Return and Refund Policy
Last Updated: 19 December 2025
At DIFOXUV, we are committed to your complete satisfaction. This policy clearly outlines our refund procedures, returns, product exchanges, and warranties, in accordance with Kenya's consumer protection regulations.
1. Contact Information for Returns
Company: DIFOXUV
Returns email: contact (at) difoxuv.shop
Phone: +254 41 667 2290
Address: Moi Avenue 88, Mombasa, Kenya
Service hours: Monday - Friday, 09:00 - 18:00
2. Eligibility Periods and Conditions
General Period
30 calendar days
From the date of receiving the product or service contract to request a full refund.
Product Exchange
45 calendar days
For exchanging size, color, or different design of the same product.
Defective Products
90 calendar days
For products with manufacturing defects or that do not work according to specifications.
Digital Services
7 calendar days
For digital services that have not been downloaded or fully used.
3. Return Conditions
Essential requirements:
Product condition:
- Unused (except basic testing)
- In original packaging
- With all original labels
- Includes all accessories
- Manuals and instructions included
Required documents:
- Original receipt or invoice
- Order number
- Completed return form
- Buyer identification
- Photos (if applicable for defects)
4. Non-Returnable Products
5. Step-by-Step Return Process
1 Initial Request
Contact our returns department via:
- Email: contact (at) difoxuv.shop
- Phone: +254 41 667 2290
- Online chat (office hours)
Response time: 24-48 hours
2 Evaluation
Our team will evaluate your request and prepare:
- Return authorization number (RMA)
- Shipping instructions
- Prepaid shipping label (if applicable)
- Return form
3 Product Shipping
Send the product following instructions:
- Secure and appropriate packaging
- Include all required documents
- Use the provided shipping label
- Keep the tracking number
4 Processing
After receiving the product:
- Complete inspection (1-3 business days)
- Approval status notification
- Refund processing
- Final confirmation via email
6. Refund Methods and Timelines
| Original Payment Method | Refund Method | Processing Time | Fee |
|---|---|---|---|
| Credit/Debit Card | Same card | 5-10 business days | Free |
| M-Pesa | Same M-Pesa | 1-3 business days | Free |
| Bank Transfer | Same bank account | 3-7 business days | Free |
| Cash (in-store) | Cash or store credit | Immediate | Free |
| Cash on Delivery | Bank transfer | 5-7 business days | Free |
7. Shipping Costs and Responsibility
We pay costs when:
- Product is defective
- We sent incorrect product
- Product was damaged upon arrival
- Error in product description
- Purchase exceeds KSh 5,000
Customer pays costs when:
- Change of mind
- Incorrect customer order
- Product doesn't meet expectations
- Purchase under KSh 5,000
- Products on offer or discount
8. Special Warranties by Category
Electronic Devices
Warranty: 12 months
Includes: Manufacturing defects, performance failure
Excludes: Damage from improper use, water
Clothing and Footwear
Warranty: 6 months
Includes: Sewing defects, materials
Excludes: Normal wear, poor maintenance
Home and Furniture
Warranty: 24 months
Includes: Structural defects, materials
Excludes: Normal wear, misuse
9. Dispute Resolution
Escalation process:
- Direct communication: Contact our customer service team
- Supervisor: If not satisfied, request to speak with a supervisor
- Management: Escalate to management level for difficult cases
- Consumer Federation of Kenya (COFEK): Right to file complaints
- Mediation: Out-of-court mediation process
COFEK Contact:
Phone: +254 20 2371471 | Website: www.cofek.co.ke
10. Special Cases and Exceptions
11. Policy Updates
This policy may be updated to reflect changes in products, services, or applicable laws.
Change notification:
- Minor changes: Publication on website
- Major changes: Email notification
- Terms changes: 30-day notice before
12. Contact and Support
Returns department:
- Email: contact (at) difoxuv.shop
- Direct phone: +254 41 667 2290
- WhatsApp: +254 41 667 2290
- Online chat: Available on website
Service hours:
- Monday - Friday: 09:00 - 18:00
- Saturday: 10:00 - 14:00
- Sunday: Closed
- Holidays: Special hours
Average response time: 24-48 hours for email inquiries, immediate for phone during office hours.
Legal Framework:
This policy complies with the Kenya Consumer Protection Act and other related regulations. Your rights as a consumer are protected by law regardless of the terms in this policy.