Return, Exchange & Refund Policy

Thank you for shopping at Nuella Pen N Play Store

Although we pride ourselves on delivering the best service, sometimes things don’t go as planned. In that case, feel free to return purchased items. Our hassle-free return and exchange policy was designed with you in mind, and we want you to be completely satisfied. We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us;

Returns 

  1. Returns MUST be initiated within 7 days (24 hours for books) after being in receipt of the order. Afterward the request will NOT be eligible.
  2. Conditions for Return

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last seven (7) days
  • The Goods are in the original packaging
  • The following Goods cannot be returned:
    • The supply of Goods made to Your specifications or clearly personalized.
    • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
    • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
    • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
    • Gift Cards
    • Downloadable software products

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

  1. To complete your return, we require a receipt or proof of purchase.
  2. Return Options: We offer a variety of return options to ensure your convenience. Any of the following is available, but you must indicate what option works best for you when initiating return requests.
    • Refund policy: A cash refund will be issued to your original payment method.
    • Store Credit: Receive a store credit for the returned item(s) purchase price.
    • Exchange: Exchange for a different size, color, or item of equal value.
  1. The item is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods.
  2. The cost of returning the item to us is your responsibility.
  3. Issuance of credit notes is ONLY ONCE per order for all returns/exchanges.

How to Initiate a Return or Exchange

  1. Contact our customer service team at stores@nuellapennplay.co.ke or or call/SMS/WhatsApp 0794921375 to initiate a return or exchange.
  2. Provide your order number and the reason for the return or exchange.
  3. Our customer service team will provide you with a return authorization (RA) number and instructions on proceeding.
  4. Pack the item(s) securely in the original packaging, along with the RA number and proof of purchase.
  5. Ship the package to the address provided by our customer service team.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days from the date of return approval.

Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from the total value of your refund.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at stores@nuellapennplay.co.ke or call/SMS/WhatsApp 0794921375.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at stores@nuellapennplay.co.ke or call/SMS/WhatsApp 0794921375 and send your item to the address provided by our customer service team.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Yoa are also responsible for the safety and integrity of the items until they reach us.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By visiting this page on our website: https://nuellapennplay.co.ke/elements/pages/contact/
  • Writing us an email: stores@nuellapennplay.co.ke
  • Call / SMS/WhatsApp: 0794921375