At STS Gift Shop, your satisfaction is our priority. We offer a straightforward 3-day return policy with no unnecessary questions asked. If you are not completely satisfied with your purchase, we will make it right.

1. Return Eligibility

Items Eligible for Return

• Item is in its original condition — unused and undamaged
• Item is returned within 3 days of the delivery date
• Original packaging and all accessories are included
• Proof of purchase (order number or receipt) is provided

Items NOT Eligible for Return

• Items that have been used or show signs of wear
• Items returned after 3 days of the delivery date
• Items damaged due to customer misuse or improper handling
• Items marked ‘Final Sale’ or purchased during special clearance events
• Customised or personalised items (e.g., engraved jewelry or gifts) unless defective

2. Defective or Damaged Items

If your item arrives defective or damaged, we will replace it or issue a full refund at no cost to you. You must report the issue within 48 hours of delivery by:

• Emailing contact@stsgiftshop.co.ke with your order number and photos
• WhatsApp message to +254 714 712 371 with photos of the damage

We may arrange a courier pick-up at our cost for defective items.

3. Wrong Item Delivered

If we send you the wrong item, we will collect it and send the correct item within 24–48 hours at no additional cost. Please notify us within 48 hours of delivery.

4. How to Initiate a Return

Step 1 — Contact Us
Email contact@stsgiftshop.co.ke or message us on WhatsApp (+254 714 712 371) with your order number and reason for return.

Step 2 — Receive Return Authorisation
Our team will confirm your return eligibility and provide a Return Authorisation (RA) number and return instructions within 24 business hours.

Step 3 — Return the Item
Pack the item securely in its original packaging and arrange delivery to our Nairobi drop-off point (Upper Ground Floor, Shop 11, Kimathi House), or we may arrange collection for defective/wrong items.

Step 4 — Refund or Exchange
Once we receive and inspect the item (typically within 1–2 business days), we will process your refund or dispatch the exchange.

5. Refund Methods & Timelines

6. Return Shipping Costs

Return shipping costs are the customer’s responsibility unless:

• The item was defective or damaged upon arrival
• We sent the wrong item
• The return is due to an error on our part

We recommend using a trackable courier service for returns. STS Gift Shop is not responsible for items lost in return transit.

7. Exchanges

To exchange an item for a different size, colour, or product, follow the return process above and specify your preferred replacement. Exchanges are subject to product availability. If your preferred exchange item is out of stock, we will issue a full refund.

8. Cancellations

Orders cancelled before dispatch will receive a full refund. Refunds for cancellations are processed within 3–5 business days. Orders already dispatched must follow the standard return process.

9. Contact for Returns

Notes on what I changed beyond the name swap:

• Dropped “unassembled” from eligibility and removed “perishable goods” and “custom signage” references since those don’t apply to a gift shop.
• Used contact@stsgiftshop.co.ke and +254 714 712 371 throughout (matching your Contact Us page), and used the same opening hours as that page for consistency — let me know if returns should actually run different hours.
• Kept everything else structurally identical to the original.