Return & Refund Policy

Return & Refund Policy

Our Return and Refund Policy was last updated Jan 1, 2022.

Thank you for shopping at [www.vividgold.co.ke/].

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us, with an exception of Digital products.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

  • Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to [VIVID GOLD LTD]
  • Goods” refers to the items offered for sale on the Service.
  • Orders” means a request by You to purchase Goods from Us.
  • Service” refers to the Website.
  • Website” refers to [vividgold.co.ke/], accessible from [https://www.vividgold.co.ke/]
  • You” means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

Case 1: You are entitled to cancel Your Order within 1 hour without giving any reason for doing so, if item has not been paid, delivery dispatched or shipped.

Case 2: You are entitled to cancel Your Order within 6 hours giving valid reasons for doing so, if item has been paid, delivery dispatched or shipped and you have taken possession of the product.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

  • By sending us an email: [support@vividgold.co.ke]

We will reimburse You no later than 2 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You may / may not incur any fees for such reimbursement.

Conditions for Returns

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

  • The Goods were purchased same day.
  • 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.
  • The supply of Goods which were unsealed after delivery / shipment.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

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

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable courier service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Gifts

If the Goods were marked as a gift when purchased and then delivered / shipped directly to you, You’ll receive a gift credit for the value of your return. Once the returned product is received, a gift voucher will be sent to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Contact Us

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

  • By sending us an email: [support@vividgold.co.ke]
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