Refund and Returns Policy

Thank you for shopping at Teirrah Elegance! We want you to be satisfied with your purchase, and we strive to provide the best possible customer experience. If you need to return or exchange an item, please review our refund and returns policy below.

Returns Eligibility:

  • Unused, unwashed, and undamaged items with all original tags and packaging are eligible for returns.
  • Items must be in the same condition as when received, with no signs of wear, alterations, or damage.
  • Returns are accepted within 14 days of delivery for orders within Kenya only.

Non-Returnable Items:

  • Sale items, discounted items, and gift cards are non-returnable and non-refundable.
  • Undergarments, swimwear, and earrings (for hygiene reasons) are non-returnable.
  • Custom-made or personalised items cannot be returned or refunded.

Returns Process:

  • To initiate a return, please contact our customer service team at [email address or phone number] with your order details, item(s) to be returned, and reason for return.
  • Our customer service team will provide you with a return authorization and further instructions on how to return the item(s).
  • Customers are responsible for return shipping fees, and we recommend using a trackable shipping method for returns.
  • Upon receiving the returned item(s), we will inspect them to ensure they meet our return eligibility criteria.
  • If the returned item(s) meet our eligibility criteria, we will process the refund to the original payment method, excluding any original shipping charges, within 7 business days.

Exchanges:

  • If you wish to exchange an item, please follow the returns process outlined above and indicate that you would like an exchange.
  • Once we receive the returned item(s) and confirm their eligibility, we will issue a store credit for the returned item(s) value, which can be used towards a new order.
  • Customers are responsible for placing a new order for the desired item(s) using the store credit.

Damaged or Incorrect Items:

  • If you receive a damaged or incorrect item, please contact our customer service team within 48 hours of delivery with photographic evidence.
  • We will investigate the issue and may request additional information or photos to verify the claim.
  • If the item is confirmed to be damaged or incorrect, we will offer a refund, exchange, or store credit, based on your preference.

Cancellation Policy:

  • Orders cannot be canceled once they have been processed and shipped.
  • If you wish to cancel an order, please contact our customer service team as soon as possible, and we will do our best to accommodate your request if the order has not been processed.
  • Customer Responsibilities:
  • It is the customer’s responsibility to review product descriptions, size charts, and color variations before making a purchase.
  • Customers are responsible for providing accurate shipping information and ensuring someone is available to receive the package at the designated shipping address.
  • Customers are responsible for return shipping fees and ensuring that returned items are properly packaged to prevent damage during transit.

Changes to Refund and Returns Policy:

  • Teirrah Elegance reserves the right to modify or update this refund and returns policy at any time without prior notice.
  • Any changes will be effective immediately upon posting on our website.
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