Return and Refund Policy: Ravora Systems

1. OUR COMMITMENT

At Ravora Systems, we strive to provide a seamless shopping experience. We understand that occasionally a product may not meet your expectations. This policy is designed to be fair to both the customer and the business, ensuring transparency in how we handle returns, exchanges, and refunds in accordance with the Consumer Protection Act (2012) of Kenya.

2. THE 7-DAY RETURN WINDOW

• Customers have a period of seven (7) days from the date of delivery to initiate a return request.
• Calculation: The 7-day period begins the day the tracking status shows "Delivered" or the day the item is collected from a pick-up station.
• Expiration: Requests made after the 7th day will not be eligible for a return or refund, except in cases of latent manufacturing defects covered by a specific warranty.

3. ELIGIBILITY FOR RETURNS

To ensure a successful return, the following conditions must be strictly met:

• Pristine Condition: The item must be unused, uninstalled, and in the same condition that you received it.
• Original Packaging: The product must be in its original, unopened packaging. This includes all outer boxes, internal cushioning, and protective plastic wraps.
• Complete Components: All accessories, manuals, cables, and free promotional gifts included in the original order must be returned.
• Hygiene & Safety: Apparel must have all original tags attached. Items must be free of scents, stains, or signs of wear.

4. NON-RETURNABLE ITEMS

For the safety of our customers and the integrity of our inventory, the following items are final sale and cannot be returned:

• Personal Care & Hygiene: Innerwear (lingerie/boxers), earrings, skincare, and opened beauty products.
• Perishables: Food, beverages, and health supplements.
• Digital Assets: Software keys, top-up vouchers, and gift cards once the code has been revealed or sent.
• Custom Orders: Any item that was specifically customized or personalized at the customer's request.
• Clearance/Sale Items: Products marked as "Non-Returnable" or sold during "Final Clearance" events.

5. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If you receive an item that is damaged in transit, defective, or incorrect (wrong size/model):

• Immediate Reporting: You must report the issue to Ravora Systems within 24 hours of receipt.
• Documentation: Provide clear photographs or a short video of the defect and the shipping label.
• Resolution: Once verified, Ravora Systems will bear the full cost of return shipping and provide a replacement or a full refund at no extra cost to you.

6. HOW TO INITIATE A RETURN

To return an item, please follow this process:

1. Contact Support: Email info@ravorasystems.com or call 0116 045 045 with your Order ID.
2. Self-Service: (Optional) Log in to your Ravora Systems account and click "Request Return" next to the specific order.
3. Authorization: You will receive a Return Merchandise Authorization (RMA) number. Do not send items back without this number, as they will not be accepted at our warehouse.
4. Drop-off/Collection: You can drop the item at our designated Nairobi center or we can arrange a courier collection (costs apply for non-defective returns).

7. REFUND MODALITIES AND TIMELINES

All returns are subject to a Quality Check (QC) upon arrival at our facility.

• QC Period: This process takes 24–72 hours.
• Approval: If the item passes QC, your refund will be authorized. If the item is found to be used or damaged by the customer, it will be sent back to you, and no refund will be issued.
• Refund Method: Refunds are issued to the original payment method (M-Pesa, Bank, or Card).
• Timeline: Once authorized, it takes 3 to 5 business days for the funds to reflect in your account.
• Deductions: Delivery fees paid at the time of purchase are non-refundable. For "change of mind" returns, a restocking fee of 10% may apply.

8. CANCELLATION OF ORDERS

• Pre-Dispatch: You may cancel your order at any time before it leaves our warehouse for a full refund.
• In-Transit: If you cancel while the item is already with the courier, you will be refunded the item cost minus the delivery fees.

9. WARRANTY AND REPAIRS

For electronics and high-value appliances:

• Ravora Systems honors the Manufacturer's Warranty.
• If a product develops a fault after the 7-day return window but within the warranty period, we will facilitate the repair through the manufacturer's authorized service centers.

10. CONTACT US

For any clarifications regarding this policy, please reach out to our team: