Skywave.co.ke Return & Refund Policy

At Skywave.co.ke, customer satisfaction is at the heart of everything we do. We understand that, occasionally, a product may not meet your expectations due to various reasons such as damage during transit or a wrong item being delivered. As such, we have designed a fair and transparent return and exchange policy to guide you through the process smoothly.

Please read the following return policy carefully before initiating any return or exchange request. By shopping with us, you agree to the terms outlined below.

📅 Return Eligibility Period

Customers may return products within seven (7) calendar days from the date of delivery or collection. Any return request raised after the 7-day window will not be accepted, regardless of the reason, unless covered under an extended manufacturer warranty or statutory obligation.

✅ Valid Reasons for Return

We only accept return or exchange requests under the following conditions:

  • The item received is incorrect and does not match the item ordered.
  • The item is damaged upon arrival and reported immediately or at the point of collection.

All claims must be supported with clear photographic evidence submitted via email alongside your order number and description of the issue.

📦 Item Condition Requirements

To be eligible for a return, the item must meet the following conditions:

  • It must be unused, unwashed, and unassembled.
  • It must be returned in its original packaging, complete with all accessories, manuals, warranty cards, free gifts, or promotional items that came with the order.
  • Any item that is returned in a condition deemed unfit for resale (e.g. damaged, incomplete, soiled, or tampered with) will not be accepted.

❌ Items NOT Eligible for Return

For hygiene, customization, and legal reasons, we do not accept returns for:

  • Undergarments or clothing that has been worn or washed.
  • Perishable goods, including food and perishables with expiry dates.
  • Personalized or customized items (e.g. engraved, tailored, or made-to-order products).
  • Items delivered based on customer specifications and confirmed either in writing or in person by the customer or their authorized representative.
  • Goods that, due to their nature, have been irreversibly combined or mixed with other items after delivery.

🚚 Return Shipping Costs

Skywave will cover the cost of return shipping only in cases where the product arrived broken or damaged and this was reported at the point of collection. However:

  • Customers are strongly advised to inspect their package upon delivery or at the pickup location.
  • If an item is collected, used, and then returned, the customer will be responsible for return shipping costs.
  • In all cases, initial delivery charges are non-refundable.

💳 Refund & Exchange Process

Skywave offers both refunds and product exchanges depending on item availability and customer preference.

Refund Options:

  • Store credit for use on a future purchase.
  • Direct refund to your original method of payment.

Refunds will be processed within 10 to 14 business days from the date we receive and confirm the returned item. You will not incur any additional fees for this reimbursement. Kindly note that we cannot process any refund without physically receiving the item or proof of successful return delivery.

🔁 Exchange Policy

Exchanges are permitted if the requested replacement product is in stock. If not, a refund or store credit will be issued. All exchange requests must follow the same return process as outlined above.

📧 How to Initiate a Return

To begin a return or exchange request:

  1. Send an email to [email protected]
  2. Include the order number, clear images of the product, and a brief description of the issue
  3. Our team will respond within 24-48 hours with the return authorization and further instructions

🏢 Return Address

All approved returns should be sent to:
Skywave
Ronald Ngala Street, RNG Plaza B13/B14
Nairobi, Kenya

We recommend using a trackable and insured courier service for your returns, as Skywave cannot be held responsible for any items lost or damaged in return transit.

⚠️ Important Notes Before Purchasing

Skywave is a multivendor e-commerce platform, and while we take pride in curating quality products, we may not always be in a position to provide comprehensive technical support for every product listed. We strongly advise all customers, especially those purchasing technical or electronic items, to:

  • Conduct thorough research
  • Confirm product specifications
  • Ensure compatibility with their intended use

Skywave is not liable for incompatibility or unsuitability issues arising from lack of prior research. It is the customer’s responsibility to confirm that the item meets their requirements before placing an order.

❗ Right to Refuse Returns

Skywave reserves the right to reject any return request that fails to meet the return conditions outlined above. The decision to accept or reject a return will be made at our sole discretion.

If you have any further questions regarding our return policy, feel free to contact our customer support team at [email protected].