Returns & Refund
Return & Refund Policy
Last Updated 10th November 2023.
Return Policy
We accept returns in Kenya.
Return Window
You can return the product you bought within 15 days after it is delivered to you. But no extra time during holidays. Sending products from anywhere in Kenya to our office usually takes just one day. If you need more time for a very special reason, tell us in an email, subject to approval with evidence: EMAIL
returns@brainy.co.ke
How to Return Products
You can return products in-store or by email.
- In Store: Bring the product to our store at Purvi House in Westlands, Nairobi County, Kenya. You can also call us at +254 795 328 955 to request direction.
- By Email: Send an email to returns@brainy.co.ke explaining if you didn't understand the product description or if the product is defective.
Return Labels by Email
- Defective Products: Generate a return label for defective products yourself.
- Customer Remorse: Generate return labels for customer remorse returns, like when you purchase the wrong product or it doesn't fit.
Product Conditions
We accept returns for new and slightly used products.
- New Products: They must be unopened and in their original packaging.
- Used Products: They must be lightly used or opened. This is only applicable if customer would like to exchange with a higher version of the product
Currency
This policy applies to products in our website whose prices are all in Kenyan shilling (Ksh).
Restocking Fee
We don't charge a restocking fee for returns.
Requesting a Return / Refund
- To request a return or refund, you can:
- Call us at +254 795 328 955
- Email us at returns@brainy.co.ke
- Visit us in person at Purvi House, Westlands.
Operating Hours:
- Monday - Friday: 8:00 am - 5:30 pm
- Saturday: 9:00 am - 5:00 pm
- Sunday: Closed
Eligibility for CASH Refund
We give Cash refunds only when the product you receive is not what you ordered.
Cases Where We Can't Refund
We can't give refunds if you change your mind about buying the product or realize you don't need it anymore. Also, if you ask us to order something directly from the manufacturer because it's a special request, we can't provide a refund in those cases.
Option to Exchange
If you want a better version of the product and are willing to pay more, we can exchange it for you. But, you can't have opened any seals or boxes of the product to be eligible for this and be within the return window. If the product is slighly used, we allow for exchange as well but a 20% fee might be applicable depending on the condition of the product
Returning in Original Packaging
To be eligible for a full refund, include all the original packaging. If any packaging is missing, there might be a 20% fee.
Shipping Charges
You are responsible for the shipping cost when returning the product.
Refund Processing
We'll process your refund within 3 working days (Monday to Friday).
Ways to Get Your Refund
You can choose Mobile Payment (Mpesa), cheque, or bank transfer for your refund. Mpesa is for amounts below Ksh 100,000; for larger amounts, you can opt for a bank transfer or cheque. Share with us your Name, Phone Number, Bank Details for cheque or direct bank-to-bank transfers.
Creating Return Labels
You're responsible for making return labels addressed to Brainy at Purvi House, Westlands. Phone: +254 795 328 955.
Getting Permission for Returns
If you want to return a product, get permission by contacting us at +254 795 328 955, email us at returns@brainy.co.ke, or visit us in person at Purvi House, Westlands.
No Additional Fees
We won't charge you extra fees for returns.
Acknowledgment and Communication
We will acknowledge your return request and provide clear instructions.
Supervised Inspection
We'll carefully inspect the returned product to check its condition.
Full Refund
You'll receive a full refund if we don't have the specific product you ordered in stock. This can happen in situations like product unavailability with no alternatives, inventory discrepancies, the product being out of stock with no restocking date, supplier issues, or unexpected circumstances. In such cases, your satisfaction and financial integrity are our top priorities.
Keeping Your Information Secure
We keep your personal information private and won't share it with 3rd parties unless when facilitating returns or refunds.
Terms and Conditions Updates
Our terms and conditions may change for various reasons. If the changes affect you, we'll let you know via email or by updating our product page.
Thank you for choosing Brainy for your shopping needs.