RETURNS & EXCHANGE POLICY

1. Our Commitment

At JDHAA | home_254 and active.254 we are committed to ensuring customer satisfaction. We want you to love what you ordered and if something is not right, let us know. Every garment is Made to Order, crafted specifically for you at the time of purchase. This means we do not accept returns based on change of mind. However, where a product carries a manufacturing defect, production error, or quality issue attributable to JDHAA, we take full responsibility and will make it right.

This policy applies to all purchases made through:

home_254 - homeapparel254.com and flagship store

active.254 – active_254.com and flagship store

Any authorised JDHAA B2B, diaspora gifting, or partnership channel

How to start a return or exchange

Visit the RETURNS & EXCHANGE FORM on homeapparel254.com. Have your order number (#XXXXX) and the phone number or email used at purchase ready. Our Sales and Customer Experience team is available Mon–Fri, 10AM–7PM and Sat, 10AM–6PM EAT via returns@homeapparel254.com or the website chatbot.

2. Policy at a Glance

Request Type	Accepted?	Window	Remedy / Fee
Manufacturing defect / JDHAA error	Yes	3 Calendar days	Replacement/Repair/ Store Credit - No Fee
Wrong apparel Delivered	Yes	within 48 hours of delivery.	Replacement
Transit damage	Yes	24 hours	Replacement/Repair/ Store Credit
Domestic refund request	Yes	1 - 2 days of delivery	Refund less 10% returns fee if error is on client
Instant exchange (within 24 hrs)	Yes	1 - 2 days of delivery	10% handling fee on order value.
Instant exchange (within 72 hrs)	Yes	1 - 2 days of delivery	7% handling fee on order value
Size / Colour exchange (2 - day window)	Yes	1 - 2 days of purchase	Subject to stock availability – 10% Handling fee
Order cancellation (pre-production, within 12 hrs)	Yes	12 hrs of order	Full refund - No fee
Order cancellation (production started)	Partial	Before shipment	Refund less 15% processing fee
International return (customer covers shipping)	Case by case	Contact CX	Customer pays all shipping charges
Change of mind / customer measurement error	No	—	Not eligible
Non-returnable items (see Section 5)	No	—	Not eligible

3. Returns

3.1 Eligibility

Since JDHAA operates on a Made-to-Order model, returns are governed strictly to maintain transparency and fairness. Returns are accepted on the following grounds:

Manufacturing defect or production error attributable to JDHAA

Wrong item delivered

Garment dimensions deviate materially from customer-approved measurements (JDHAA error only)

Print or embroidery error not matching the approved order confirmation

Damage incurred during transit, evidenced at delivery

Size or colour change requests within the 2-day exchange window (subject to stock availability and relationship with client and JDHAA - see Section 6)

Returns are NOT accepted on the following grounds:

Change of mind or personal preference after order confirmation

Incorrect measurements or size information provided by the customer

Minor colour variations within the 5 - 8% tolerance between digital representation and physical product - customers are responsible for all shipping and processing fees in such cases

Damage caused by improper washing, care, or handling contrary to the care label.

Items purchased and collected in-store (unless a JDHAA manufacturing defect is identified at point of collection)

3.2 Garment Requirements for All Returns

For any return or exchange to be accepted, ALL of the following conditions must be met without exception:

Requirement	Detail
Original Condition	Unworn, unwashed, no signs of use or tampering.
Label Tags	All original tags must be attached - not removed, tampered with, or reattached.
Original Packaging	Item must be returned in its original packaging.
Proof of purchase	Valid receipt or Order number must be provided.
Return authorisation	Customer must contact Customer Experience and receive written authorisation before returning any item.
Reporting window	Request must be raised within the applicable window (see Section 3.3).

No Exceptions Policy

Our returns department has the right to DENY any return that does not meet all of the above conditions. In the case that a return is denied, no credit or exchange will be issued and the customer will be asked to cover the return shipping fee.

3.3 Reporting Windows

Issue Type	Reporting Window
Manufacturing defect / production / measurement error	Within 2 calendar days of delivery or collection
Wrong item delivered	Within 24 hours of delivery
Transit damage	Within 24 hours of delivery - photographic evidence required
Domestic refund or instant exchange request	Within 1 - 2 days of receiving your order
Size / colour exchange	Within 2 days of purchase (in-store Order) or delivery (online)
Customer has travelled or is temporarily unable to return within window	Contact Customer Experience immediately - communication is essential; exceptions may be granted at JDHAA's discretion

3.4 Return Fees & Charges

Scenario	Fee / Charge
JDHAA defect or production error	No fee to the client - JDHAA covers all associated costs including return shipping
Standard domestic refund	10% returns fee deducted from the refund amount
Instant exchange (filed and returned within 24 hours)	10% of order value handling fee
Instant exchange (filed and returned within 72 hours)	7% of order value handling fee
Late return of instant exchange item (beyond 24 hrs of filing)	Additional 1% charge per day of delay
Return arising from inaccurate customer information or refusal of sales rep advice	30% charge on the individual item value
Restocking fee (over-stayed or certain returns)	3% deducted from total refund or credit
Customer-arranged return shipping	Non-refundable and borne by the customer (except JDHAA-confirmed defects)
Standard return processing	72-hour standard timeline from receipt of item; expedited processing available (additional charges apply)

3.5 Return Methods & Drop-Off

Returns may be made through the following channels:

In-store - Drop off at College House, University Way, Nairobi

CBD drop-off point - Drop to our store location (see store locator at homeapparel254.com/pages/store-locator)

Pick-up service - May be arranged by JDHAA; may incur a cost unless the return is due to a confirmed JDHAA defect

Domestic parcels - Address:

Kevin Jura,

+254 731 053 076,

Nairobi (as communicated by Customer Experience)

International / diaspora - JDHAA is developing a full international returns programme; currently, international returns are accepted only where the customer covers all shipping charges

For all postal or courier returns, include the packing slip and proof of purchase inside the parcel.

4. Refunds

4.1 Refund Eligibility

Refunds are available in the following circumstances:

Confirmed JDHAA manufacturing defect or production error where replacement is not possible or preferred

Wrong item delivered and replacement is not available

Valid domestic refund request submitted within 1 - 2 days of receiving the order

Order cancelled within 12 hours of placement before production commences

For all refund requests, the customer must provide a valid proof of purchase (receipt or order number) and the product must be in its original condition with all tags attached.

4.2 Refund Method & Processing Time

All refunds are processed to the original payment method. For M-Pesa payments, the refund is returned to the original M-Pesa number used at the time of purchase.

Refund Type	Processing Time
Standard refund (post-inspection)	2 - 4 business days from receipt and inspection of returned item
Cancellation refund (pre-production)	2 - 6 business days from cancellation confirmation
Store credit issuance	Within 1 business day of approval

Note: A 10% returns fee is deducted from all standard domestic refund amounts. No fee applies where the return is due to a confirmed JDHAA defect or error.

4.3 Order Cancellation

Stage at Cancellation	Refund Available	Fee
Within 24 hours of order – or/and not yet in production or shipped	Full refund	None
Production has commenced	Partial refund	15% processing fee deducted from order value
Item shipped / dispatched	Not eligible	N/A

To cancel an order, contact Customer Experience immediately in writing (email or WhatsApp). Cancellations are not accepted via social media comments or phone calls..

4.4 Order Amendments

In an attempt to fulfil orders within the shortest possible time, changes to orders are limited to within 2 - 3 hours of placing the order. After this window, amendments cannot be accommodated as production may have commenced.

5. Non-Returnable & Non-Exchangeable Items

JDHAA | home_254 and active.254 do NOT accept returns or exchanges for the following items under any circumstances:

Item Category	Reason & Notes
White Apparels	Non-returnable if any stain is present. White apparel purchased in-store is strictly non-returnable in case of staining.
Multicoloured Hoodies (Patched & Colour-Blocked)	Not exchangeable on the basis of patch pattern. Patch patterns vary per garment - no two look alike. If specific colour arrangement is required, a top-up of KSH 500 applies, but pattern arrangement will still differ.
Custom / Personalised Order Products	Made exclusively for the customer - cannot be restocked or resold.
Body-Hugging Apparel	Includes: Vests, Leggings, Biker Shorts, Playsuits, Rompers, and Bodysuits. Non-returnable for hygiene reasons. JDHAA may apply flexibility after thorough inspection on a case-by-case basis.
Final Sale / Black Friday / On-Sale Items	All sale items are final - no returns, exchanges, or refunds.
Gift Cards	Non-refundable and non-exchangeable.
Items without original tags or packaging	Tags and original packaging are required for all return or exchange requests.
Worn or damaged products (customer-caused)	Products showing signs of use, washing, or customer-caused damage are not eligible.

Please check the product description page on homeapparel254.com or active-254.com for item-specific return eligibility before placing your order.

6. Exchanges

6.1 Eligibility

If you are not satisfied with your purchase - be it in-store or online, you may request an exchange within 2 days of the purchase date. All exchange requests must be submitted through the RETURNS & EXCHANGE FORM on homeapparel254.com.

Conditions for exchange:

Item must be unworn, unwashed, and in original condition with all tags attached and original packaging

Exchanges are subject to stock availability - JDHAA will confirm before processing

Items returned from online orders are not eligible for in-store exchanges unless --pre-approved by the Reverse logistics department No Return item(s) shall be eligible for in-store exchanges unless pre-approved by the Reverse Logistics department.

6.2 Instant Exchange

JDHAA offers an Instant Exchange option for domestic customers who need a fast resolution. The following handling fees apply:

Timeframe	Handling Fee	Late Return Penalty
Exchange filed and items returned within 24 hours	10% of order value	+ 1% per day if item not returned within 24 hrs of filing
Exchange filed and items returned within 72 hours	7% of order value	+ 1% per day if item not returned within 24 hrs of filing

Items returned for Instant Exchange that do not meet the garment requirements (Section 3.2) will result in the customer being charged for those items.

6.3 Exchange Options

Scenario	Available Options
Requested size / colour is available	Direct like-for-like exchange at applicable handling fee only.
Requested item is unavailable	Customer may: (a) select a different item of equal value, (b) top up to get a higher-value item, or (c) receive JDHAA store credit.
Customer wants a lower-value item	Exchange processed; difference in value issued as store credit (no cash difference paid out).

Store credit issued through exchanges is valid for 12 months from the date of issue and is redeemable on homeapparel254.com, active-254.com, and in-store.

7. Product Quality & Colour Claims

JDHAA takes quality seriously and stands behind every garment we produce. Please note the following regarding colour and quality claims:

A 5 - 8% colour difference may occur between the actual product and digital representations on screens, this is a normal characteristic of screen-to-fabric rendering and does not constitute a defect

For returns or claims arising solely from colour differences within this tolerance, customers are responsible for all shipping costs, processing fees, and any other charges incurred

Where a colour or print error is outside this tolerance and clearly attributable to JDHAA production, it will be treated as a qualifying manufacturing defect (see Section 3.1)

JDHAA will always inspect quality claims thoroughly and fairly

8. How to Initiate a Return, Refund, or Exchange

All return, refund, and exchange requests follow the process below. Do not ship any item back before receiving authorisation.

CONTACT – Contact our Sales and Experience Team to give guidelines. . Have your order number and proof of purchase ready.

VERIFICATION - Our team verifies eligibility based on the guidelines in this policy. Additional information or photographs (minimum 3 angles for defect claims) may be requested.

AUTHORISATION - If approved, you receive written confirmation and return instructions. No item should be returned without a return authorisation reference.

PRODUCT RETURN - Ship or deliver the item to the address provided. Include the packing slip and receipt. Item must be in original condition with tags attached.

INSPECTION - Upon receipt, our team inspects the item within 5 hours against the return / exchange criteria.

RESOLUTION - If the item passes inspection, the agreed remedy (replacement, repair, exchange, store credit, or refund) is processed promptly as per the policy.

Process Summary

Fill Form / Contact CX → Verification → Authorisation → Return Item → Inspection (5 hrs) → Resolution (Refund / Replacement / Exchange / Credit)

9. B2B, Corporate & Custom Orders

For bulk orders, white-label partnerships, corporate gifting, and institutional custom orders, return and refund terms are governed by the specific agreement between JDHAA and the client. Where no specific agreement exists, the default terms of this policy apply.

All B2B clients are strongly encouraged to request a sample or prototype run prior to full-batch production. JDHAA will not accept returns for full batches where the client approved a sample or digital proof prior to production commencing.

10. Diaspora & International Orders

JDHAA is committed to serving the Kenyan diaspora and international customers. Our full international returns programme is currently in development. In the interim, the following applies:

International returns are accepted only where the customer covers all shipping charges

Claims must include photographic evidence and be submitted within 3 calendar days of the confirmed delivery date per courier tracking

JDHAA will cover return shipping on confirmed JDHAA production defects once the international returns programme launches

Replacement garments are subject to standard MTO lead time

Store credit is redeemable on homeapparel254.com and active-254.com

For all international enquiries contact: hello@homeapparel254.com

11. Customer Responsibilities

To ensure a smooth and fair process for all parties:

Review your order confirmation carefully before approving it for production - once production begins, design or specification changes cannot be made

Provide accurate measurements - use JDHAA's measurement size guide at checkout or visit the store for an in-person fitting or check which of our models have the same body size as you.

Inspect your garment on receipt and report issues promptly within the applicable window

Follow the care label attached to every JDHAA garment - damage from improper care is not covered by this policy

Retain your original packaging, tags, and order confirmation until fully satisfied

For cancellations, act immediately - production windows are short

Order amendments must be requested within 5 hours of placing the order

12. Governing Law & Policy Updates

This policy is governed by the laws of the Republic of Kenya, including the Consumer Protection Act and any applicable Kenyan legislation. Disputes are subject to the jurisdiction of Kenyan courts.

JDHAA reserves the right to update this policy at any time. The current version is always published on homeapparel254.com and active-254.com. Continued use of JDHAA services after an update constitutes acceptance of the revised terms.

Please understand that all measures in this policy are taken for the safety and satisfaction of our customers and JDHAA. We will always do our best to fulfil your requests fairly and promptly. Your feedback is important to us - if there is anything we can do to make this process easier, please reach out.

13. Contact & Support

Channel	home_254	active.254
Email	returns@homeapparel254.com	returns@active-254.com
Website	homeapparel254.com	active-254.com
In-store	College House, University Way, Nairobi	College House, University Way, Nairobi
Hours	Mon–Sat, 9AM–6PM EAT	Mon–Sat, 9AM–6PM EAT
Phone / WhatsApp	+254 731 053 076 and home-254 official social channels	Via official active.254 social channels

Made in Kenya. Made for You.

home_254: YOU BELONG · active.254: LIVE YOUR DRIVE