received will be refunded where applicable.

• After dispatch: Cancellation may require the order to be returned or delivery to be stopped, where practical.

• Order unavailable: If RavensKe cannot supply a product after accepting payment, the customer will be informed and an appropriate refund or alternative arrangement will be offered.

• Duplicate payments: Verified duplicate payments will be reviewed and refunded as appropriate.

Cancellation and refund requests remain subject to any applicable legal rights and obligations.

9. Exchanges and Replacements

Where an exchange or replacement is appropriate, RavensKe will confirm product availability and the proposed arrangement with the customer.

If the replacement product is unavailable, the customer may be offered a refund or another mutually agreed solution, consistent with applicable law.

RavensKe will communicate any price difference or additional delivery arrangements before proceeding with a voluntary exchange.

10. Delivery Charges and Return Shipping

Delivery charges will be handled according to the reason for the return and applicable law.

• If the return results from a confirmed RavensKe error, incorrect item, or qualifying product defect, RavensKe will arrange or cover reasonable return shipping costs.

• For approved change-of-mind returns, the customer may be responsible for return delivery costs if this was clearly communicated and is permitted by law.

• Original delivery charges will be refunded where required by law or where RavensKe agrees to do so under the applicable refund arrangement.

Customers should contact us before sending a product back to receive the correct return instructions.

11. Missing Orders and Delivery Issues

If your order has not arrived within the communicated delivery timeframe, contact RavensKe with your order number.

We will investigate the delivery status with the relevant courier or delivery partner.

If an order is confirmed lost, incorrectly delivered, or otherwise not supplied as agreed, RavensKe will work with the customer to provide an appropriate remedy, which may include redelivery, replacement, or refund, as applicable.

Customers should not be required to bear the cost of resolving a delivery failure attributable to RavensKe or its delivery arrangements where applicable law requires otherwise.

12. Warranty and After-Sales Support

Some products may carry a manufacturer's warranty or a separate seller warranty. Warranty coverage, duration, and claim procedures may vary by product and will be communicated where applicable.

A manufacturer's warranty does not replace or limit any rights available to customers under Kenyan consumer protection law.

For electronic products, appliances, and other warrantied items, customers may be asked to provide proof of purchase and the product's serial number, where applicable.

13. How to Request a Return or Refund

To submit a return or refund request, contact RavensKe customer support using the contact details published on RavensKe.com.

Please provide:

• Your full name.

• Your order number.

• The product name.

• The date of purchase or delivery.

• The reason for the request.

• Photographs or other supporting evidence, where relevant.

Our support team will review the request and explain the next steps, including any inspection, collection, or return arrangements required.

Please do not send products to an address that has not been confirmed by our support team.

14. Fraud Prevention and Payment Verification

RavensKe may verify order details, payment records, and customer information reasonably necessary to prevent fraud and process refunds securely.

Refunds will generally be made to the original purchaser or verified payer. We will not request your M-Pesa PIN, banking password, card PIN, or one-time password to process a refund.

Any suspected fraudulent activity will be reviewed appropriately without unfairly denying a customer's legitimate rights.

15. Consumer Rights Under Kenyan Law

This policy is intended to operate consistently with applicable Kenyan consumer protection laws, including the Consumer Protection Act and relevant constitutional consumer rights.

Nothing in this policy excludes, limits, or overrides a customer's rights to an appropriate remedy where those rights are provided by applicable law.

If you are dissatisfied with the handling of a complaint, you may seek guidance from the Competition Authority of Kenya or another relevant authority.

16. Changes to This Policy

RavensKe may update this Refund and Returns Policy when necessary to reflect changes in our operations, products, payment methods, or legal requirements.

The latest version will be published on RavensKe.com. Changes will not remove rights that customers are entitled to under applicable law.

17. Contact Us

For questions about returns, exchanges, or refunds, please contact:

Business: RavensKe
Website: https://ravenske.com
Location: Nairobi, Kenya
Email: info@ravenske.com
Phone/WhatsApp: 0182162501

Our team will review your request and work toward a fair and timely resolution.

Thank you for shopping with RavensKe.