Refund and Returns Policy for Kogo Wines & Spirits
Effective Date: 24/01/2025
At Kogo Wines & Spirits, we strive to ensure your satisfaction with every purchase. However, due to the nature of our products, certain restrictions apply to returns and refunds. Please read the following policy carefully to understand your rights and obligations.
1. General Return Policy
We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we offer returns and refunds under the following conditions:
- Eligibility for Returns: Products must be returned within 5 days of delivery. To be eligible for a return, items must be unused, in the original packaging, and in resalable condition.
- Damaged or Defective Products: If you receive a product that is damaged or defective, please contact us within 2 days of delivery with photographic evidence. We will provide instructions on how to return the product for a full refund or replacement.
- Non-Returnable Items: Due to the nature of our products, we do not accept returns on opened bottles of wine, spirits, or other alcoholic beverages unless they are defective or damaged upon delivery.
2. Process for Returns
To initiate a return, please follow these steps:
- Contact Us: Reach out to our customer service team at +254 790 304050 or info@kogowines.co.ke with your order number, the item(s) you wish to return and the reason for the return.
- Return Instructions: Our team will provide you with a return instructions.
3. Refunds
Refunds will be processed to the original payment method used for the purchase. Please note:
- Refunds for eligible returns will be issued within 5 business days from the date the returned item is received and inspected.
- The original shipping charges are non-refundable unless the product was defective, damaged or incorrectly shipped.
- If the item was purchased as part of a promotion or discount, the refund will reflect the amount paid after the promotion.
4. Exchange Policy
If you would like to exchange an item, please contact us. In most cases, we can assist with exchanges of damaged or defective products, but exchanges are subject to availability. If you wish to exchange for a different product, the best option is to return the original product and place a new order for the item you want.
5. Cancellations
If you wish to cancel an order, please contact us as soon as possible. We will do our best to accommodate cancellation requests, but orders may be processed quickly and may already be shipped. If your order has already been dispatched, you will need to follow the return procedure as outlined above.
6. Legal Drinking Age
As per the legal requirements in Kenya, we require customers to be of legal drinking age to make a purchase. If we determine that a customer is not of legal drinking age or does not meet other legal criteria, we reserve the right to cancel the order and issue a refund.
7. Customer Responsibility
- Incorrect Delivery Information: If you provide incorrect or incomplete delivery information, resulting in the failure of delivery or an undelivered package, we are not responsible for the reshipping costs. You will need to arrange for the item to be returned and reshipped at your own expense.
- Delivery Fees: You are responsible for paying any return delivery fees, unless the item is defective or incorrect.
8. Changes to This Policy
We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page, and the effective date will be updated accordingly. Please review this policy periodically to stay informed about your rights.
9. Contact Us
If you have any questions or need assistance with your return or refund, please contact our customer service team:
Kogo Wines & Spirits
Email: info@kogowines.co.ke
Phone: +254 790 304050
Address: Kogo Star Plaza, off Mai Mahiu road, Nairobi West, Kenya