Delivery
1. Free Next Day Delivery Within Nairobi & Mombasa and upto 3 days for upcountry
- We deliver to nearly all regions within Kenya 5 days a week - Monday to Friday from 10.00 am to 3.30 pm.
- Enjoy Next Delivery within Nairobi and Mombasa regions outside of these may take up to 3 days.
- A Kshs.400 delivery fee will apply for any orders below 5kgs.
- If your delivery has not arrived by 5 pm on the due delivery date, please contact us by email or telephone (0110097366).
2. Unpacking your goods in the room of your choice
- As part of the high-quality service, our drivers will deliver your new appliance, allow you time to check for any damage before asking you to sign for the goods.
- All items should be inspected upon delivery and damaged goods should be refused. If you notice damage after goods are delivered you must report this to us IMMEDIATELY.
3. After-sales service
- At Rebune International Co. Ltd we operate a fair and open after-sales service. Everything you need to know about our policy is outlined here.
- Over 99% of our orders are handled perfectly – goods are delivered on time and work without fault. However, from time to time, things do go wrong. Parcels can get misrouted by the couriers, traffic can prevent deliveries from arriving on time, manufacturer’s specifications can be inaccurate and items can develop a fault.
- The real test of an online retailer is not just the availability of good value products, but how well they deal with after-sales problems. At Rebune International Co. Ltd we aim to offer a service most other online retailers fail to deliver on the product availability, value, reliable delivery and a clear and fair after-sales service. For more information reach out to our Customer Service(0110097366)
4. Damaged/ Missing/ Wrong items
- Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. However, items can get knocked about in transit, and whilst often it is only the packaging that is damaged, the products themselves are rarely damaged. Items also occasionally get misrouted or lost in transit.
- If the damage is noticed at the point of delivery the order can be declined and the item returned with the driver.
Return & Exchange Policy
General Terms
This Return and Exchange Policy outlines the terms and conditions under which customers may return or exchange products purchased from Rebune showrooms or our online store. This policy applies to all products purchased from Rebune International Co. Ltd unless otherwise specified.
Zero Refund Policy
- Rebune International Co. Ltd maintains a strict Zero Refund Policy. No cash refunds are offered for any returned products, regardless of the circumstances.
- All eligible returns will be processed as exchanges for products of equal, higher, or lesser value according to this Policy.
- Under this policy, customers should be aware that no cash refunds will be issued for returned products. Instead, once the returned item is inspected and accepted, a credit note will be issued. This credit note can be used to purchase a new item. If the new item is of higher value, the customer will need to pay the price difference. If the new item is of lower value, the customer can select additional items to fully utilize the credit note amount. For items of equal value, a direct exchange will occur.
Exchange Policy
To be eligible for an exchange, products must meet the following criteria:
- Products must be returned within 6 days of the original purchase date.
- Products must be in their original, unopened condition, complete with all accessories, packaging, and documentation.
- Proof of purchase (original receipt or invoice) is required at the time of return.
- Faulty products ("Out of Box Failure") must be reported within 24 hours of leaving the store or 24 hours from the delivery date.
Exchanges on large appliances will only be considered if they have not been installed and remain in good, unused condition. Specifically, large appliances must be:
- Uninstalled: The appliance must not have been connected or hooked up for use in any way, ensuring that it has not been subjected to wear or damage.
- In Original Packaging: While we encourage customers to return products in their original packaging, we understand that this may not always be feasible, especially for large appliances. If the original packaging is not available, customers should ensure that products are returned securely packaged to prevent any damage during transit. Returns will still be accepted at our discretion based on the condition of the product.
- Unused Condition: The appliance should be free of any visible signs of use including scratches, dents, or functionality tests. The customer must ensure that the appliance is returned in a condition comparable to its original sale state to facilitate the exchange process. Any determination of that state will be made at the discretion of our team based on visual inspection and operational functionality upon return.
Exchange Process
The exchange process follows these steps:
Inspection:
- The returned product will be inspected upon receipt to verify its condition.
- If the product is found eligible for exchange, the customer will be notified promptly.
Exchange:
- If the product is eligible for exchange, the Customer will be offered a replacement product of equal, higher or lesser value.
Price Difference:
- If the chosen replacement product has a lower value, no adjustment will be made, however to match the original purchase amount, the customer must select additional items to reach the equivalent total. If the chosen replacement product has a higher value, the customer must pay the difference in price.
Location:
- All exchanges must be conducted at one of our retail outlets located in Nairobi or Mombasa. Exchanges will not be processed via any other means.
Exclusions
The following products are not eligible for exchange:
- Products that have been used, damaged, or altered in any way.
- Products lacking original packaging or accessories.
- Products purchased from any of our clearance sales.
Return Shipping
- Customers are responsible for all shipping costs associated with safe return of products.