Refund Policy

CONTACT US :

Mail : prenova.shop@gmail.com

Whatsapp : +254738374328

REFUND POLICY :

Cancellation Policy

Please note that we cannot cancel your order if we have already shipped it. 

- All orders placed before 6 pm are fulfilled during the same night, so we will not be able to cancel any order after 6 pm as our support is closed after 5 pm.

- Any order placed after 6 pm can be canceled up to 6 pm the next day: Just send us an email at prenova.shop@gmail.com

We offer a 100% money-back guarantee on all products only if the product is defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund.

We will cover the return fees only if the product is defective or damaged during shipping. 

Please double-check the size chart as we will not be able to accept in return or exchange.

For any size issues, the customer needs to mail us the product in original packaging. PRENOVA will not cover any accrued expense for shipping but can propose a discount for the replacement.

Please note that: There will be a 30% restocking fee of the order value for returns that don't have all original packaging. PRENOVA will not cover any accrued expense for your replacement packaging. 

Disclaimer

We allow return products in its original packaging, so please keep the original shipping packaging (original boxes and packaging materials) after purchase in case you might use our trial policy.

You may either request to return (or exchange) by contacting our Customer Service Department at prenova.shop@gmail.com

You are eligible to return (& exchange) within a 7-day period if the product is defective or damaged. No returns can be issued after 7 days.

How to initiate a return:

• Photographic evidence showing products are still in like-new condition, and have been properly packaged into original packaging must be provided
• You will then get return labels from the courier, including the Return Merchandise Authorization number via your email address 
• Within the 7-day trial, our support team will issue a full refund upon receiving the product in the original packaging and in like-new condition, or
• You will be sent a new exchanged item equivalent to the value of the returned item in case you request for an exchange

Please note that:

• Prior to returning, all products must be disassembled so they can fit into their original packaging. Customers are fully responsible for assembling and disassembling the product.
• The refund will be processed 2-3 days after we receive the product. And it might take 3 to 5 business days for the refund amount to be posted to your account
• A reasonable restocking fee (maximum 30%) will be applied for any product that does not meet the aforementioned requirements 

If you are unsatisfied with your order - please contact our support and we will do our best to help you out!

SHIPPING POLICY :

Do you ship in Kenya & how much does shipping cost?

Yes - we do ship in kenya. No shipping cost & no sales tax - we want your experience to be simple and efficient - just the way we like it.

What are your shipping and processing times?

Standard Shipping Times:

Kenya : Free delivery 1-5 business days. 

-Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times.

Processing Times

- Orders can sometimes take 2 days to process after placing the order before shipping out. We do not ship on weekends.

Unexpected Delays:

In some instances, the delivery may take longer than the standard shipping times stated above. Most of these delays are caused by international customs processing that we cannot control.

We are not responsible for late shipments due to invalid addresses, customs clearance procedures, inclement weather, holidays, natural disasters, or carrier delays.

Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.