Refund Policy

Our Return, Refund and Exchange Policy.

We get it! Sometimes, you will buy something thinking it will work for you, but it doesn’t. As long as an item is still in its original condition, we accept returns, subject to the rules below.

Merchandise must either be defective or in its original condition, unworn and unwashed.

Policy.

Return Period: You have up to 7 Days from the date of delivery to initiate a return.
Refund Options: You can choose to receive your refund via Mpesa or as a Rich G Collection Giftcard.
Refund Service Level Agreement (SLA): We commit to processing your refund within 2-3 days from the moment the item is handed over to us.
Mpesa Refunds: Please note that Mpesa refunds are not applicable to items which are discounted.
Discounted Items:Please note that items discounted during the Black November period (1st Nov – 30th Nov) will be eligible for exchanges or gift card refunds only.
Exchange Procedure:
- To be eligible for an exchange, the items must meet our return criteria.
- Once returned, the items will need to be sent to the Rich G Collection warehouse before the new exchange item is dispatched to you.
Exchange SLA: We aim to complete the exchange process within 2-3 days from the time you hand over the item to us, if you are within Nairobi. For those located upcountry, the exchange process may take 3-7 days.

What is not eligible for Return

We reserve the right to refuse a return if it does not meet the below criteria.

Items which are under the following categories;Skincare,Make-up, Swimwear,Fragrances and underwear.
Orders which are past the return period(48hrs from delivery date)
Items which are believed to have been washed.
Orders without an accompanying Rich G Collection invoice.
Items that do not meet hygiene standards due to foreign stains, sweat, or dirt.

Note:

Rich G Collection will not use payments from another order for the refund process. It’s important to note that the return process must be fully completed before we can initiate a refund. Refunds will be processed as either a giftcard or an Mpesa refund for items without a discount.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.