Effective Date: 19 June 2025
Business Name: Kusani Ltd
Website: www.kusaniltd.com
Contact Email: [email protected]
Postal Address: P.O. Box 19150-00501 JKIA, Nairobi, Kenya
Overview
At Kusani Ltd, we take pride in delivering high-quality branded products and custom design services. We want you to be fully satisfied with your purchase or project. If something doesn’t go as expected, we’re here to help.
This policy outlines the process, conditions, and timelines for returns and refunds, applicable to both physical products and service-based engagements.
Returns & Exchanges for Physical Products
We accept returns or exchanges for non-custom, non-personalised products within 7 days of delivery, provided the item meets the following conditions:
Return Eligibility
- Product must be unused, undamaged, and in original packaging
- Product must be accompanied by the receipt or proof of purchase
- Product must not be customised, branded, or made-to-order
❌ Non-Returnable Items
- Custom-engraved or branded products
- Personalized promotional items
- Design services, consultancy, or digital assets
- Items damaged due to misuse or mishandling
Refunds for Custom Services & Design Projects
Due to the creative and consultative nature of our work, we generally do not offer refunds for completed services. However, we are committed to client satisfaction and may provide partial refunds or service credits under the following conditions:
Refund Considerations:
- A refund may be issued if work has not yet begun on the project.
- If a project is cancelled mid-way, a partial refund may be granted, minus any time, resources, or third-party costs already committed.
- Refunds are not available for completed deliverables that meet the agreed-upon brief or timeline.
Please note: Design and branding work is highly customized and subjective. We will always make reasonable efforts to address your concerns or revise deliverables as part of our commitment to quality.
Exchange Process
If you’d like to exchange an eligible product, please email us at [email protected] within 7 days of delivery. We’ll guide you through the steps, including inspection, availability of replacement items, and shipping instructions.
Timelines
| Action | Timeframe |
|---|---|
| Return request window | Within 7 days of delivery |
| Product inspection and approval | Within 3–5 business days |
| Refund processing (if applicable) | Within 7–10 business days |
Refunds will be made to the original method of payment unless otherwise agreed.
Return Shipping
- You are responsible for shipping costs incurred for returning non-defective items.
- If the return is due to a defect or error on our part, we will cover the return shipping and replacement costs.
How to Initiate a Return or Refund
To start the return or refund process, please email us at:
📧 [email protected]
Subject line: Return/Refund Request – Order #[YourOrderNumber]
In your email, include:
- Full name and contact information
- Proof of purchase (receipt or order confirmation)
- Reason for return/refund
- Photos (if applicable)
We’ll respond within 2 business days with next steps.
Additional Notes
- Kusani Ltd reserves the right to deny refund or return requests that do not meet this policy’s conditions.
- All decisions regarding refunds and exchanges are made in good faith, with a view toward fairness and quality assurance.
Our Commitment
Your satisfaction matters. If you experience an issue with your product or service, please reach out. We’re committed to finding a respectful, reasonable solution that reflects the care we put into every project.