Refund & Return Policy

1. Return Eligibility

We accept returns and exchanges within 7 days of purchase, provided the following conditions are met:

• The product is unopened and in its original condition

• The original packaging is intact and undamaged

• You have proof of purchase (receipt or order confirmation)

• The product was not purchased during a final sale or clearance event

2. Non-Returnable Items

The following items cannot be returned:

• Opened or consumed products

• Items damaged by misuse or negligence

• Products without original packaging

• Items purchased during special promotions marked as "final sale"

• Custom or personalized orders

3. Defective or Damaged Products

If you receive a defective or damaged product, please contact us within 48 hours of delivery. We will arrange for a replacement or full refund, including return shipping costs. Please provide photos of the damage when contacting us.

4. Return Process

To initiate a return:

1. Contact us at info@californiawineskenya.com or +254 700 004499

2. Provide your order number and reason for return

3. We will provide you with a Return Authorization (RA) number

4. Package the item securely in its original packaging

5. Include the RA number and return form with your package

6. Ship the item to the address provided (return shipping costs are the customer's responsibility unless the item is defective)

5. Refund Processing

Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for purchase.

Please note that shipping costs are non-refundable unless the return is due to our error or a defective product.

6. Exchanges

We offer exchanges for items of equal or greater value. If the new item costs more, you will be charged the difference. If it costs less, we will refund the difference. Exchanges are subject to the same return eligibility criteria.

7. Store Credit

In some cases, we may offer store credit instead of a refund. Store credit does not expire and can be used for future purchases. Store credit is non-transferable and non-refundable.

8. Late or Missing Refunds

If you haven't received your refund within 10 business days, please check the following:

• Check your bank account or credit card statement

• Contact your bank or credit card company (processing may take additional time)

• Contact us if you still haven't received your refund

9. Contact Information

For questions about returns or refunds, please contact us:

Email: info@californiawineskenya.com
Phone: +254 700 004499
Address: California Wines by Rose, Westlands, Nairobi, Kenya