Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at suncom559@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at suncom559@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at suncom559@gmail.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at suncom559@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at suncom559@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at suncom559@gmail.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at suncom559@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at suncom559@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at suncom559@gmail.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at suncom559@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at suncom559@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at suncom559@gmail.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at suncom559@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at suncom559@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at suncom559@gmail.com.
Return & Refund Policy – Suncom Ltd
At Suncom Ltd, we prioritize customer satisfaction and are committed to offering quality products and excellent service. We understand that there may be times when you need to return a product, and we aim to make the process as transparent, fair, and hassle-free as possible. This Return & Refund Policy outlines your rights and our obligations regarding returns, exchanges, and refunds.
1. Overview
This Return & Refund Policy applies to all purchases made through our official website (www.suncomltd.com), our physical store located in Ruaka, Kenya, and any affiliated platforms or marketplaces authorized by Suncom Ltd. It is designed to give you confidence in shopping with us by providing clear guidelines on how we handle returns, exchanges, and refunds.
By purchasing from Suncom Ltd, you agree to the terms and conditions outlined in this policy. If you do not agree, we recommend that you do not use our services or complete a purchase until your concerns are addressed.
2. Eligibility for Returns
You may request a return within 7 calendar days from the date you receive your item. To be eligible:
The item must be in brand new condition, unused, unwashed, and free of any signs of wear or damage.The item must include all original tags, labels, packaging, and accessories.
The item must be returned with proof of purchase, such as an invoice, receipt, or order confirmation.
We reserve the right to deny returns that do not meet these conditions. If your return is accepted, we will notify you and proceed with the next steps.
3. How to Initiate a Return
To initiate a return:
Contact our customer support team via:
Email: support@suncomltd.com
WhatsApp: +254 757 845 009
Provide the following details:
Full name
Order number
Product details (name, SKU, quantity)
Reason for return
Photographs of the item, if applicable
Await our approval and instructions on how and where to return the item. We will provide a return address or pickup option if applicable.
Do not send back items without receiving confirmation from our support team. Unauthorized returns will not be processed.
4. Non-Returnable Items
Certain types of items are not eligible for return:
Items that have been opened, used, or show signs of tampering
Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
Custom orders or personalized products
Digital products or software downloads
Gift cards or promotional vouchers
If you are unsure whether your item qualifies, please contact our support team before initiating the return.
5. Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect:
Notify us within 48 hours of delivery.
Submit clear photographs showing the damage or defect.
Provide a detailed description of the issue.
Once verified, we will offer the following options:
A replacement of the same item
An alternative item of similar value
A full refund, including any applicable shipping costs
We may request the damaged item to be returned for inspection before processing your refund or exchange.
6. Refunds
If your return is approved, we will initiate a refund to your original method of payment. Refunds will be processed within 7 to 14 business days from the date we receive and inspect the returned item.
Refund methods:
M-Pesa (for cash-on-delivery transactions)
Bank transfer (where applicable)
Card reversal (for online card payments)
Please note that processing times may vary depending on your payment provider or bank. We will keep you informed throughout the process.
7. Exchange Policy
We offer exchanges under the following conditions:
The item is returned in its original condition
The request is made within the 7-day return window
The desired replacement item is available in stock
If the replacement item is more expensive, the customer must pay the price difference. If it is less expensive, we will refund the balance.
8. Return Shipping
If the return is due to an error on our part (wrong item, damaged, or defective), we will cover the cost of return shipping.
If the return is due to a change of mind, incorrect size, or personal preference, the customer will bear the shipping cost.
All returns should be sent via a traceable courier service. Suncom Ltd will not be responsible for lost or untraceable return shipments.
9. Late or Missing Refunds
If you haven’t received your refund after the stated processing time:
Check your M-Pesa or bank account again.
Contact your financial institution; it may take some time before your refund is officially posted.
If you’ve done all of this and still have not received your refund, please contact us at support@suncomltd.com.
10. Store Credit
If preferred, we can offer store credit in place of a cash refund. Store credit never expires and can be used on any future purchase through Suncom Ltd platforms.
11. Fraudulent Returns
We reserve the right to reject any returns suspected of fraud, abuse, or violation of our policies. Customers found repeatedly abusing the return policy may be denied future returns.
12. Contact Information
If you have any questions or concerns regarding our return policy, reach out to us:
Email: support@suncomltd.com
Phone/WhatsApp: +254 757 845 009
Physical Location: Ruaka, Kenya
Website: www.suncomltd.com
13. Policy Updates
Suncom Ltd reserves the right to update or modify this policy at any time without prior notice. Changes will be posted on our website and will take effect immediately. Customers are encouraged to review this policy periodically.
Thank You for Choosing Suncom Ltd
We appreciate your trust in Suncom Ltd and remain committed to ensuring your shopping experience is seamless and satisfactory. If you have questions, our support team is always ready to assist you.