Refund and Returns Policy

1. Overview

InfinityDiva is committed to ensuring customer satisfaction while maintaining fair and transparent commercial practices. This Refund and Return Policy sets out the conditions under which products purchased on 34.135.128.197/ may be returned and the circumstances in which refunds may be issued. The policy reflects prevailing e-commerce standards within Kenya while accounting for operational and logistical realities.

2. Eligibility for Returns

Customers may initiate a return request within seven (3) days of delivery of the item.

Returns are accepted under the following conditions:

• The item delivered is incorrect, damaged, defective, or suspected to be counterfeit
• The product does not match the description provided on the website
• The item is unused and in its original condition

For damaged, defective, or incorrect items, customers are strongly advised to initiate the return request immediately upon delivery.

3. Conditions for a Valid Return

To qualify for a return and potential refund, the following requirements must be met:

• The item must be returned in its original packaging, with all seals, tags, labels, and accessories intact
• The product must not show signs of use, alteration, or tampering
• For electronic devices, all passwords, screen locks, or linked accounts must be removed prior to return
• Any promotional items or free gifts included in the original order must also be returned

Failure to meet these conditions may result in the return being deemed invalid.

4. Return Process and Timelines

Once a return request has been successfully created:

• The item must be dropped off or handed over for return within three (3) days of request creation
• If the item is not returned within this period, the request will be automatically cancelled
• Upon receipt of the item, InfinityDiva will conduct a quality inspection to confirm eligibility

If the return does not comply with this policy, the customer will be notified and the item will be returned to them at their cost.

5. Refund Processing

Refund processing begins once the returned item has passed quality inspection and the return request has been approved.

Refund timelines and methods are as follows:

• Mobile Money Payments (e.g. M-Pesa):
  Refunds will be issued to the original mobile money account. Processing may take up to 24 working hours after approval.
• Bank Card Payments:
  Refunds will be credited back to the original card within 3 to 9 business days, subject to the issuing bank’s processing timelines.
• Store Credit / Voucher (where applicable):
  Refund vouchers are processed immediately upon approval and shared via email or customer account notification.

Refunds are issued using the same payment method used during checkout, unless otherwise agreed.

6. Non-Returnable Items

Certain items may not be eligible for return due to hygiene, safety, or regulatory reasons. These may include, but are not limited to:

• Innerwear and personal hygiene products
• Perishable or consumable goods
• Items clearly marked as “non-returnable” on the product page

Such exclusions will be clearly indicated at the point of purchase.

7. How to Create a Return Request on InfinityDiva

Step 1: Log in to your InfinityDiva account and navigate to My Orders
Step 2: Select the order containing the item you wish to return and click View Details
Step 3: Click Request a Return
Step 4: Select the quantity, reason for return, and provide additional details where necessary
Step 5: Choose your preferred drop-off or pickup option
Step 6: Select your refund method and provide any required account details
Step 7: Review your information and submit the return request

8. Customer Support

For assistance with returns, refunds, or general enquiries, customers may contact InfinityDiva through the following channels:

• Live Chat: Available Monday to Sunday, 9:00 am – 6:00 pm (including public holidays)
• Phone: +254 759 899 020 (Monday to Friday, 9:00 am – 6:00 pm)
• WhatsApp: Available via the official InfinityDiva contact number

9. Policy Updates

InfinityDiva reserves the right to amend this Refund and Return Policy at any time. Any changes will be published on 34.135.128.197/ and will apply to orders placed after the effective date.