Legal

At Enan Shop, we want you to shop with confidence. We carefully source quality products from trusted suppliers and stand behind everything we sell. This policy explains your rights and our process for returns, exchanges, and refunds, ensuring a transparent, fair, and trustworthy shopping experience.

1. Overview

We offer flexible return options to ensure your complete satisfaction:
• 30-day return window for change of mind or dissatisfaction
• FREE return shipping on all valid returns within Kenya
• NO restocking fees on any returns
• Full refunds processed within 10 days
• Hassle-free exchanges for size, color, or style
• Lifetime support for defective products

2. Defective, Damaged, or Wrong Items Received

If you receive a defective, damaged, or incorrect item, we will make it right immediately. Your satisfaction is our priority.
Eligibility
• Timeframe: Report issues within 7 days of delivery for defective or damaged items
• Coverage: Applies to manufacturing defects, shipping damage, or incorrect items sent

What We Offer
You have two options:
1. Full Refund – Money back via your original payment method
2. Free Replacement – Exchange for the correct or new item at no cost

Our Guarantee
✅ Enan Shop covers ALL costs including return and replacement shipping
✅ NO inspection required for clearly defective items
✅ Immediate resolution – No waiting or hassle
✅ No restocking fees ever apply

How to Report
1. Contact us immediately at info@enanshop.co.ke or +254 723 451 401
2. Provide your order number and description of the issue
3. Send photos of the defect, damage, or wrong item (helps us process faster)
4. We’ll arrange FREE pickup or provide a prepaid return label
5. Choose refund or replacement
6. Receive your resolution within 10 days

Important Notes
• Manufacturing defects discovered within 90 days are covered under warranty

3. Standard Returns (Change of Mind, Doesn’t Fit, Not as Expected)

We understand that sometimes items don’t work out. We offer a generous 30-day return window for any reason, including:
• Changed your mind about the purchase
• Item doesn’t fit as expected
• Color or style doesn’t match your preference
• Quality doesn’t meet your expectations
• No longer need the item
• Any other non-defect reason

Return Window
• Returns must be initiated within 30 days from the date of delivery
• Contact us at info@enanshop.co.ke to start the process

Product Condition Requirements
To receive a full refund, items must be returned:
✅ Unused and unworn – No signs of use or wear
✅ Original packaging – Undamaged boxes, bags, or wrapping
✅ All accessories included – Shoe boxes, dust bags, extra laces, etc.
✅ Tags attached – Original price tags and labels intact
✅ Clean condition – No dirt, stains, odors, or alterations

Return Shipping
• FREE for customers – Enan Shop covers all return shipping costs within Kenya
• We will arrange collection from your location OR provide a prepaid shipping label
• Items must be returned within 7 days of initiating the return request

Restocking Fees
• NONE – We do not charge restocking fees on any returns

Refund Process
1. Once we receive your returned item, our team inspects it (usually within 1-2 days)
2. Upon approval, a full refund is issued to your original payment method
3. Refunds typically reflect in your account within 10 days, depending on your payment provider

4. How to Initiate a Return or Exchange

Starting a return or exchange is simple:

Step 1: Contact Us
Reach out within 30 days of delivery via:
📧 Email: info@enanshop.co.ke
📞 Phone: +254 723 451 401
💬 WhatsApp: +254 723 451 401

Step 2: Provide Information
Include the following in your request:
• Your order number (found in your confirmation email)
• Product name or SKU
• Reason for return: Change of Mind, Wrong Size, Defective, Wrong Item, etc.
• Preferred resolution: Refund, Exchange, or Store Credit

Step 3: Return Authorization
Our support team will:
• Confirm your return eligibility
• Provide a Return Authorization Number (RAN)
• Send return instructions and pickup arrangements or shipping label
• Answer any questions you have

Step 4: Pack and Ship
• Pack items securely in original packaging
• Include your Return Authorization Number inside the package
• Attach the shipping label we provide (if applicable)
• Hand over to our pickup agent or ship to provided address

Step 5: Receive Your Resolution
• We’ll notify you once we receive your return
• Inspection completed within 1-2 days
• Refund processed or exchange shipped immediately
• You’ll receive tracking information for exchanges

5. Non-Returnable Items
For health, hygiene, safety, and legal reasons, the following items cannot be returned unless they are defective or we shipped the wrong item:
Hygiene Items
❌ Underwear, boxers, or briefs
❌ Socks or hosiery
❌ Intimate apparel
❌ Swimwear (unless defective with tags attached)
Final Sale Items
❌ Items marked as “Final Sale”, “Clearance”, or “Non-Returnable” at time of purchase
❌ Promotional or flash sale items (if specified during purchase)
Other Exceptions
❌ Gift cards or promotional vouchers
❌ Custom-made or personalized items (if we offer these)
❌ Items worn outdoors or showing signs of use

Important Note
Defective or incorrectly shipped items in these categories are ALWAYS eligible for exchange or full refund under Section 2. Your health and safety come first.

6. Exchanges

We’re happy to exchange items for a different size, color, or style to ensure you get exactly what you need.
Exchange Types
Size Exchanges (Same Product)
✅ Always FREE within the same product line
✅ We cover all shipping costs both ways
✅ Fastest processing – usually ships same day upon receipt

Color/Style Exchanges (Same Price)
✅ FREE if the exchange item is the same price
✅ Subject to stock availability
✅ We notify you immediately if your preferred option is unavailable

Different Product Exchange (Price Difference)
• Higher Price: Pay the difference before we ship the new item
• Lower Price: We refund the difference to your original payment method
• Shipping is free on the exchange

Exchange Process
1. Request: Contact us within 30 days with your order number and desired exchange
2. Return: Send back the original item using our free return service
3. Inspection: We verify the returned item (1-2 days)
4. Ship New Item: Your exchange ships immediately upon approval
5. Delivery: Receive your new item within 3-7 days

Exchange Timeline
• Total time: 10 days from return initiation to receiving your exchange
• Rush exchanges available: Contact us for expedited options

Out of Stock Exchanges
If your preferred exchange item is out of stock, we’ll:
1. Offer a similar alternative product
2. Place you on a waitlist and notify you when restocked (held for 14 days)
3. Process a full refund if you prefer not to wait

7. Order Cancellations

Changed your mind immediately after ordering? We’ve got you covered.
Before Shipment (Order Processing)
✅ Orders can be cancelled FREE of charge before processing begins
✅ Contact us within 2 hours of placing your order for best results
✅ Full refund issued within 10 days
✅ No cancellation fees or penalties

How to Cancel:
• Call us immediately at +254 723 451 401, or
• Email info@enanshop.co.ke with “CANCEL ORDER” in the subject line and your order number
After Shipment (In Transit)

Once your order has shipped:
❌ Orders cannot be cancelled while in transit
✅ You may refuse delivery when the courier arrives (full refund issued)
✅ Or accept delivery and follow our 30-day return policy

Why Fast Cancellation Matters
We process orders quickly to ensure fast delivery. Orders placed before 3pm often ship the same day, so contact us immediately if you need to cancel.

8. Refund Processing

We strive to process refunds as quickly as possible while ensuring accuracy and security.
Inspection Process
1. Received: We confirm receipt of your return (email notification sent)
2. Inspection: Our team checks the item against our return conditions (1-2 days)
3. Approval: Return approved and refund initiated
4. Notification: You receive email confirmation with refund details

Refund Method
• Refunds are always issued to your original payment method
• We cannot issue refunds to different accounts or payment methods (security policy)

Refund Timeline by Payment Method
Payment Method Processing Time
M-PESA – 1-3 days
Airtel Money – 1-3 days
Visa/Mastercard – 5-10 days

Please Note:
• Timeline begins after our inspection is complete
• Bank and mobile money provider processing times vary
• If you don’t receive your refund within the specified timeframe, contact your payment provider first, then reach out to us

Refund Confirmation
You’ll receive:
• Email confirmation when refund is initiated
• Transaction reference number for tracking
• Expected date when funds will be available

9. International Returns

Currently, Enan Shop primarily serves customers within Kenya.

Kenya Returns
✅ All return policies above apply
✅ FREE return shipping nationwide
✅ Pickup service available in Nairobi and major cities

International Orders
If you’re ordering from outside Kenya:
• Contact us before purchasing to discuss return options
• Return shipping costs may apply for international returns
• Extended delivery times may affect 30-day return window
• We evaluate international returns case-by-case

10. Important Terms & Conditions

Proof of Purchase
• Original order number or receipt required for all returns
• Returns without proof of purchase cannot be processed

Product Verification
• We reserve the right to verify returned items matching the original purchase
• Serial numbers, tags, and product codes are checked during inspection
• Counterfeit or non-Enan Shop items will not be accepted

Return Shipping Requirements (When Self-Shipping)
• Use a trackable shipping method with proof of delivery
• Enan Shop is not responsible for lost or damaged returns in transit if you choose your own courier
• We strongly recommend using our free return service to avoid issues

Fraudulent Returns & Policy Abuse
We trust our customers, but we must protect against abuse:
• Multiple returns of worn items may result in account review
• Returning non-Enan Shop products is considered fraud
• Abuse of our return policy may result in:
o Return privileges suspended
o Account closure
o Legal action for significant fraud

Policy Changes
• We may update this policy periodically
• Changes are effective upon posting to our website
• Material changes will be communicated via email
• Last revised date shown at top of policy

Consumer Protection Rights
• This policy complies with Kenyan Consumer Protection Laws
• Your statutory rights are not affected by this policy
• You have rights under Kenyan law that cannot be waived

Contact for Disputes
If you disagree with a return decision:
1. Request to speak with a supervisor or manager
2. Provide additional documentation or evidence
3. We’ll review your case within 48 hours
4. If unresolved, you may seek independent dispute resolution

11. Contact Us

For any questions or assistance with returns, exchanges, or refunds, our friendly customer service team is here to help.

Contact Information
Enan Shop
📧 Email: info@enanshop.co.ke
📞 Phone: +254 723 451 401
💬 WhatsApp: +254 723 451 401
🌍 Website: www.enanshop.co.ke
📍 Address: Limuru Road, Nairobi, Kenya

Business Hours
Monday – Friday: 9am to 5pm
Saturday: 9am to 12pm
Sundays & Public Holidays: Closed

Response Times
• Email: Within 24 hours (usually same day)
• Phone: Immediate during business hours
• WhatsApp: Within 2-4 hours during business hours

What to Include When Contacting Us
To help us serve you faster, please provide:
✅ Your order number
✅ Product name or description
✅ Reason for return/exchange
✅ Photos (if applicable for defective items)
✅ Your preferred resolution

12. Frequently Asked Questions

Q: Do I need the original receipt?
A: Your order number serves as your receipt. We can look up your order in our system with your email or phone number.
Q: Can I return sale or discounted items?
A: Yes! All items can be returned within 30 days unless marked “Final Sale” at checkout.
Q: What if I lost the shoe box?
A: For a full refund, items must be in new condition with original packaging.
Q: Can I exchange for a different brand?
A: Currently, we only offer exchanges for items we carry. You can return for a refund and place a new order for a different item.
Q: How long does the exchange process take?
A: A maximum of 10 days from when you ship the return to receiving your exchange.
Q: What if my return is lost in shipping?
A: If using our free return service, we bear that risk. If self-shipping, always use tracking and insurance.
Q: Can I return a gift?
A: Yes! The gift recipient can return items. Refunds go to the original purchaser’s payment method, or we can issue store credit.
Q: Do you offer store credit instead of refunds?
A: Yes! If you prefer store credit, let us know. Store credit never expires and can be used anytime.

Our Commitment to You
At Enan Shop, we believe in building lasting relationships with our customers. This return policy reflects our commitment to:
✅ Transparency – Clear terms with no hidden conditions
✅ Fairness – Policies that protect both you and us
✅ Quality – Standing behind every product we sell
✅ Service – Making returns and exchanges effortless
✅ Trust – Earning your confidence with every interaction
Shop with confidence. We’ve got your back.

This Return & Refund Policy was last updated on December 3, 2025, and is effective immediately for all purchases made on or after this date.