Samerchant Print Shop

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Samerchant Print Shop Return & Refund Policy

1. Scope
This policy applies to all purchases made via both Samerchant websites (https://samerchant.co.ke/ and https://shop.samerchant.co.ke/) and governs returns, exchanges, and refunds for printed, branded, and promotional products.

2. Return Eligibility & Timeframe**

  • Customers may request a return within 14 calendar days of delivery for any product that is unused, unaltered, and in its original packaging.
  • To qualify, items must be free of customer-applied marks, cuts, or custom modifications.

3. Non-Returnable & Custom Items
The following are not eligible for return or refund unless defective on arrival:

  • Custom-printed products (banners, apparel, stationery & branded merchandise)
  • Personalised items (names, serial numbers, barcodes, bespoke designs)
  • Digital downloads, templates, and proofs
  • Items marked “Final Sale” or sold at clearance pricing

4. Initiating a Return or Exchange
To start a return or exchange:

  1. Submit a request via email to sales@samerchant.co.ke or WhatsApp to +254 715 824109 within 14 days.
  2. Include your order number, product name/code, and reason for return.
  3. Upon approval, you will receive a Return Merchandise Authorisation (RMA) with shipping instructions.
  4. Returns shipped without an RMA will be refused.

5. Shipping & Handling

  • Customers are responsible for return shipping costs unless the return is due to Samerchant error (wrong item, manufacturing defect).
  • Pack items securely to prevent damage in transit. We recommend using a trackable carrier and purchasing insurance.

6. Damaged, Defective, or Incorrect Orders
Inspect your order immediately upon receipt. If you receive damaged or incorrect items:

  • Contact us within 48 hours of delivery with clear photos and details.
  • We will arrange a replacement or provide a refund at no additional cost.

7. Refund Processing

  • After we receive and inspect the returned items, we will confirm approval or rejection within 5 business days.
  • Approved refunds are credited back to the original payment method within 7–10 business days.
  • Shipping and handling fees (outbound and return) are non-refundable unless due to our error.

8. Exchanges & Store Credits

  • Exchanges for the same product (different size/color) are processed free of charge if initiated within the 14-day window.
  • If the desired item is out of stock, customers may choose store credit valid for 6 months.

9. Order Cancellations

  • Orders cancelled within 24 hours of placement incur no fee.
  • Cancellations after 24 hours but before production starts incur a 10% production fee.
  • Cancellations after production begins incur a 30% fee to cover material and setup costs.

10. Contact & Support
For any questions or assistance, reach us through any of the following channels:

Business Address:
Tom Mboya Street, Afya Business Centre, Nairobi, Kenya

Policy Last Updated: June 27, 2025

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