RETURNS & EXCHANGES POLICY

Our Promise to You

At Baby Wow Wow, we want you and your little one to be completely satisfied with your purchase. We understand that sometimes items may need to be returned or exchanged, and we’ve made this process as simple as possible.

Return Eligibility

Items eligible for return or exchange must meet the following criteria:

• Returned within 7 days of delivery date
• Unworn, unwashed, and in original condition
• Tags still attached
• In original packaging
• Accompanied by proof of purchase (order number, receipt)

Items Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns or exchanges on:

• Worn or used items
• Items without original tags
• Underwear and innerwear
• Items marked as “Final Sale”
• Personalized or custom-ordered items
• Gift cards

How to Return an Item

1. Initiate Return: Contact our customer service team within 7 days of receiving your order
   • WhatsApp: +254 724 093166
   • Email: info@babywowwow.co.ke
   • Include your order number and reason for return
2. Receive Authorization: Our team will review your request and provide return authorization
3. Package Your Return: Place the item(s) in the original packaging with all tags attached
4. Return Options:
   • Drop off at our store: Greenhouse Mall, West Wing, Ngong Road, Nairobi
   • Arrange pickup: Available in Nairobi for a KES 300 fee
   • Ship to our address: Customer is responsible for return shipping costs
5. Refund Processing: Once we receive and inspect your return, we’ll process your refund or exchange

Exchange Process

If you’d like to exchange an item for a different size or style:

1. Follow the return process steps above
2. Specify the item you’d like in exchange (size, color, style)
3. If the exchange item is priced higher, you’ll need to pay the difference
4. If the exchange item is priced lower, we’ll refund the difference

Refund Information

• Payment Method: Refunds will be issued to the original payment method
• Processing Time:
  • M-Pesa refunds: 3-5 business days
  • Card payments: 5-7 business days
  • Bank transfers: 7-10 business days
• Shipping Costs: Original shipping charges are non-refundable unless the return is due to our error

Damaged or Defective Items

If you receive a damaged or defective item:

1. Contact us within 48 hours of delivery
2. Send clear photos of the damage or defect
3. We’ll arrange a replacement or refund at no additional cost to you
4. In such cases, we’ll cover the return shipping costs

Late Returns

Returns initiated after the 7-day period may be accepted at our discretion and will be eligible for store credit only, not a refund to the original payment method.

Exchange Due to Out of Stock

If your requested exchange item is out of stock, we will:

1. Notify you immediately
2. Offer an alternative item
3. Or process a refund to your original payment method

Return Status

You can check your return or exchange status by:

• Contacting our customer service team
• Logging into your Baby Wow Wow account

Our Right to Refuse

Baby Wow Wow reserves the right to refuse a return or exchange if the items do not meet our return criteria or show signs of wear, use, or damage that occurred while in the customer’s possession.

Questions?

If you have any questions about our return and exchange policy, please contact our customer service team:

• WhatsApp: +254 724 093166
• Email: info@babywowwow.co.ke
• Phone: +254 724 093166

This Return and Exchange Policy was last updated on [Date].