Refund policy

Last Updated: August 23, 2026

At Raymer Collections, we want you to be satisfied with your purchase. This Return & Refund Policy explains when and how you can request a return, exchange, or refund.

1. Return Period

We accept eligible returns within 7 days of receiving your order.

Customers must contact Raymer Collections within this 7-day period to request a return.

2. Return Eligibility

To be eligible for a return, the product must:

Be in the same condition in which it was received.
Be unused, unless the return is due to a defect or damage.
Be in its original packaging where applicable.
Include all relevant accessories, manuals, tags, or other items supplied with the product where applicable.
Be accompanied by proof of purchase or the original order details.

Certain products may not be eligible for return where applicable under the nature of the product or applicable law. Customers will be informed of any applicable restrictions before or at the time of purchase.

3. How to Request a Return

Before sending any product back, please contact Raymer Collections to request a return.

Phone: +254 759 840 467
Email: info@raymercollections.com

Our customer service team will review your request and provide instructions on the next steps.

Products returned without first contacting us may not be accepted.

4. Return Address

Approved returns may be brought to or sent to:

Raymer Collections
Visit us at Kenya Cinema Plaza, Nkrumah Ln, Nairobi, 5th Floor, Shop A1

Please contact us before sending a return to confirm the appropriate return method.

5. Return Shipping

Return shipping arrangements depend on the reason for the return.

Where the product is defective, damaged, or the wrong product was supplied, Raymer Collections will provide appropriate instructions for returning the product.

For other eligible returns, the customer may be responsible for applicable return delivery costs.

Any return shipping instructions or costs will be communicated when the return request is approved.

6. Damaged, Defective or Incorrect Items

Please inspect your order when you receive it.

If you receive a product that is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible at:

+254 759 840 467
info@raymercollections.com

Please provide your order details and, where possible, photographs or other information showing the issue.

We will assess the issue and advise you on the appropriate resolution, which may include a replacement, repair, exchange, or refund where applicable.

7. Exchanges

Eligible products may be exchanged subject to product availability and the conditions of this policy.

If the requested replacement is unavailable, we will discuss the available options with you.

8. Refunds

Once an approved return has been received and inspected, we will notify you whether the refund has been approved. If approved, the refund will be processed using the original payment method where reasonably possible. Refunds are generally processed within 2 business days after approval. The time it takes for the refund to appear in your account may vary depending on your payment provider, bank, or financial institution.

9. Non-Returnable Products

Some products may not be eligible for return because of their nature, condition, hygiene considerations, software or activation status, or other applicable restrictions.

Where a product has specific return restrictions, these will be communicated to the customer where applicable.

10. No Restocking Fees

Raymer Collections does not charge a restocking fee for approved eligible returns unless a specific product condition has been communicated to the customer before purchase.