Refund policy

RETURNS, EXCHANGES & REFUND POLICY

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SMASH ELEMENT RETURNS, EXCHANGES & REFUND POLICY

At Smash Element, we strive to ensure that every customer receives products that meet our quality standards. Please read this policy carefully before making a purchase.

By placing an order with Smash Element, you agree to the terms outlined below.

1. GENERAL POLICY

Due to the nature of fashion and apparel products, all sales are considered final unless otherwise stated in this policy.

Smash Element reserves the right to approve or reject any return, exchange, or refund request at its sole discretion, subject to applicable consumer protection laws.

2. ELIGIBILITY FOR EXCHANGES

Products may qualify for exchange only if:

  • The request is submitted within seven (7) days of delivery.

  • The item is unworn.

  • The item is unused.

  • The item is unwashed.

  • Original tags remain attached.

  • Original packaging is retained.

  • Proof of purchase is provided.

Failure to satisfy any of the above requirements may result in rejection of the exchange request.

3. ITEMS NOT ELIGIBLE FOR RETURN OR EXCHANGE

The following items cannot be returned or exchanged:

  • Worn products

  • Washed products

  • Altered products

  • Damaged products caused by customer misuse

  • Sale or clearance items

  • Promotional giveaway items

  • Gift cards

  • Custom-made products

  • Personalized products

  • Limited-edition products marked as non-returnable

4. SIZING RESPONSIBILITY

Customers are responsible for reviewing sizing information before purchasing.

Smash Element shall not be liable for incorrect size selections made by customers.

Where an exchange is approved for sizing purposes, the customer shall be responsible for all return and replacement shipping costs unless otherwise agreed.

5. DAMAGED OR INCORRECT ITEMS

If a customer receives:

  • A defective product

  • A damaged product

  • An incorrect item

The customer must notify Smash Element within forty-eight (48) hours of delivery.

The notification must include:

  • Order number

  • Description of the issue

  • Clear photographs showing the issue

Failure to report within the stated period may result in denial of the claim.

6. REFUNDS

Refunds are generally not offered.

Refunds may only be considered where:

  • The ordered item is unavailable.

  • Smash Element cannot fulfill the order.

  • Applicable law requires a refund.

  • An error attributable solely to Smash Element cannot reasonably be resolved through replacement or exchange.

Approved refunds shall be processed through the original payment method where possible.

Processing times may vary depending on payment providers and financial institutions.

7. SHIPPING COSTS

Unless otherwise required by law:

  • Original shipping fees are non-refundable.

  • Return shipping costs are the responsibility of the customer.

  • Replacement shipping costs may be charged to the customer.

Smash Element is not responsible for items lost during return shipping.

Customers are encouraged to use trackable shipping services.

8. INSPECTION OF RETURNS

All returned products shall be inspected before approval.

Smash Element reserves the right to reject returned items that:

  • Show signs of wear

  • Show signs of washing

  • Have missing tags

  • Have odors, stains, or damage

  • Fail quality inspection

Rejected items may be returned to the customer at the customer's expense.

9. CHARGEBACKS AND PAYMENT DISPUTES

Customers agree to contact Smash Element first regarding order concerns before initiating chargebacks or payment disputes.

Submission of fraudulent chargebacks may result in:

  • Permanent account restrictions

  • Refusal of future orders

  • Legal recovery actions where permitted by law

10. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Smash Element shall not be liable for:

  • Indirect losses

  • Consequential losses

  • Lost profits

  • Delays caused by couriers

  • Customer sizing errors

  • Customer misuse of products

Our maximum liability shall not exceed the purchase price of the affected item.

11. POLICY CHANGES

Smash Element reserves the right to modify this policy at any time without prior notice.

Changes become effective immediately upon publication on the website.

12. CONTACT INFORMATION

For return or exchange requests, please contact:

Smash Element

Email: info@smashelement.com

Phone: +254 115 296 693

Website: https://smashelement.com/ 

Address: Nairobi

 

Order Number Required For All Requests.