SturdyBay Digital Commerce Return Policy

1. About this Policy

This Return Policy outlines the terms and conditions under which you may return products purchased through the SturdyBay Digital Commerce platform. It explains your rights, our obligations, and the procedures for returning items. We aim to make your shopping experience seamless and satisfactory, and this policy is designed to ensure fairness and transparency for all parties involved.

2. Scope and Application

This Return Policy applies to all products purchased on the SturdyBay Digital Commerce platform, including our website and mobile applications. It governs returns for products sold directly by SturdyBay as well as those sold by third-party sellers operating on our marketplace. In the case of third-party sellers, their individual return policies may also apply; however, SturdyBay's minimum standards shall always prevail. If you have any questions about which policy applies to your purchase, please contact our support team.

This policy does not affect your statutory rights under applicable consumer protection laws in your jurisdiction.

3. Return Eligibility

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

• The item must be unused, unworn, and in the same condition as when you received it.
• The item must be in its original packaging with all tags, labels, and accessories intact.
• You must provide proof of purchase, such as the order confirmation or receipt.
• The return must be initiated within the timeframe specified in Section 4 below.
• The item must not be from the list of non-returnable products outlined in Section 7.

Items that do not meet these criteria may be returned at our sole discretion or may be subject to a restocking fee.

4. Return Timeframes

You may initiate a return within the following timeframes from the date of delivery:

• Standard Products: 30 days for most products sold on our platform.
• Electronics & Gadgets: 14 days for items such as smartphones, laptops, tablets, and accessories.
• Fashion & Apparel: 30 days for clothing, footwear, and accessories.
• Beauty & Personal Care: 14 days for unopened and sealed products.
• Furniture & Large Appliances: 7 days due to shipping and handling considerations.

The return timeframe begins on the date the product is delivered to your specified shipping address. For products that are delivered in multiple shipments, the timeframe begins on the date of the final delivery.

5. How to Initiate a Return

To initiate a return, please follow these steps:

• Step 1: Log in to your SturdyBay account and navigate to your order history.
• Step 2: Locate the order containing the item(s) you wish to return and select the "Return Item" option.
• Step 3: Provide the reason for the return and any additional details or photographs if applicable.
• Step 4: Choose your preferred return method (self-ship or courier pickup, where available).
• Step 5: Print the return label (if provided) and securely package the item.
• Step 6: Drop off the package at the designated courier location or await pickup.

If you are unable to initiate a return through your account, please contact our support team at support@sturdybay.com or call our customer service hotline. We will assist you in completing the return process.

6. Refund Process

Once your returned item is received and inspected at our returns facility, we will notify you of the approval or rejection of your refund. The refund process is as follows:

• Approval: If your return is approved, the refund will be processed to your original payment method within 5–10 business days.
• Partial Refunds: In certain cases, partial refunds may be granted for items that show signs of use, damage, or missing parts, or for items returned beyond the allowable timeframe.
• Rejection: If your return is rejected, we will provide an explanation and, where possible, offer to return the item to you at your expense.
• Shipping Costs: Original shipping charges are non-refundable unless the return is due to our error (e.g., wrong item delivered or damaged product).

Refund processing times may vary depending on your bank or payment provider. Please allow additional time for the refund to appear in your account.

7. Non-Returnable Items

The following categories of products are non-returnable, unless they are defective or damaged upon delivery:

• Perishable goods such as food, beverages, and flowers.
• Personal care and hygiene products (e.g., toothbrushes, razors, undergarments) that have been opened or unsealed.
• Digital content, including software downloads, e-books, and digital subscriptions.
• Gift cards and vouchers.
• Custom-made or personalized products.
• Health and medical devices that have been unsealed or used.
• Items marked as "Final Sale" or "Non-Returnable" at the time of purchase.

If you receive a defective or damaged item from one of these categories, please contact our support team within 48 hours of delivery for assistance.

8. Damaged, Defective, or Incorrect Items

We take great care to ensure that all items are properly packed and shipped in good condition. However, if you receive a product that is damaged, defective, or different from what you ordered, we sincerely apologize. Please follow these steps:

• Contact our support team within 7 days of delivery at support@sturdybay.com.
• Provide your order number, a description of the issue, and clear photographs of the damaged, defective, or incorrect item.
• We will investigate the matter and, if confirmed, arrange for a full refund or replacement at no additional cost to you.
• In such cases, we will also cover the return shipping costs and provide a prepaid return label.

We aim to resolve all such issues within 5 business days of receiving your complaint.

9. Return Shipping Costs

Shipping costs for returns are handled as follows:

• Customer-Initiated Returns: If you are returning an item for reasons other than our error (e.g., change of mind, size issue), you will be responsible for the return shipping costs.
• SturdyBay-Initiated Returns: If the return is due to our error (e.g., defective, damaged, or incorrect item), we will cover all return shipping costs.
• Free Returns: Certain product categories or promotional offers may include free returns. Please check the product listing or your order confirmation for details.
• Restocking Fees: A restocking fee of up to 15% may apply to returns that are not due to our error, particularly for large items, electronics, or items returned without original packaging.

We recommend using a trackable shipping service or purchasing shipping insurance for high-value returns, as we cannot guarantee receipt of your returned item without proof of delivery.

10. Exchange Policy

For customers who prefer an exchange over a refund, we offer the following options:

• Same Item Exchange: If you received a defective or incorrect item, we will replace it with the correct item at no additional cost.
• Different Item Exchange: If you wish to exchange an item for a different size, color, or variant, you may do so subject to availability. Any price difference will be adjusted accordingly.
• To initiate an exchange, please follow the return process outlined in Section 5 and indicate your preference for an exchange in the return request form.
• Exchanges are subject to the same eligibility criteria and timeframes as returns.

If the desired item is not available, we will process a full refund to your original payment method.

11. Cancellation Policy

You may cancel your order before it has been shipped. Cancellation requests must be submitted through your account or by contacting our support team. Once an order has been shipped, it cannot be canceled and you will need to follow the return process after receiving the item. If you cancel an order before shipment, your payment will be refunded in full within 5 business days.

12. Third-Party Seller Returns

SturdyBay Digital Commerce hosts a marketplace where third-party sellers offer their products alongside our own inventory. For returns of products sold by third-party sellers:

• The return process may be managed directly by the seller, but SturdyBay facilitates the return request through your account.
• Third-party sellers are required to adhere to SturdyBay's minimum return standards, but individual seller policies may vary.
• If you encounter any issues with a third-party seller's return process, please contact our support team and we will mediate on your behalf.

We are committed to ensuring that all sellers on our platform provide a fair and reasonable return experience.

13. Contact and Support

If you have any questions, concerns, or need assistance with a return, please do not hesitate to contact us:

• Email: support@sturdybay.com
• Phone: +254 (7) 254-48705 (available Monday to Friday, 9:00 AM – 6:00 PM EST)
• Live Chat: Available on our website and mobile app during business hours.

We aim to respond to all inquiries within 24 hours and resolve all issues as quickly and fairly as possible.

14. Updates to This Policy

SturdyBay Digital Commerce reserves the right to update or modify this Return Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our return practices. The date of the most recent revision will be indicated at the top of this page.