Return Policy

Introduction

At Clavis Fashion Hub, we want you to have a positive experience every time you shop with us. Occasionally, we know you may want to return items you have purchased. This Returns & Refunds Policy sets out our conditions for accepting returns and issuing refunds for items purchased on our platform. It also sets out when we will not accept returns or issue refunds.

Return Period and Conditions for Acceptance of Returns

Subject to the rules set out in this Returns & Refunds Policy, we offer returns for most items within 10 days of delivery (“the returns period”). We do not accept returns for any reason whatsoever after the returns period has lapsed. You may return items purchased on our website for the following reasons:

• Change of mind
• Size is not correct
• Item received with missing parts
• Wrong item, colour, or size

We shall only accept returns of items that are not worn, not used, not washed, not torn, not stained, and not perfumed. They should be in their original packaging with the seal intact where applicable.

Items That Cannot Be Returned

You are not entitled to a refund or return of the following product categories if you have changed your mind:

• Customized outfits
• Outfits customized to your specification (e.g., design, color, initials, embroidery, or printing)
• Items that you have damaged after delivery
• Used, worn, torn, stained, or perfumed items

Packaging Returns

When returning an item for any reason, you must do so in the exact condition you received it from Clavis Fashion Hub, with its original packaging and all tags and labels attached. Returned items are your responsibility until they reach us, so ensure they are packaged properly to avoid damage during transit.

You must not include any item not pertaining to the returned item as originally received from us. Clavis will not be responsible for any items erroneously contained within a returned package or for any data breach resulting from failure to eliminate personal data contained in a returned item.

Refunds

If we accept your return, or if you order but do not receive an item, we aim to refund you the purchase price of the item within the timeframe stated on the return timelines page. For incorrect, defective, or damaged items, you will also be refunded for the full cost of delivery of the returned items once your return is processed.

If the return is not due to an error on Clavis Fashion Hub's part (i.e., you changed your mind or the size does not fit as expected), you will not receive any refund on delivery fees. The refund request form shall indicate which payment method(s) for receipt of refunds are available to you.

Rejected Return and Refund Requests and Forfeiture

All items are inspected on return to verify the reasons for the return provided. If your return request is not approved by Clavis Fashion Hub, you shall not receive any refund of the purchase price or delivery fees. We will make two attempts to redeliver within 7 business days. If both re-delivery attempts are unsuccessful, we will notify you that we will hold the item for a further 30 days from the date of the initial notification. Our notification will include details about the pickup location and opening hours.

If you do not collect the item within the required period, you shall forfeit the item, meaning it shall become our property, and Clavis Fashion may dispose of it as deemed appropriate (e.g., by sale, charitable donation, recycling, or destruction).

Conditions for Return

1. Items must be returned in original condition and packaging within five (5) days of receipt by the customer.
2. If a product is returned with a refund request within five (5) days of receipt, a full refund for the product will be issued through the original payment method, less delivery costs.
3. If you return a product after the specified period, we will return the product to you at your expense.
4. Please send all returns to:
• SHOP NAME: CLAVIS FASHION HUB
• PHONE NO: 0796719962
• ADDRESS: SIENS PLAZA, 3rd Floor, Shop 6, RIVER ROAD, NAIROBI
5. We aim to process all refunds within three (3) days of receipt of the returned goods.
6. Please inquire with us on a courier service to use for your returns.
7. We will not accept returns for unwanted products after the stipulated period. Any returns made after this time will be sent back to you, and you will bear the delivery costs.
8. The cost of returning an item falls on the customer. Please ensure you obtain proof of the best courier service to confirm your return.
9. Keep the product clean. We expect you to try the product for suitability but not to wear it if considering a return.
10. If a product is returned in an unsuitable condition, we reserve the right to refuse a refund and may return the product to you at your expense.
11. All returned products should be sent in the original packaging and condition in which they were previously delivered.
12. If we observe abnormal return activity, such as simultaneous ordering and returning beyond what is expected, we may terminate or deactivate your account.