Refund and Returns Policy

At Topwave, we strive to ensure your shopping experience is smooth and satisfying. If you’re not completely happy with your purchase, we’ve got you covered with our hassle-free Refund and Returns Policy.

1. Eligibility for Returns

• Items must be returned within 7 days of purchase.
• The item must be in its original condition, unused, with all tags, manuals, and packaging intact.
• Products eligible for return include:
  • Defective or damaged items.
  • Items that are different from what was ordered.
  • Products that are incomplete or missing parts upon delivery.

2. Items Not Eligible for Return

• Perishable goods (e.g., food, flowers).
• Personal care items (e.g., cosmetics, undergarments).
• Custom-made or personalized products.
• Items marked as “Final Sale” or “Non-Returnable”.

3. Return Process

1. Initiate a Return: Contact us via email at support@topwave.co.ke or call 0758323258 to request a return.
2. Provide Details: Share your order number, item name, and reason for the return.
3. Return Approval: Once approved, our team will guide you on how to ship the item back or arrange a pick-up (where applicable).
4. Inspection: After receiving the item, we will inspect it to confirm it meets return criteria.

4. Refund Process

• Refunds are processed within 7–10 business days after the returned item is inspected and approved.
• Refund methods:
  • Mobile Money: M-Pesa or Airtel Money.
  • Bank Transfer: For payments made via bank deposit.
  • Store Credit: Choose to receive a store voucher for future purchases.
• Delivery charges are non-refundable unless the return is due to a fault on our part.

5. Exchanges

• You can exchange the returned item for the same product (if available) or a similar item of equal value.

6. Damaged or Defective Items

• If you receive a damaged or defective product, please notify us within 48 hours of delivery. We’ll replace or refund the item at no additional cost.

Contact Us

For any concerns regarding returns or refunds, reach out to our customer support:

• Phone: 0758323258
• Email: support@topwave.co.ke

We’re here to ensure you shop confidently at Topwave Homedeals!