Refund and Returns Policy

At SLSL | Supremo Legado Solutions Limited, we are committed to providing our customers with quality products and a satisfactory shopping experience through sl sl.co.ke (the “Site”). We understand that there may be circumstances where you need to return a product or request a refund.

This Refund and Returns Policy explains the conditions under which products purchased through the Site may be returned, exchanged, or refunded.

By placing an order through the Site, you acknowledge and agree to the terms of this Refund and Returns Policy.

1. Eligibility for Returns

A product may be eligible for return where:

• The product received is defective or damaged.
• The product received is materially different from the product ordered.
• The wrong product, size, quantity, or variation was supplied.
• The product has a manufacturing defect that was not caused by misuse, negligence, or normal wear and tear.
• The product qualifies for return under any specific return terms communicated at the time of purchase.

Unless otherwise stated for a particular product, return requests should be submitted within [3/7/14] days from the date the product was delivered.

Products returned after the applicable return period may not be accepted.

2. Conditions for Returned Products

To qualify for a return, products should, where applicable:

• Be unused, unworn, and in their original condition.
• Be returned with original packaging, labels, tags, accessories, manuals, or other materials supplied with the product.
• Not have been damaged, altered, washed, modified, or misused by the customer.
• Be accompanied by proof of purchase, such as an order number, receipt, invoice, or other transaction details.

We reserve the right to assess the condition of a returned product before approving a return, replacement, exchange, or refund.

3. Damaged or Incorrect Products

Customers should inspect their order as soon as it is delivered.

If you receive a product that is damaged, defective, incomplete, or different from the product you ordered, please contact us as soon as reasonably possible and provide:

• Your order number.
• The name of the product.
• A description of the issue.
• Clear photographs or videos showing the product and the issue, where applicable.
• Any other information reasonably required to investigate the claim.

Where the issue is confirmed to have resulted from an error on our part, we may, at our discretion and subject to product availability:

• Replace the affected product;
• Provide an equivalent replacement;
• Offer an exchange; or
• Issue an appropriate refund.

4. Change-of-Mind Returns

A return requested solely because a customer has changed their mind may be accepted only where the product qualifies under our return conditions and has not been used, damaged, altered, or otherwise rendered unsuitable for resale.

Certain products may not qualify for change-of-mind returns because of their nature, hygiene considerations, personalization, or other applicable restrictions.

Any applicable delivery, collection, restocking, or other charges associated with a change-of-mind return may be deducted from the refund or may be payable by the customer, where applicable.

5. Non-Returnable Products

For health, hygiene, safety, personalization, or other practical reasons, certain products may not be eligible for return unless they are defective, damaged, or incorrectly supplied.

Non-returnable products may include:

• Personal hygiene products;
• Items that have been used or opened where resale is not reasonably possible;
• Personalized or customized products;
• Products specifically identified as non-returnable on the Site;
• Perishable products, where applicable; and
• Any other product whose return is restricted by applicable law or its nature.

Where a product has a specific return restriction, the applicable product listing or purchase terms will take precedence.

6. How to Request a Return

To request a return, please contact us using the customer service contact details provided on the Site.

Your request should include:

Order Number: [Insert/Customer’s Order Number]
Customer Name: [Insert Name]
Contact Number: [Insert Phone Number]
Email Address: [Insert Email Address]
Product: [Insert Product Name]
Reason for Return: [Insert Reason]

Where necessary, we may request photographs, videos, proof of purchase, or other information to assess the return request.

Do not send a product back before receiving return instructions from us unless we have specifically instructed you to do so.

7. Return Approval

Once we receive your return request, we will review the information provided and determine whether the product qualifies for a return.

Approval of a return request does not automatically constitute approval of a refund. The returned product may need to be inspected before a final decision is made.

If a return is rejected because the product does not meet the requirements of this Policy, we may return the product to the customer or provide further instructions.

8. Return Delivery Costs

Where the return is due to an error attributable to SLSL | Supremo Legado Solutions Limited, such as sending the wrong product or supplying a product that is confirmed to be defective or damaged before delivery, we may bear the reasonable cost of returning the product.

Where a return is requested for reasons attributable to the customer, including change of mind, incorrect selection, or other non-defective reasons, the customer may be responsible for the applicable return delivery costs.

The applicable treatment of delivery costs will be communicated to the customer when the return is approved.

9. Refunds

Where a refund is approved, the refund will generally be processed using the original payment method, where reasonably possible.

Depending on the payment method and financial institution involved, the time taken for the funds to reflect in the customer’s account may vary.

We may request or verify relevant payment or banking information where necessary to process a refund. Customers are responsible for ensuring that the information provided for refund purposes is accurate.

We will not be responsible for delays caused by banks, mobile money providers, card issuers, payment processors, or other third-party financial service providers.

10. Refund Amount

The amount refunded will depend on the circumstances of the return.

Where the return is approved because:

• The wrong product was supplied;
• The product arrived damaged;
• The product is confirmed to be defective; or
• The error is attributable to SLSL | Supremo Legado Solutions Limited,

the customer may be entitled to a refund of the applicable purchase price and, where appropriate, qualifying delivery charges.

For approved change-of-mind or customer-initiated returns, applicable delivery, return, collection, restocking, or other charges may be deducted from the refund where permitted and communicated to the customer.

11. Exchanges and Replacements

Where a product is eligible for exchange or replacement, this will be subject to availability.

If the requested replacement is unavailable, we may offer:

• An alternative product of comparable value;
• A refund; or
• Another appropriate resolution agreed with the customer.

Where the replacement product has a different price, any applicable price difference will be communicated before the exchange is completed.

12. Products on Sale or Promotion

Products purchased during sales, promotions, discounts, clearance events, or special offers may be subject to specific return conditions.

Where special return conditions apply, these will be communicated on the relevant product page, promotion, or at the time of purchase.

Unless otherwise stated, promotional or discounted products remain subject to this Refund and Returns Policy.

13. Order Cancellation

Customers may request cancellation of an order before it has been dispatched.

Cancellation requests should be submitted as soon as possible. Once an order has been processed, dispatched, or handed over to a delivery provider, cancellation may no longer be possible and the request may instead be treated as a return request.

We also reserve the right to cancel an order in circumstances permitted under our Terms of Use, including situations involving pricing errors, inability to process an order, verification issues, or suspected fraudulent activity.

Where an order is cancelled by us after payment has been received and a refund is due, the applicable refund will be processed in accordance with this Policy.

14. Refunds for Unavailable Products

If we are unable to fulfil an order because a product is unavailable after payment has been received, we may contact you regarding available alternatives.

If an appropriate alternative cannot be agreed upon, we may cancel the affected item or order and process the applicable refund.

15. Failed or Unsuccessful Deliveries

Where delivery cannot be completed because of an incorrect address, unavailable recipient, failure to respond to delivery attempts, refusal to accept the order, or other circumstances attributable to the customer, additional delivery or re-delivery charges may apply.

Where an order is returned to us after unsuccessful delivery, the customer may be required to meet applicable re-delivery or return costs before another delivery is arranged.

16. Refund Processing Time

After a return has been approved and any required inspection has been completed, we will initiate the applicable refund within [X] business days.

The time required for the refund to appear in your account will depend on the payment method and financial institution used.

For payments made through third-party payment platforms, the processing time may be determined partly by the relevant payment provider.

17. Proof of Purchase

We may require proof of purchase before processing a return, replacement, exchange, or refund.

Acceptable proof may include:

• Order confirmation;
• Receipt;
• Invoice;
• Order number;
• Payment confirmation; or
• Other reasonable evidence showing that the purchase was made through the Site.

18. Fraudulent or Abusive Returns

We reserve the right to refuse a return, exchange, replacement, or refund where we reasonably believe that a customer is attempting to abuse the returns process, submit fraudulent claims, provide false information, return a product that was not purchased from us, or otherwise misuse this Policy.

This does not affect any rights a customer may have under applicable Kenyan law.

19. Consumer Rights

Nothing in this Refund and Returns Policy is intended to exclude, restrict, or remove any rights or remedies that cannot lawfully be excluded or restricted under applicable laws of Kenya.

Where a customer’s statutory rights provide protections beyond those contained in this Policy, those rights will continue to apply.

20. Personal Information and Refunds

When processing a return or refund, we may need to use information associated with your order, including your name, contact details, delivery information, payment information, and order details.

Such information will be handled in accordance with our Privacy Policy.

Our Privacy Policy explains how we collect, use, store, and process personal information relating to orders, payments, deliveries, and potential claims.

21. Changes to This Policy

SLSL | Supremo Legado Solutions Limited reserves the right to update, amend, or modify this Refund and Returns Policy from time to time.

Any changes will become effective when the updated Policy is published on the Site.

Customers are encouraged to review this Policy periodically for the latest information.

22. Contact Us

If you have questions about this Refund and Returns Policy or would like to request a return, exchange, or refund, please contact us through the contact details provided on slsl.co.ke.

SLSL | Supremo Legado Solutions Limited
Website: https://slsl.co.ke
Email: info@slsl.co.ke
Telephone: +254 719 612 151 | +254 717 605 395
Address: Procmura Centre, 2nd Floor, Room 003,
Sports Road Westlands. P.O.BOX 513-00517, Nairobi – Kenya.

We will review and respond to return and refund requests within a reasonable period.