Shipping policy

NETAI SHIPPING & RETURNS POLICY
Last Updated: JANUARY 2025

SHIPPING POLICY

1. Order Processing

  • Orders are processed within 1–3 business days (excluding weekends/holidays).
  • You will receive a confirmation message with tracking details once your order ships.

2. Shipping Methods & Delivery Times

  • Domestic (Kenya):
    • Standard Shipping: 5–7 business days.
    • Express Shipping: 2–3 business days (additional fee applies).

3. Shipping Costs

  • Domestic: Free standard shipping on orders over 15,000.
  • International: Calculated at checkout based on destination and weight.

4. Delivery Issues

  • Lost/Delayed Packages: Netai is not liable for delays caused by carriers, weather, customs, or unforeseen events.
  • Incorrect Addresses: Ensure accuracy at checkout. Reshipping fees apply for address errors.

 

RETURNS & REFUNDS

1. Eligibility

  • Returns accepted within 24 hours of delivery.
  • Items must be unused, in original packaging, with tags/receipt.
  • Final Sale Items: Non-returnable (e.g., clearance, personalized products).

2. Return Process

  1. Request a Return: Contact [email protected] within 24 hours.
  2. Approval: We’ll email a Return Authorization (RA) number and instructions.
  3. Ship Back: Use a trackable service. Netai is not responsible for lost return packages.

3. Refunds

  • Processing Time: 5–10 business days after receiving the item.
  • Refund Method: Original payment method. Exceptions may apply (e.g., store credit for international returns).
  • Deductions: Return shipping costs and restocking fees (25%) apply for non-defective returns.

4. Exchanges

  • Contact us first for availability. Exchanges are subject to stock availability.

DAMAGED OR DEFECTIVE ITEMS

  • Report damage/defects within 48 hours of delivery. Include photos and order details.
  • We’ll provide a prepaid return label and replace/refund the item at no cost.

CANCELLATIONS

  • Cancel orders within 4 hours of placement. After 24 hours, orders are processed and cannot be canceled.

 

DISCLAIMERS

  • Carrier Liability: Netai is not responsible for lost, stolen, or mishandled packages after delivery confirmation.
  • Product Quality: We inspect all items before shipping. Not liable for damage caused by misuse.
  • Statutory Rights: This policy does not override your statutory rights under Kenyan consumer law.

CONTACT

For questions, contact:
Netai Customer Support
Email: [email protected]
Phone: +254 711486099
Business Hours: Mon – Fri 8:00 AM to 4:00 PM