Return & Refund Policy
At Nexton Crafts Kenya, we want our customers to have a clear and straightforward shopping experience. This Return & Refund Policy explains when returns and refunds may be accepted, how to request one, and what to expect during the process.
By placing an order with Nexton Crafts Kenya, you acknowledge and agree to the terms outlined below.
1. Return Window
Customers may request a return within 2 days of receiving their order.
Return requests submitted after the 2-day return period may not be accepted, except where the product received is confirmed to be defective, damaged, or incorrect.
We recommend checking your order as soon as it is delivered and contacting us promptly if there is a problem.
2. Conditions for Returns
To be eligible for an approved return, the following conditions generally apply:
The return request must be submitted within 2 days of receiving the order.
The product must be unused and in its original condition.
The product should be returned with its original packaging, accessories, labels, and other items supplied with the product, where applicable.
The product must not have been damaged, altered, modified, or mishandled after delivery.
Proof of purchase or order details may be required.
The return must be approved by Nexton Crafts Kenya before the product is sent back.
All returned products are subject to inspection before a refund or other resolution is approved.
3. Defective, Damaged, or Incorrect Products
If you receive a product that is defective, damaged during delivery, or different from the product you ordered, please contact us as soon as possible and within 2 days of receiving the order.
When contacting us, please provide:
Your order number or proof of purchase
Your name and contact details
The name of the product
A description of the problem
Clear photos or videos showing the defect, damage, or incorrect product
Our team will review the information and may request additional details to help us assess the issue.
If the product is confirmed to be defective, damaged, or incorrectly supplied by Nexton Crafts Kenya, we may offer a replacement or refund, depending on the circumstances and product availability.
4. Exchanges
We do not accept exchanges for change of mind or customer preference.
This includes requests to exchange a product because of:
Change of mind
Incorrect selection by the customer
Choosing the wrong size
Choosing the wrong colour
Ordering the wrong quantity
No longer wanting the product
An exchange may only be considered when the product received is confirmed to be defective, damaged, or incorrectly supplied by Nexton Crafts Kenya.
Where an exchange is approved, the replacement product will depend on availability.
5. Change of Mind
We do not accept returns or exchanges solely because a customer has changed their mind or no longer wants the product.
Customers are encouraged to carefully review the product information before placing an order, including:
Product size
Colour
Quantity
Specifications
Materials
Product features
Compatibility
Other relevant product details
If you are unsure about a product before purchasing, please contact us for assistance.
6. How to Request a Return or Refund
To request a return or refund, please contact Nexton Crafts Kenya within 2 days of receiving your order.
Please provide:
Your order number or proof of purchase
Your name and contact details
The product name
The reason for your return request
Clear photos or videos where the product is defective, damaged, or incorrect
Our team will review your request and let you know whether it qualifies for a return.
Please do not send a product back before contacting us and receiving return instructions.
7. Return Approval
Submitting a return request does not automatically mean that the return has been approved.
Each return request may be reviewed based on the condition of the product, the reason for the return, the date the order was received, and the information provided by the customer.
If your return is approved, we will provide instructions on how and where to return the product.
8. Return Delivery Costs
For a confirmed defective, damaged, or incorrectly supplied product, Nexton Crafts Kenya will advise the customer on the appropriate return arrangements.
For any other approved return, where an exception has been agreed by Nexton Crafts Kenya, the customer may be responsible for the applicable return delivery costs.
Customers should not send products back without first contacting us.
9. Refunds
Once an approved returned product has been received, it may be inspected to confirm that it meets the applicable return conditions.
If the refund is approved, we will process the refund using an appropriate payment method.
The time required for the refund to reach the customer may vary depending on the payment method or financial institution involved.
A refund will only be processed after the return has been approved and any required inspection has been completed.
10. Products That May Not Qualify for Return
A return may not be accepted where a product:
Has been used or altered after delivery
Has been damaged by the customer
Is missing important components, accessories, or packaging where these are required
Shows signs of misuse or improper handling
Is returned after the applicable return period
Does not meet the conditions of this policy
Where a product is defective, damaged during delivery, or incorrectly supplied by Nexton Crafts Kenya, please contact us so that we can assess the situation.
11. Order Accuracy
Before completing your purchase, please carefully check your:
Product selection
Size
Colour
Quantity
Product specifications
Delivery information
Contact details
Order total
This helps prevent errors and ensures that your order is processed correctly.
If you need assistance choosing a product, please contact us before placing your order.
12. Refund and Return Exceptions
In some circumstances, Nexton Crafts Kenya may consider a return or refund outside the standard conditions stated in this policy. Any such exception is considered on a case-by-case basis and does not automatically change the general return policy.
Where an exception is approved, we will communicate the applicable arrangements to the customer.
13. Contact Us
To request a return or refund, please contact Nexton Crafts Kenya within the applicable return period.
📧 Email: nextoncraftskenya@outlook.com
📞 Phone: +254715845919
📍 Location: Kimathi Street, Old Mutual Building, 2nd Floor, Room 225, Nairobi, Kenya
When contacting us about a return or refund, please provide your order number or proof of purchase, the product name, and a brief explanation of the reason for your request. For defective, damaged, or incorrect products, please also provide clear photos or videos showing the issue.
14. Policy Updates
Nexton Crafts Kenya may update this Return & Refund Policy when necessary to reflect changes to our business practices, products, services, or applicable requirements.
Any updated policy will be published on this page.
Last Updated: August 2026
Summary
Return window: 2 days from receiving the order
Change-of-mind returns: Not accepted
General exchanges: Not accepted
Defective/damaged/incorrect products: May qualify for replacement or refund after assessment
Return approval: Required before sending a product back