Our Return & Refund Policy
We want you to love what you buy. If you’re not completely satisfied, we’re here to help.
You have 30 days from the date of delivery to return an item for a refund or exchange. To be eligible, the item must be unused, in its original packaging, and in the same condition you received it.
How to Start a Return:
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Contact us at shop@ibizmedia.co.ke within the 30-day window.
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Let us know your order number and the reason for the return.
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We’ll provide you with return instructions and an address.
Refunds:
Once we receive and inspect your returned item, we will process your refund to the original payment method. Please allow 5-10 business days for the refund to appear in your account.
Important Exceptions:
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For hygiene reasons, we cannot accept returns on final sale items, personalized/custom-made goods, or items like underwear, swimwear, and earrings unless they are faulty.
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Shipping costs are non-refundable. If you are returning an item for a reason other than a mistake on our part (e.g., wrong item sent), you will be responsible for the return shipping costs.
Damaged or Wrong Items?
If your item arrives damaged or if we sent you the wrong product, please contact us immediately at [your email address] and we will quickly resolve the issue at no cost to you.
Questions?
If you have any questions about your return, please don’t hesitate to contact us at [your email address].
Why this policy works well:
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Brief & Scannable: Uses short paragraphs and bullet points.
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Positive Tone: Starts with a customer-focused goal (“We want you to love what you buy”).
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Clear Timeline: “30 days from delivery” is specific and easy to understand.
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Simple Process: A clear 3-step instruction.
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Manages Expectations: Clearly states what is not returnable and who pays for return shipping.
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Builds Trust: The section on “Damaged or Wrong Items” shows you take responsibility for your mistakes.
Just replace shop@ibizmedia.co.ke with your actual customer service email, and you’re all set
