Refund, Returns and Exchange Policy

Overview

At Tuwe Bora, we are committed to providing high-quality, responsibly made fashion products, textile solutions and training services.

Our returns policy lasts 30 days from the date of delivery or collection for eligible ready-made products. After 30 days, we may not be able to offer a refund or exchange.

This policy does not limit any rights available to customers under applicable consumer protection laws.

Eligibility for Returns

To qualify for a return, the item must:

• Be unused, unworn and unwashed;
• Be in the same condition in which it was received;
• Have all original tags, labels and packaging;
• Not have been altered, repaired or damaged after purchase; and
• Be accompanied by a receipt, order confirmation or other proof of purchase.

Please contact Tuwe Bora before returning an item. Products should not be returned without prior authorization.

Non-Returnable Items

The following products and services cannot normally be returned or refunded:

• Custom-made, made-to-measure or personalized clothing;
• Products embroidered, printed or branded for a customer;
• School uniforms, corporate uniforms or bulk orders made to approved specifications;
• Altered or adjusted garments;
• Gift cards and vouchers;
• Clearance, final-sale or promotional items;
• Fabric that has already been cut to a customer’s requested measurement;
• Intimate, hygiene-sensitive or personal-care products;
• Downloadable materials, digital products or training resources;
• Training fees for sessions already attended or commenced;
• Textile products damaged through misuse, improper washing or failure to follow care instructions; and
• Products returned without proof of purchase.

A custom-made item may only be returned where it is defective, damaged on delivery or materially different from the specifications confirmed by the customer.

Custom and Made-to-Order Products

Customers are responsible for confirming measurements, colours, designs, quantities, branding details and other specifications before production begins.

Deposits paid for custom-made, personalized, corporate, uniform or bulk-production orders may be non-refundable once materials have been purchased or production has started.

Where an error was caused by Tuwe Bora, we will assess the item and may repair, replace or remake it at no additional cost.

Changes requested by the customer after approval may attract additional charges and may affect the delivery date.

Training Courses and Classes

Registration fees and course deposits secure a learner’s place and may be non-refundable.

A student who wishes to cancel or transfer their enrolment must contact Tuwe Bora before the course or training session begins.

Where approved, fees may be transferred to another available intake or programme. Transfers are subject to availability and Tuwe Bora’s approval.

Fees for classes, training sessions or course materials already delivered are not refundable.

Where Tuwe Bora cancels a course or is unable to provide the agreed training, affected students will be offered an alternative date, programme transfer or appropriate refund.

Defective, Damaged or Incorrect Items

Please inspect your order immediately after delivery or collection.

Contact us as soon as possible if the item is:

• Defective;
• Damaged;
• Incorrect; or
• Different from the confirmed order.

Provide your order details, proof of purchase and clear photographs showing the problem.

Where the issue is confirmed to have resulted from Tuwe Bora’s error, we may offer a repair, replacement, exchange or refund, depending on the circumstances.

Normal wear and tear, accidental damage, improper use or failure to follow washing and care instructions will not be treated as manufacturing defects.

Exchanges

Eligible ready-made products may be exchanged for another size, colour or product, subject to availability.

The replacement item must be of equal value. Where the new item costs more, the customer will be required to pay the difference.

Where the replacement item costs less, the balance may be issued as store credit, subject to approval.

An exchange may be declined where the item shows signs of wear, washing, alteration, staining, damage or use.

Refunds

Once a returned item is received, Tuwe Bora will inspect it and notify you whether your refund has been approved or declined.

Approved refunds will be processed through the original payment method where reasonably possible.

Processing times may vary depending on the bank, mobile-money provider or payment platform. Any applicable transaction charges may be deducted where they are not refundable by the payment provider.

Original delivery fees are generally non-refundable unless the return resulted from an incorrect, defective or damaged item supplied by Tuwe Bora.

Partial Refunds

A partial refund or store credit may be considered where:

• An eligible item has minor signs of handling;
• The original packaging is missing or damaged;
• Accessories or components are missing;
• The product requires cleaning or minor restoration; or
• Work had already started on a cancelled custom order.

The amount refunded will depend on the condition of the item and the costs already incurred by Tuwe Bora.

Late or Missing Refunds

If an approved refund has not been received:

1. Check your bank or mobile-money account again.
2. Contact your bank, card provider or mobile-money service provider.
3. Allow for the normal processing period communicated to you.

Where the refund is still missing after completing these steps, contact us at sales@tuwebora.com.

Sale and Clearance Items

Items marked as final sale, clearance or non-refundable cannot be returned for a change of mind.

This does not apply where the item is defective, damaged or incorrectly supplied.

Gifts

Where an item was purchased as a gift, the recipient may receive an exchange or store credit after the item has been returned and approved.

Cash refunds will normally be issued to the original purchaser through the original payment method.

Returning an Item

Before returning an item, contact Tuwe Bora through:

Email: [insert email address]
Telephone/WhatsApp: [insert telephone number]
Return location: Tuwe Bora, [insert full physical address], Kitengela, Kenya

The customer is responsible for securely packaging the returned item.

Unless the product was defective, damaged or incorrectly supplied, the customer is responsible for return delivery or courier costs.

We recommend using a reliable and trackable delivery service. Tuwe Bora is not responsible for returned items that are lost or damaged before they reach us.

Order Cancellations

Ready-made orders may be cancelled before dispatch, subject to approval.

Custom, personalized, uniform, corporate and bulk orders may not be cancelled without charges after design approval, material purchasing or production has begun.

Any refundable balance will be calculated after deducting costs already incurred, including design, materials, labour, branding and payment-processing charges.

Need Help?

For questions regarding returns, exchanges, refunds, custom orders or training fees, contact us at:

Tuwe Bora
Email: sales@tuwebora.com
Telephone/WhatsApp: Phone: (+254) 746 683 927
Location: Jabali Court, Off EPZ Rd, Kitengela. Kajiado Province, Kenya.
Website: tuwebora.com