Return & Exchange Policy
Last updated: December 15, 2024
Shop with Confidence
At Kauri, we want you to love your purchases. If you're not completely satisfied with your order, we're here to help with our straightforward return and exchange policy.
We offer a 14-day return policy for most items, ensuring you can shop with confidence.
Return Policy Overview
What You Can Return
Clothing & Accessories: Unused, unworn, with original tags
Electronics: In original packaging, unopened
Home & Living: Unused, in original condition
Return Requirements
- • Return within 14 days of delivery
- • Product must be in original condition
- • Original packaging and tags intact
- • Proof of purchase required
- • No signs of wear or damage
Return Period
You have 14 days from the date of delivery to initiate a return. This timeline allows you to:
- • Inspect your items upon arrival
- • Try items on in the comfort of your home
- • Make an informed decision about your purchase
- • Initiate the return process before the deadline
Important Note
The 14-day period starts from the date your order is marked as "delivered" in our system.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- • Personal care products (opened or used)
- • Underwear, swimwear, and intimate apparel
- • Sale items marked as "final sale"
- • Custom or personalized products
- • Perishable items (cosmetics, foods)
- • Items damaged after delivery due to improper use
How to Return an Item
Contact Us
Email returns@kauriapp.com
Package Item
Original packaging
Ship to Us
Use our provided label
Receive Refund
Within 7-14 days
What to include in your return request:
• Order number
• Item(s) to be returned
• Reason for return
• Photos (if damaged or defective)
Refund Options
Refund to Original Payment
Full refund to your original payment method (Mobile Money, Orange Money, etc.)
Store Credit
Receive 110% of your purchase amount as store credit for future purchases
Refund Timeline:
- • Processing: 2-3 business days to inspect returned items
- • Mobile Money: 3-5 business days to reflect in your account
- • Store Credit: Available immediately after approval
Delivery Fees:
• Return shipping fees are covered by Kauri for defective or incorrectly sent items
• For change-of-mind returns, delivery fees are non-refundable
Exchanges
Need a different size or color? We're happy to help with exchanges:
- • Same 14-day return period applies to exchanges
- • Exchange only available for different size/color of the same item
- • Price differences will be charged or refunded accordingly
- • Subject to availability of requested item
- • Free exchange shipping within Cameroon
Exchange Process
Contact our customer service team, and they'll arrange for your exchange with minimal hassle.
Damaged or Defective Items
We apologize if you receive a damaged or defective item. Here's what to do:
- • Contact us immediately upon delivery
- • Provide photos of the damage/defect
- • Keep the item and original packaging
- • We'll arrange for pickup or replacement
- • Full refund or replacement at your discretion
- • Return shipping fees covered by us
Need Help with Returns?
Our customer service team is here to help with any questions about returns or exchanges:
Email: returns@kauriapp.com
Phone: +237 123 456 789 (Mon-Fri, 9AM-6PM)
WhatsApp: +237 123 456 789
Live Chat: Available on our website
Customer Commitment
We strive to make the return process as simple and stress-free as possible. Your satisfaction is our priority.