At Kente Cove Ltd, customer satisfaction is one of our top priorities. We are committed to providing high-quality kids’ fashion products and ensuring a smooth shopping experience for every customer. This Refund, Return & Cancellation Policy explains the conditions under which products may be returned, exchanged, refunded, or cancelled.

This policy applies to all purchases made through our website and should be read carefully before placing an order. By making a purchase, you agree to the terms outlined in this policy.

Our goal is to maintain fairness, transparency, and compliance with Nigerian consumer protection laws while protecting both customers and our business operations.

1. Introduction

This policy outlines the rules and procedures for:

  • Product returns
  • Refund requests
  • Product exchanges
  • Order cancellations

It applies to all orders placed through Kente Cove Ltd’s website for children’s clothing, footwear, accessories, and related fashion products.

We understand that shopping for kids’ fashion online may sometimes require exchanges or returns, especially with sizing concerns, and we aim to make the process simple and customer-friendly.

2. Eligibility for Returns

We accept returns under specific conditions to ensure fairness and product quality standards.

To qualify for a return, the item must:

  • Be unused, unworn, and unwashed
  • Be in its original condition
  • Have all original tags attached
  • Be returned in the original packaging
  • Include proof of purchase such as order ID, invoice, or receipt
  • Have the return request initiated within 7 to 14 days of delivery

Products that do not meet these conditions may not be accepted for return.

Return eligibility is subject to inspection and final approval by Kente Cove Ltd.

3. Non-Returnable Items

For hygiene, safety, and product integrity reasons, certain items cannot be returned.

These include:

  • Innerwear and underwear
  • Socks and hygiene-sensitive items
  • Personalized or customized products
  • Clearance, discounted, or final sale items (where clearly stated)
  • Gift cards or promotional items
  • Products damaged due to misuse, improper handling, or customer negligence
  • Items returned without tags or original packaging

These exclusions help us maintain product quality and protect all customers.

4. Reasons for Return Acceptance

Returns may be approved for the following valid reasons:

Wrong Item Delivered

If the item received is different from what was ordered.

Defective or Damaged Product

If the product arrives with visible defects, damage, or manufacturing faults.

Incorrect Size Sent (Company Error)

If the wrong size was shipped by Kente Cove Ltd despite the correct size being ordered.

Significant Difference from Product Description

If the product materially differs from the description shown on our website.

All claims must be supported with relevant evidence where required.

5. Kids Fashion-Specific Return Conditions

As a kids fashion brand, we recognize that sizing and appearance expectations are important.

Please note the following:

  • Customers must carefully review the sizing guide provided before placing an order
  • Parents and guardians are responsible for selecting the correct size for children
  • Minor differences in color caused by lighting or screen display settings do not qualify as defects
  • Slight variations in fabric texture, stitching, or finishing may occur and are not considered faults unless they affect product usability

Returns based solely on personal preference or minor visual differences may not be approved.

6. Return Process

To request a return, please follow the steps below:

Step 1: Submit a Return Request

Contact our support team via email or through the website return request form.

Step 2: Provide Required Information

Please include:

  • Full name
  • Order ID
  • Product name
  • Reason for return
  • Clear product images (required for damaged or defective items)
Step 3: Wait for Approval

Our team will review your request and provide return instructions if approved.

Step 4: Return the Product

You may be asked to:

  • Ship the item back using an approved courier, or
  • Schedule a pickup if pickup service is available in your location

Returns sent without prior approval may be rejected.

7. Return Shipping

Return shipping responsibilities depend on the reason for return.

Customer Pays Return Shipping

For general returns such as:

  • Change of mind
  • Incorrect size selected by customer
  • Preference-based returns
Company Pays Return Shipping

For:

  • Wrong item delivered
  • Defective products
  • Damaged items caused before delivery
  • Company shipping errors

Customers are encouraged to use secure and trackable courier services to avoid loss during return transit.

Kente Cove Ltd is not responsible for returns lost during shipping without proof of dispatch.

8. Inspection and Approval

Once the returned product is received, our team will inspect it to ensure it meets return eligibility requirements.

Inspection includes checking:

  • Product condition
  • Tags and packaging
  • Usage signs
  • Return reason validity
  • Compliance with this policy

Inspection is usually completed within 3 to 5 business days after receipt.

Following inspection, the return will either be:

  • Approved
  • Rejected
  • Approved with partial refund where applicable

Customers will be notified of the final decision.

9. Refund Policy

Refunds are issued only after the returned item has passed inspection and return approval.

Refunds may be processed through:

  • Original payment method used during purchase, or
  • Store credit (where applicable and agreed)

Refund processing typically takes 5 to 10 business days after approval, depending on payment providers and banking systems.

Shipping fees are generally non-refundable unless the return is due to our error.

10. Partial Refunds

In some cases, partial refunds may apply.

This may happen if:

  • The returned item shows signs of handling beyond reasonable inspection
  • Original packaging is missing
  • Some accessories, tags, or included items are missing
  • Minor damage is found that reduces resale value

Any deductions will be clearly explained before the refund is finalized.

We aim to ensure fairness and transparency in all partial refund decisions.

11. Exchange Policy

We allow exchanges under the following conditions:

  • Size exchange requests
  • Defective product replacement
  • Wrong item replacement
  • Product quality issues confirmed upon review

Exchanges are subject to stock availability.

If the requested replacement item is unavailable, customers may receive:

  • A full refund, or
  • Store credit for future purchases

Exchange requests must meet the same conditions as return requests.

12. Order Cancellation Policy

Customers may request order cancellation only before the order has been processed or dispatched.

Before Dispatch

Orders may be cancelled and refunded subject to payment verification.

After Shipment

Once an order has been shipped, cancellation is no longer possible.

Customers must wait for delivery and follow the standard return process if eligible.

Kente Cove Ltd also reserves the right to cancel orders due to:

  • Payment verification issues
  • Product unavailability
  • Fraud concerns
  • Pricing errors
  • Incomplete customer information

Where payment has already been made, refunds will be processed accordingly.

13. Late or Missing Refunds

If your refund has been approved but has not been received within the stated timeframe:

Please first:

  • Check your bank account
  • Contact your card issuer or payment provider
  • Confirm processing timelines with your financial institution

If the delay exceeds the expected processing period, please contact our support team for assistance.

We are committed to resolving refund delays promptly.

14. Fraud Prevention Measures

To protect our business and customers, Kente Cove Ltd reserves the right to reject return or refund requests where misuse of the return policy is detected.

This includes:

  • Repeated suspicious return patterns
  • Returning used or altered products
  • False damage claims
  • Fraudulent refund requests
  • Abuse of promotional return privileges

Accounts involved in suspicious activity may be restricted, suspended, or permanently blocked.

15. Legal and Consumer Protection Compliance

This policy is designed in alignment with:

  • Nigerian consumer protection laws
  • Fair trade practices
  • E-commerce best practices
  • Ethical retail standards

We believe in clear, transparent, and non-misleading refund policies that protect both customer rights and business operations.

Customers are encouraged to review all product details before purchase to ensure informed decision-making.

16. Special E-commerce Considerations

Kids fashion often involves higher return rates due to sizing and style expectations.

To reduce unnecessary returns, Kente Cove Ltd provides:

  • Detailed size guides
  • Accurate product descriptions
  • Clear product images
  • Seasonal fitting recommendations
  • Customer support before purchase

We encourage customers to review product details carefully and contact support if they need sizing assistance before placing an order.

Our goal is to support informed purchasing and reduce avoidable return issues.

17. Contact Us

For all refund, return, exchange, or cancellation requests, please contact us:

Contact Details:

  • Address:  Kente Cove Ltd, Lagos, Nigeria

We are committed to providing fast, fair, and transparent customer support for all return-related concerns.