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1. Returns are sent at the customers expense. The customer is allowed to exchange the product and if the product exchanged is cheaper than the initial product, the customer will be refunded the balance in full by crediting to the Mpesa or Bank Account.
2. Where Shana sends a defective or a wrong item, return shipping fee will be refunded to the customer.
3. Warranty only applies to specified electronic items and specified items under product description.

If Shana made a mistake, we will always resolve the issue to your satisfaction.

1. All returns must first be approved by our Customer Service Team, if approved, you will be provided with a return form to fill with reasons for return.
2. Please use appropriate return channel, incase of package loss or damage during transit we will not be responsible in such cases.
3. For exchanges, the process will commence immediately after we confirm receipt of the returned item. The customer will be issued with a special coupon code to facilitate free shipping  and delivery. Shipping of exchanged product will take the standard shipping time of a maximum of 3 days depending with the availability of the product as per the product description.

1. Refunds will be processed immediately of confirmation by Shana of the resolution of the complaint. Shana strives to ensure customer complaints are reolved at the shortest time possible.

1. -Shana offers same day delivery at a fee to some of its products within Nairobi and 2 to 3 days for delivery out Nairobi.-Next day delivery is the standard delivery time within Nairobi.-The standard delivery time for items shipped from abroad is between 5 to 10 working days. Sometimes items that are shipped from abroad my take less than 5 days to arrive and this happens when the order is received a day before departure of items from abroad.-Shana has designated pickup points within Nairobi CBD and doorstep delivery is offered upon customers request. The customer has to fill his/her specific location under ‘Order note (Optional)’

   - Free delivery country wide is offered for shopping above KSH. 5000

    

   Feel free to contact us on 0748800004/0748800002 or email us to shana@shana.clients.co.ke