Our refund and returns policy works for in 3 days. If 3 days have passed since your purchase, we

can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There could be certain circumstances beyond our control where you could receive a damaged / defective product or a product that is not the same as per your original order. We will replace the product to your satisfaction at no extra cost. In such circumstances, before using the product, please get in touch with our Customer Service Team who will guide you on the process for the same at our Customer Care number +252611885522 or email: info@kasmogroup.com

Conditions for Return

To return our product, notify us of receipt of a Damaged / Defective product within maximum 3 days of delivery either through call, email or in writing to official number, email address or address respectively.

The damaged cartons to be photographed and reported with photo for claim within 3 days of receipt.

Products should be returned in their original packaging along with the original price tags, labels and invoices.

It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of goods in transit.

After complete approval for return from company, you need to return within 3 days. And Products/Items should be UNUSED.

We will process the refund after receipt of the product by Company. Refund will be processed based on the mode of payment of the order.

We will initiate the refund process once you receive the package with the item in it. The refund will be made to the same payment option(s) originally used to pay for the order.

For all other modes of payment, we will send a refund cheque. The cheque will be made in favor of

the name as in the “billing name” provided at the time of placing the order.

If you cancel order after dispatch you will be charged for the shipping charges and remaining amount will be refunded.

STEPS OF RETURNS

1. Send a Complaint: Also include pictures of the product that was delivered to Info@kasmogroup.com as a means of evidence.

• Return after Authorization: Once your claim is validated, we will provide information on the most suitable means of getting the item from you.
• Track Return Status: We will send you a return waybill number, this will enable you to track the status of your return.
• Get Resolution: Upon our confirmation of the receipt of the item by the Seller, Kasmo will assist only by notifying the Seller to resolve the matter as its sole responsibility without any further obligation on Kasmo.

Items not eligible for Returns

1. Products that have been altered from their original or opened by an authorized personnel without permission.
2. Product with tampered or missing serial Universal Product Code numbers (UPC).
3. Perishable goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher.
4. Products damaged due to misuse.
5. Products in beauty, health and personal care category.
6. Jewelry, innerwear, bed sheets, lingerie and socks.
7. Books and CDs

FAQ

1. How do I return an item?

After your claim has been validated (after sending a video clip or picture of the item delivered), a return would be authorized for the item to be returned at the closest Kasmo store.

• How long do I have to request for return?

You can request a return within 3 days for all eligible items if:

• You receive a wrong, damaged, defective, product standard/quality or incomplete item.
  • You change your mind, with the exception of underwear, adult toys, groceries, perfumes, cosmetics, hair extensions and jewelry.

Note that for changed mind, the return has to be authorized by the seller when returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.

• How do I request to return an item? Please call us on +252611885522 or send an email to info@kasmogroup.com. You can also chat us on WhatsApp +252611885522 or LifeChat on the webpage.
• Can my item be retrieved?

Yes. A retrieval can be approved only for validated Complaints of wrong, damaged, product standard and incomplete items.

• Can I return if my item is outside the warranty period?

No, you will be required to refer the item to the service centre. Kindly contact us.

• Once return of my package is done, how long will it take to be refunded? Depending on the complaint, a refund would be made to your Kasmo wallet immediately return is confirmed or refund will be made after claim on defect is validated.
• Once retrieval is initiated, what happens next?

Our delivery agent will call you to schedule a retrieval. There will be 2 attempts made to retrieve the item. If unsuccessful, you will be required to return to any of our store closest to you.

Do you need help?

Contact us at Info@kasmogroup.com or +252611885522 for any questions regarding refunds.