Returns Policy

Last Updated: 23 October 2026

At KETTS' STORE, we are committed to supplying products in good working condition. We accept returns only for items proven to have a manufacturing (factory) defect or items that were defective when shipped by KETTS' STORE.

1. Eligible Returns

A return may be approved only when:

• The product has a genuine manufacturing or factory defect.
• The product was shipped by KETTS' STORE in a defective condition.

All reported defects are subject to verification and assessment by KETTS' STORE before a return is approved.

2. Conditions for Return Approval

To request a return, contact our customer support team and provide:

• Your order number or proof of purchase.
• A clear description of the defect.
• Clear photographs or video evidence showing the defect, where applicable.

We may request additional information or arrange an inspection to establish whether the reported defect existed before delivery or resulted from a manufacturing fault.

A return will be approved only after the reported defect has been reasonably verified.

3. Returns We Do Not Accept

KETTS' STORE does not accept returns for reasons other than verified factory defects or products shipped defective by our store.

The following are not valid reasons for a return:

• Change of mind after purchase.
• Ordering the wrong product or selecting the wrong specification.
• Personal preference or dissatisfaction unrelated to a verified defect.
• Damage caused by misuse, accidents, improper installation, unauthorised repairs, negligence, or failure to follow the manufacturer's instructions.
• Defects or damage arising after delivery due to handling, storage, or use by the customer.

4. No Exchanges

We do not exchange products for a different model, colour, size, specification, or replacement product simply because a customer changes their mind or prefers another item.

Where a return is approved because of a verified factory defect or a defect present when the item was shipped by our store, our customer support team will communicate the applicable resolution in accordance with our obligations under applicable law.

5. How to Request a Return

To report a potentially defective product:

1. Contact KETTS' STORE customer support with your order details.
2. Explain the defect and provide supporting photographs or videos where possible.
3. Wait for our team to review the information and advise you on the next steps.
4. Do not send a product back until your return request has been reviewed and return instructions have been provided.

Unauthorised returns may be delayed while we verify the order and the reason for return.

6. Inspection and Verification

All return requests are subject to verification. KETTS' STORE may inspect the product, request additional evidence, or assess the reported defect before making a decision.

A return may be declined where the evidence establishes that the reported problem resulted from customer misuse, accidental damage, improper installation, or another cause unrelated to a manufacturing defect or the condition in which the product was shipped.

7. Refunds and Applicable Rights

This policy does not limit any mandatory consumer rights or remedies that apply under Nigerian law or other applicable law.

Where a return is approved, KETTS' STORE will communicate the applicable resolution and any relevant processing arrangements directly to the customer.

8. Contact Us

For assistance with a potentially defective product or a return request, please contact KETTS' STORE through the official customer support channels published on our website.

KETTS' STORE
Thank you for shopping with us.