Returns & Refunds

At Avenue Fashion, we want you to love what you wear. However, we understand that sometimes an item might not fit perfectly or meet your expectations. Our Returns & Refunds Policy is designed to be fair, transparent, and easy to understand.

By making a purchase on Avenue Fashion, you agree to the terms outlined below.

1. The 7-Day Return Window

You have 7 calendar days from the date your order is marked as "Delivered" to request a return or exchange.

To be eligible for a return, the item must meet the following conditions:

• It must be unworn, unwashed, and completely unaltered.
• It must have all original tags and branding attached.
• It must be returned in its original packaging (including shoe boxes, dust bags, or protective sleeves).
• It must not fall under our "Non-Returnable Items" list (see Section 2).

Items returned with stains (including makeup or deodorant), strong odors (perfume, smoke), or signs of wear will be rejected and sent back to you at your expense.

2. Non-Returnable and Non-Refundable Items

For strict health, hygiene, and safety reasons, we do not accept returns or offer refunds on the following categories of items under any circumstances:

• Intimates & Underwear: Lingerie, boxers, briefs, bodysuits, and socks.
• Swimwear: Bikinis, swimsuits, and swimming trunks.
• Jewelry & Piercings: Earrings, nose rings, and body-piercing jewelry.
• Beauty & Cosmetics: Fragrances, lotions, makeup, and skincare products.
• Clearance Items: Any product purchased during a "Final Sale," "Clearance," or marked explicitly as non-returnable on the product page.

3. How to Initiate a Return

If your item meets the eligibility criteria in Section 1, follow these steps:

1. Submit a Request: Visit the Support Center on our app or website. Select "Order Inquiry" as your subject, and provide your Order Number (e.g., AF-123456) and the reason for the return.
2. Await Approval: Our Customer Support team will review your request within 24 hours. If approved, we will provide you with drop-off instructions or arrange a courier pickup.
3. Pack the Item: Securely pack the item in its original packaging. Ensure your Order Number is clearly written on or inside the package.
4. Handover: Drop off the package at the designated location or hand it over to our logistics partner.

4. Return Shipping Costs

• Defective or Incorrect Items: If Avenue Fashion sent you the wrong size, wrong color, or a defective item, we will cover 100% of the return shipping and replacement delivery costs.
• Change of Mind or Sizing Issues: If you are returning an item because you changed your mind or ordered the wrong size, you are responsible for the return shipping fee. This fee will be deducted from your final refund amount, or you must pay the courier directly during drop-off.

5. Refund Processing (M-Pesa)

Once our warehouse receives and inspects your returned item, we will notify you of the approval or rejection of your refund.

• Approval: If approved, your refund will be processed immediately.
• M-Pesa Reversal: Funds will be reversed back to the exact M-Pesa phone number used during the original checkout. We do not issue cash refunds or transfer funds to alternate phone numbers to prevent fraud.
• Processing Time: While we initiate the refund immediately upon approval, please allow 24 to 48 hours for the funds to reflect in your M-Pesa statement, depending on Safaricom's network processing times.
• Non-Refundable Fees: Please note that original delivery and shipping fees paid during checkout are strictly non-refundable.

6. Exchanges

If you simply need a different size or color, the fastest way to ensure you get what you want is to return the original item for a refund (following the steps above) and place a separate, new order for the correct item.

Direct exchanges are subject to inventory availability and are handled on a case-by-case basis by our Support team.

7. Contact Us

If you have any questions about your return, or if you need assistance submitting a request, please reach out to us:

Avenue Fashion Support TeamEmail: support@avenuefashion.co.keSupport Center: avenuefashion.co.ke/support