Refund policy

Refund & Return Policy – Shanga Handmade Crafts

At Shanga Handmade Crafts, we take pride in creating high-quality, handcrafted pieces made with care and attention to detail. Your satisfaction means everything to us. If for any reason you are not happy with your order, we are here to help.

1. Returns

We accept returns under the following conditions:

  • You must request a return within 7 days of receiving your order.

  • Items must be unused, unworn, and in the same condition you received them.

  • Items must be returned with all original packaging, tags, or accessories.

Non-returnable items include:

  • Custom-made or personalized orders

  • Sale or discounted items

  • Gift cards

2. Refunds

Once your return is received and inspected, we will update you via email or WhatsApp to notify you of the approval or rejection of your refund. Refunds or exchanges will only be processed when the defective , or exchangable items have been sent back and received at our workshop and an acknowledgement to that effect issued. All associated costs will be borne by the party that intiates exchange and/or return process

If approved:

  • Refunds are processed from 7-15 business days.

  • Refunds will be issued to your original payment method (M-Pesa, card, or PayPal). Any costs resulting from such exchange may be deducted from the the sum of amounts intially paid.

  • Shipping fees are non-refundable.

no refunds may be granted for items that show signs of use or damage not caused by us.

3. Exchanges

We are happy to exchange items if:

  • You received a defective or damaged product

  • You want a different size, color, or variant (where applicable)

To request an exchange, contact us within 7 days of delivery.
Exchanges depend on availability because our products are handmade and produced in small batches.

4. Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product:

  1. Take clear photos of the item and packaging.

  2. Contact us within 12 hours of delivery.

  3. We will replace the items in alignment with this refund policy

5. Shipping & Return Costs

  • Customers are responsible for return shipping costs .

  • We recommend using a trackable shipping service for safety.

  • Shanga Handmade Crafts is not responsible for lost or undelivered return parcels.

6. How to Start a Return or Exchange

Please contact us through any of the following:

  • Email: shangacrafts@gmail.com

  • Phone/WhatsApp: +254755656166

  • Instagram/Facebook: @ShangaHandmadeCrafts

Include:

  • Your full name

  • Order number

  • Reason for return/exchange

  • Photos (if applicable)

7. Handmade Craft Disclaimer

Because our products are handmade, slight variations in color, texture, or size may occur. These differences are part of the beauty and uniqueness of handcrafted items and are not considered defects.