Returns & refunds

1. Who this policy covers

This policy covers website purchases from Newbies Family Fashion, including individual pieces and eligible bundle purchases. The voluntary return option below also applies to wholesale buyers unless a different arrangement is clearly agreed in writing before payment. Mandatory consumer rights apply where the law provides them.

Our shop is in Elburgon, Mastima, Opposite Michinda Primary Road. Contact info@newbies.co.ke or 0791 273 661, every day from 8:00 am to 8:30 pm, Kenya time.

2. Seven-day voluntary returns

If you change your mind or a correctly described item does not fit, contact us within seven calendar days after receiving or collecting it to request a return. After we provide return instructions, send or bring it back within a further seven calendar days, unless we agree another date.

For a voluntary return, the item must remain in the condition supplied: unworn except for a careful indoor fitting, unwashed, unaltered, and free from new stains, odours or damage. Keep any attached tags and included accessories. Please use suitable protective packaging; the original outer parcel is not essential.

For hygiene reasons, underwear, intimate garments and swimwear with removed hygiene protection are excluded from voluntary change-of-mind returns. Any item-specific voluntary-return restriction must be stated before purchase. These exclusions do not remove remedies for faulty, wrong or misdescribed goods.

3. Wrong items, undisclosed faults or missing pieces

Contact us as soon as you notice a problem, ideally within 48 hours of receipt, so we can investigate while delivery details are fresh. The 48-hour request is a practical reporting preference, not a deadline that removes your legal rights.

Send your order reference, the affected item code and a description of the problem. Photos of the item and packaging can help if reasonably available, but an unboxing video is not a condition of receiving help. A previously disclosed flaw is different from an undisclosed defect or a material mismatch with the listing.

Where we supplied the wrong item, a missing piece or an item that does not meet applicable obligations, we will arrange an appropriate remedy, including a refund or replacement where available and required. Most pieces are unique, so an identical replacement may not exist. We will not force you to accept store credit instead of a refund when a refund is due.

4. How to return an item

Contact us before arranging a return so we can confirm the correct recipient, destination and parcel identification. Include the order reference inside the parcel; do not write on the clothing. Do not send parcels to a driver or stage without agreeing the handover arrangements with us.

We may ask for reasonable proof of purchase and information needed to identify the item. Once the return reaches us, we will check it promptly and explain the outcome. If we decline a voluntary return, we will explain why and discuss collection of the item.

5. Who pays return transport

For a voluntary change-of-mind or sizing return where the listing was accurate, you pay the return transport and any delivery charge for an exchange. A delivery service already provided by a driver is not automatically refundable by Newbies.

Where the return is due to our error or a qualifying defect, we will arrange or reimburse reasonable return transport agreed with you. We will also address any other delivery costs that we are required to reimburse. This does not limit responsibility imposed by law.

6. Refund method and timing

Approved refunds are for the amount actually paid for the returned goods. We normally refund to the originating M-Pesa number after verifying the transaction. If that is not possible, we will agree a safe alternative with the person entitled to the refund. We never ask for your M-Pesa PIN or one-time code.

Our service target is to initiate an approved refund within seven calendar days after receiving and assessing the return, or after agreeing a refund that does not require a return. Any shorter legal deadline takes priority. Payment-provider processing may add time; we will supply a transaction reference.

Refunds are reviewed and processed by the shop. Submitting a return request on email or WhatsApp does not itself trigger an automatic M-Pesa refund.

7. Returns from bundles

Your order allocates the bundle saving across its included items in proportion to their retail prices, rounded to whole Kenya shillings. The item prices on the order show the resulting amounts actually paid.

For example, when ten equally priced KSh 400 dresses cost KSh 3,000, each dress has an allocated paid price of KSh 300. An approved return of one of those dresses is refunded at KSh 300, not KSh 400. A return of the complete bundle refunds KSh 3,000.

We do not retrospectively increase the prices of the pieces you keep because an approved return reduces the original bundle quantity. This also applies where an item is faulty or incorrectly supplied.

8. Cancellations and delivery problems

Unpaid website reservations expire after 15 minutes. If you have already paid, contact us promptly to request cancellation before dispatch; we will confirm whether dispatch has happened and what refund is due.

If a parcel is late, damaged or missing, contact Newbies as well as the named driver when appropriate. We will help trace it and assess our responsibilities. Handing a parcel to a driver does not automatically remove all responsibility from Newbies. Read our delivery information for the collection process.

9. Your rights and unresolved concerns

These voluntary arrangements add to, and do not exclude, statutory rights under applicable Kenyan law, including rights concerning defective or misdescribed goods and internet agreements. A policy time limit or wholesale label cannot remove a right that the law makes mandatory.

If you disagree with our response, email info@newbies.co.ke with the order reference and the outcome you seek. We will review the concern. You may also seek assistance from the relevant consumer authority or a court with jurisdiction.