At Noniline, we are committed to providing a seamless shopping experience. We understand that sometimes a product might not be the perfect fit. Our policy is designed to be fair, transparent, and compliant with Kenyan consumer protection standards.
1. The 7-Day Return Rule
You have 7 calendar days from the day you receive your package to request a return. After 7 days, we unfortunately cannot offer you a refund or exchange.
To be eligible for a return, your item must be:
- Unused, unwashed, and in the same condition you received it.
- In the original, undamaged packaging (including dust bags or boxes).
- Complete with all original tags, manuals, and accessories.
2. Non-Returnable Categories
To maintain hygiene and safety for all Noniline customers, the following items cannot be returned:
- Personal Items: Lingerie, swimwear, earrings, and socks.
- Beauty: Opened cosmetics, perfumes, or skincare products.
- Digital: Gift cards or software.
- Sale Items: Items purchased during “Final Sale” or “Clearance” events.
3. How to Start a Return
We’ve made it simple for you to get in touch:
- Contact Us: Reach out via WhatsApp at [Your Number] or email info@noniline.com.
- Submit Proof: Share your Order Number and clear photos/videos of the item (especially if it is defective).
- Validation: Our team will respond within 24 hours to authorize the return.
4. Logistics & Shipping Costs
- Noniline’s Mistake: If we sent the wrong item, the wrong size, or a defective product, we cover 100% of the return shipping costs.
- Change of Mind: If you simply changed your mind or ordered the wrong size/color, you will be responsible for the return delivery fee to our Nairobi hub.
5. Refunds & M-Pesa Payouts
Once your return is received and inspected:
- Approval: We will notify you if your refund is approved.
- Payment: Approved refunds are processed via M-Pesa or Bank Transfer within 3 business days.
- Note: Delivery fees paid at the time of purchase are non-refundable.
6. Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.