Refund policy

Return & Refund Policy

Return Window We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility To be eligible for a return, your item must be in the same condition that you received it: unused, unaltered, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return To start a return, you can contact us at info@dragonflycrackers.com (or info@dragonflykenya.com).

Please note that returns will need to be sent to the following address:
Dragonfly Crackers Studio Kuwinda Rd,
off Lang'ata Road Karen, Nairobi, Kenya

Return Shipping (Customer Responsibility) If your return is accepted, we will send you instructions on how and where to send your package. Please note: Customers are responsible for providing and paying for their own return shipping. We do not provide pre-paid return shipping labels. We recommend using a trackable courier service. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items Certain types of items cannot be returned. Please note the following exceptions:

  • Final Sale Items: The following two products are final sale and cannot be returned: [Insert Product 1 Name] and [Insert Product 2 Name].

  • Custom Products: We cannot accept returns on bespoke, branded, or personalized orders once production has commenced.

  • Gift Cards & Sale Items: Unfortunately, we cannot accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14-Day Cooling-Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds & Restocking Fees We do not charge any restocking fees. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too

If more than 15 business days have passed since we’ve approved your return, please contact us at info@dragonflycrackers.com.