Returns & Exchanges

We want you to be satisfied with your purchase. You may request a return or exchange within 7 days from the date you receive your package. Items must be unused, in original condition, and include all packaging.

Last updated: 2025-11-08

Eligibility

  • Request must be made within 7 days of delivery.
  • Item must be unused, in original condition, with all packaging and tags (if any).
  • Custom or personalised items (e.g., custom solutions) are generally not eligible for change-of-mind returns, unless the item is defective.

How to start a return or exchange

  1. Contact us with your order ID, photos (if relevant), and whether you prefer a return or exchange.
  2. Approval: We’ll confirm eligibility and share return instructions.
  3. Ship the item back securely packaged as instructed.
  4. Inspection & processing: Once received, we’ll inspect and proceed with the agreed solution.

Exchanges

If you’d like a different size, color, or model, request an exchange in your message. We’ll advise availability and any price difference before proceeding.

Refunds

  • Approved refunds are returned to the original payment method (processing times vary by provider/bank).
  • Original shipping fees are typically non-refundable unless the item is defective or the return is due to our error.

Damaged or defective items

If your item arrives damaged or has a manufacturer defect, please contact us immediately with photos and your order ID. We stand behind our products and will repair, replace, or provide another suitable remedy. See our Warranty for coverage details.

Non-returnable items

  • Custom or personalised goods (unless defective).
  • Items showing signs of use, wear, or alteration.
  • Gift cards.

Return shipping costs

  • Manufacturer defect or our error: We’ll advise options; where reasonable, return shipping may be covered or reimbursed.
  • Change‑of‑mind returns: Return shipping is typically the customer’s responsibility.

Processing time

After we receive your return, inspection typically takes 2–5 business days. We’ll notify you by email once complete and confirm the next step (refund, exchange, or repair).

International orders

For orders shipped outside Kenya, customs duties and import fees (if any) are non‑refundable. Return shipments should be marked as “Returned Goods” to avoid additional import charges.

Need help?

We’re here to help with product questions to avoid unnecessary returns. Contact us anytime:

Email: info@hersbins.co.ke
Phone: 0724 074300

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This policy summarises our returns approach and does not restrict your statutory rights under applicable laws.