Refund Policy

  1. Introduction

The Cold Room Kahuna (the “Website”) is committed to ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds will be provided for purchases made on the Website.

  1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

  • The product received is defective or damaged.
  • The service provided does not match the description or agreed terms.
  • The order was canceled before the item was shipped or the service was delivered.
  1. Non-Refundable Items

The following items or services are not eligible for refunds:

  • Consumables
  • Items marked as final sale.
  • Services that have been fully performed.
  1. Refund Request Process

To request a refund:

  1. Contact us at info@thecoldroomkahuna.com within 14 days of receiving your product or service.
  2. Provide the following information:
    • Order number.
    • Proof of purchase.
    • Description of the issue and supporting evidence (e.g., photos of damaged products).
  3. Our team will review your request and respond within 5-7 business days.
  1. Refund Approval
  • If your refund request is approved, the refund will be processed to your original method of payment within 10-15 business days.
  • You will receive an email notification once the refund has been issued.
  1. Return of Products
  • For physical products, you may be required to return the item before a refund can be processed.
  • Return shipping costs are the responsibility of the customer unless the product was received in a defective or damaged condition.
  • Items must be returned in their original packaging and condition.
  1. Cancellations
  • Orders can be canceled before shipping or delivery. Please contact us at info@thecoldroomkahuna.com to initiate a cancellation.
  • Once an item has shipped, it cannot be canceled, but you may still request a refund in accordance with this policy.
  1. Partial Refunds

Partial refunds may be granted in the following cases:

  • The product is returned with visible signs of use or damage caused by the customer.
  • Only part of an order is returned or refunded.
  1. Contact Information

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

Email: info@thecoldroomkahuna.com
Phone: +254 745 105 691

Last Updated: 29th December 2024