Dragon Design's Policy
Refund Relief
Your Money, Returned Hassle-Free
We aim to ensure a seamless experience with every purchase. Please review our refund and exchange policy to understand the process.
Refund Eligibility
- Timeframe: Refunds or exchanges are not available after 21 days from the purchase date.
- Conditions:
- Items must be unused, in their original condition, and in their original packaging.
- A receipt or proof of purchase is required for returns.
- Partial refunds may be issued for:
- Items not in their original condition.
- Items with missing parts or damages not caused by our error.
Refund Process
-
Initiate Request:
- Email info@dragonflykenya.com with the reason for your return.
- Wait for confirmation before returning any items.
-
Delivery Costs:
- Return shipping costs are the customer’s responsibility.
- Original courier fees are non-refundable.
- If an incorrect address was provided, new shipping costs will be charged for re-delivery.
-
Trackable Courier Services:
- For items valued over KSH 10,000, consider using a trackable courier or courier insurance.
- We are not liable for lost return shipments.
-
Approval & Refunds:
- Upon receiving and inspecting the returned item, we will email you to confirm the approval or rejection of your refund.
- Approved refunds will be credited to your original payment method within a few days.
Late or Missing Refunds
- Double-check your bank account or contact your credit card provider and bank for delays.
- If unresolved, email us at info@dragonflykenya.com for further assistance
Sale Items & Exchanges
- Refunds: Sale items are not eligible for refunds.
- Exchanges:
- Exchanges are only offered for defective or damaged items.
- Email info@dragonflykenya.com before returning items to:
Dragonfly Design Kenya - Location: Opportunity Factory, Mbagathi Ridge, Nairobi.
Swap Happy: Effortless Exchanges
- Gift Purchases:
- If the item was marked as a gift and shipped directly to you, we will issue a gift credit for the return value.
- Gift certificates will be mailed once the returned item is received.
- If the item wasn’t marked as a gift, a refund will be sent to the gift giver, and they’ll be notified.
International Returns & Export
-
- Import Duties: If you refuse to pay import duties or fail to collect a package, the value of the goods will be refunded, but original courier fees will not be refunded.
- Exchange Delivery Times: Delivery times for exchanged products may vary based on location.
For any questions, please contact us at info@dragonflykenya.com.