Return Policy

Last updated September 01, 2024

At GreenBay Market, we aim to provide a seamless shopping experience, ensuring that our customers are completely satisfied with their purchases. However, if you are not fully happy with the item you’ve received, we offer a 7-day return policy to protect your purchase. Below is a detailed guide on how the return process works, eligibility criteria, and important conditions you need to be aware of.

 

1. Eligibility for Returns

You are eligible for a return if the following conditions are met:

  • Timeframe: The return request must be initiated within 7 days from the date you received the product.
  • Condition of Item: The product must be in unused condition, complete with original packaging, tags, and any accessories or free gifts provided.
  • Proof of Purchase: You must provide a receipt or other valid proof of purchase from GreenBay Market.

Exceptions to Returns: Certain products may not qualify for returns, including:

  • Perishable goods such as food items, flowers, and plants.
  • Personal hygiene items such as cosmetics, undergarments, and health-related products that have been opened.
  • Items marked as “final sale” or “non-returnable” during the purchase process.

 

2. How to Initiate a Return

To start the return process, please follow these steps:

  1. Contact Us: Email our customer service team at returns@greenbaymarket.com or call our support line at +254-XXX-XXXX within the 7-day window, stating your reason for return.
  2. Provide Order Information: Include the order number, the product details, and your reason for the return in the message.
  3. Return Approval: After assessing your return request, our team will get back to you with an approval notice and further instructions on how to return the product.

Important Notes:

  • You are responsible for the return shipping costs unless the product is faulty or the wrong item was sent.
  • Returns that are shipped without approval may not be accepted.

 

3. Refunds and Processing Time

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund:

  • Approved Refunds: If approved, refunds will be processed and credited to your original payment method, including M-Pesa, credit cards, or bank transfers, depending on how the payment was made. Refunds are typically processed within 7-14 business days.
  • Partial Refunds: Certain products that are returned with visible signs of wear, damage, or missing components may only qualify for partial refunds at our discretion.
  • Shipping Fees: Please note that shipping fees are non-refundable unless the return is due to our error (such as receiving a damaged or incorrect product).

 

4. Exchanges for Different Products

We understand that sometimes you may want to exchange a product for a different model, size, or color. Exchanges are allowed if:

  • The product is returned in original, unused condition within the 7-day return window.
  • The requested product for exchange is available.

To request an exchange:

  1. Follow the same Return Process above.
  2. Indicate that you wish to exchange the product and provide details on the product you’d like in return.

If the new product costs more, you will be required to pay the difference. For items that cost less, a partial refund will be issued for the price difference.

 

5. Non-Returnable Items

The following items cannot be returned for hygiene, safety, or other regulatory reasons:

  • Perishable goods (e.g., fresh food, plants).
  • Personal care items (e.g., opened beauty products, intimate clothing).
  • Customized or personalized products that were made specifically for you.
  • Items purchased during clearance sales marked as non-returnable.

If you have questions about the return eligibility of specific products, please contact our team for clarification before making a purchase.

 

6. Contact Information

For further assistance or to initiate a return, please reach out to us:

We appreciate your trust in GreenBay Market and will strive to ensure every purchase is a positive experience.

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