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RETURNS & EXCHANGE POLICY

At JDHAA we are committed to ensuring customer satisfaction. We want you to love what you ordered, but if something is not right, let us know. You may return the merchandise and place a new order for another color, a different size, or an entirely new style.

RETURNS

Since we are Made to Order, to maintain transparency and fairness, we have established the following guidelines and processes for customer returns:

  1. Eligibility: Returns are applicable within 1 – 3 days from the date you receive your apparel.

  2. Condition of product: To qualify for a return, the product must be in its original condition, packaging, and still fitted with the label tags.

  3. Exceptions: Due to certain ethical reasons some products ARE NOT eligible for return. (See the list below of exceptions.)

  4. Shipping costs: Shipping costs for returns are the customer's responsibility and non-refundable, except when the error is clearly on our part, in which case JDHAA will cover the shipping costs.

  5. Restocking fee/ Transaction fee: A restocking fee of 3% may be applied for certain returned products. This fee will be deducted from the total refund amount.

  6. Return authorization: Customers must contact our customer experience team to initiate the return process.

 

EXCHANGES

Need to make a change?

If you are unhappy with your purchase, be it in-store or online, you may bring the item to the store for an exchange within 3 days of the purchase date.

REFUNDS

In cases that merit a refund, this will be processed and sent to the original customer’s M-Pesa number within 2 – 4 business days.

CONDITIONS FOR RETURNS & EXCHANGES

For a return or exchange to be processed:

  • Items must not be washed, worn or damaged.
  • All original label tags must be attached.
  • A valid proof of purchase must be presented.
  • Product should be in the original condition including packaging and accessories.
 

EXCEPTIONS

Please be advised that JDHAA trading as home_254, does NOT accept exchanges or returns for the following items:
  • White Apparels*
  • Multicolored Hoodie (Patched & Color Blocked Hoodies) *
  • Custom Order Products*
  • Body Hugging Apparel – Mushies, Leggings, Bikes Shorts, Playsuits and Rompers. *
  • Clearance Items or Black Friday or ON SALE Items
  • Gift Cards
*White Apparels purchased in-store are NON-RETURNABLE in case they have any kind of stain.
*Multicolored (patched) Apparel are NOT EXCHANGEABLE on the basis of PATCH PATTERN of the apparel purchased. Patch pattern changes with every apparel and none looks similar.
If you would like yours to have specific colors you will be required to top up KSH. 200. But remember colors will be the same but the arrangement/pattern will be different.
*Because custom and personalized products are made just for you, they are not returnable.
*Body Hugging Products are not returnable for hygienic reasons.
 

HOW TO INITIATE A RETURN, REFUND OR EXCHANGE

  1. Customer Contact: The customer contacts our Customer Experience team to request a return, refund, or exchange, providing the necessary details, including the proof of purchase and the reason for the request.  (See contact details below.)

  2. Verification: Our team verifies the eligibility of the return, refund, or exchange request based on the guidelines mentioned above.

  3. Authorization: If the request is approved, the customer receives confirmation from the Customer Experience team and instructions for returning the product.

  4. Product Return: The customer ships the product back to our specified address including the packing slip and receipt.

  5. Inspection: Upon receiving the returned product, our team inspects it to ensure it meets the return, refund, or exchange criteria.

  6. Refund Processing: If the product passes inspection, the appropriate action (refund or exchange) is processed via M-Pesa to the original number that the payment was received.

 

PRODUCT QUALITY CLAIM

Please note a 5-8% color difference may occur between the actual product and digital representations. For returns due to color differences, customers are responsible for shipping costs.
 

ORDER CANCELLATION

Customers can cancel their order for a full refund within 1-2 days of placing the order, provided the product has not been shipped. In case production has already begun Processing fees of 15% of the order value will be deducted.


ORDER AMENDEMENT

In an attempt to fulfill orders within the shortest period, making changes to orders is limited to 24 hours after placing the order.
 

For more information or assistance, please reach out via call, text or WhatsApp to our CUSTOMER SUPPORT TEAM - +254 (0) 105 101 588, 9AM EAT – 6PM EAT, 6 days of the week.