1. Introduction
At OurDuka, customer satisfaction is our priority. We understand that sometimes things don’t go as planned, and you may need to return a product. This Return Policy outlines the guidelines and procedures for returning products purchased on our platform.

2. Return Eligibility

• Condition: Products must be returned in their original condition, including all packaging, accessories, and documentation.
• Timeframe: Returns must be initiated within [X] days of receiving the product. Specific timeframes may vary depending on the product category.
• Non-Returnable Items: Certain items, such as perishable goods, custom-made products, and digital downloads, are not eligible for return. Please refer to the product listing for specific return policies.

3. Return Process

• Step 1: Contact our Customer Support Team at support@ourduka.co.ke to initiate a return. Provide your order number, reason for return, and any supporting documentation or photos.
• Step 2: Our team will review your request and provide you with a Return Authorization Number (RAN) and return shipping instructions.
• Step 3: Package the item securely and include the RAN on the outside of the package. Ship the item back to the address provided.
• Step 4: Once we receive and inspect the returned item, we will process your refund or exchange within [X] business days.

4. Refunds

• Refund Method: Refunds will be issued to the original payment method used for the purchase.
• Processing Time: Refunds may take [X] business days to appear in your account, depending on your bank or payment provider.
• Partial Refunds: In some cases, partial refunds may be issued if the product shows signs of use or if the return is initiated after the allowed timeframe.

5. Exchanges

• Eligibility: If you wish to exchange an item for a different size, color, or model, please specify this when initiating the return. Exchanges are subject to product availability.
• Process: The exchange process follows the same steps as a return. If the desired exchange item is unavailable, you may choose to receive a refund or select an alternative product.

6. Return Shipping

• Responsibility: Customers are responsible for return shipping costs unless the return is due to a defect or an error on our part.
• Label: A pre-paid return shipping label may be provided in certain cases. Otherwise, customers should choose a reliable shipping method with tracking.

7. Damaged or Defective Items

• Inspection: If you receive a damaged or defective item, please contact our Customer Support Team immediately with photos and details of the issue.
• Resolution: We will arrange for a replacement, exchange, or refund at no additional cost.

8. Contact Us For any questions or assistance with returns, please contact our Customer Support Team at support@ourduka.co.ke