African Cotton Industries Limited — Refund, Return & Exchange Policy 
Effective Date: February 1st, 2026 
Scope:This policy applies to all purchases made from African Cotton Industries Limited(“we”, “us”, or “our”) through our e-commerce platform and other online sales channels.
1. Policy

This policy outlines: 

• The eligibility criteria and procedures for refunds, returns, and exchanges. 
• AFRICAN COTTON INDUSTRIES LIMITED’s approach to consumer rights and legal compliance. 
• Timelines and responsibilities for processing returns and refunds. 
• Applicable exclusions and limitations. 

2. Consumer Rights & Legal Compliance (Statutory Framework)
2.1 Kenyan Consumer Law – Under the Consumer Protection Act, 2012 (CPA) and Sale of Goods Act: 

• Consumers have a right to receive goods of merchantable quality, fit for purpose, and as described.  

In cases of defective, unsafe, not-as-described, or wrong delivery goods, consumers are entitled to repair, replacement, or refund.  
2.2 Statutory Cooling-Off / Remote Sales Rights – Online or remote agreements may allow consumers to cancel certain purchases within a specified window (not less than 7 days) if statutory disclosures and opt-in requirements were not complied with. 
3. Definitions
For purposes of this Policy: 

• Delivery Date: The date the customer acknowledges receipt of goods. 

• Return Window: The maximum period during which a return may be requested. 

• Defective Goods: Items that are faulty, damaged, unsafe, or materially not in conformity with their description/specification at the point of delivery.

• Proof of Purchase: Invoice, order confirmation, or digital receipt confirming purchase. 

4. Eligibility for Returns & Refunds – To be eligible for a refund or exchange, the claim must be submitted within seven days. Goods must be unused, unwashed, and in original packaging, including accessories, tags, and documentation.  

• Proof of purchase must be provided. 
• For defective or wrong goods, photographic or video evidence should be submitted. 

5. Categories & Specific Conditions

5.1 Defective, Damaged, or Incorrect Items 

• Valid for full refund, replacement, or repair (at the customer’s choice and subject to availability). 
• Shipping costs for return of defective/wrong items will be borne by AFRICAN COTTON INDUSTRIES LIMITED. 

5.2 Change of Mind Returns 

• Permitted within the 7-day return window. 
• Shipping costs for change-of-mind returns are the customer’s responsibility unless otherwise stated. 
• Refund excludes delivery fees unless advertised as refundable. 

6. Refund Methods & Timing

6.1 Refund Method – Refunds will be issued using the original payment method (e.g., M-Pesa, credit/debit card) unless otherwise agreed in writing. 
6.2 Processing Time 

• Approved refunds will be processed within 7–14 business days of return approval. 
• Additional clearing time may apply depending on payment provider processing times.  

 7. Exchanges

• Exchanges are processed in place of refunds where customers opt to replace goods. 
• Exchange requests must be submitted within the applicable return window. 
• Exchanges are subject to product availability and may require price adjustment. 

8. Returns Procedure
To request a return or refund: 

• Contact customer support via email or phone call. 
• Provide order details, reason for return, and supporting evidence. 
• Upon approval, follow the provided instructions for return shipment. 
• Ensure returned goods are properly packaged. 

AFRICAN COTTON INDUSTRIES LIMITED reserves the right to inspect returned goods before authorizing a refund or exchange decision.
9. Partial Refunds & Rejections – AFRICAN COTTON INDUSTRIES LIMITED may issue partial refunds or reject return requests where: 

• Goods show signs of use beyond inspection. 
• Items are incomplete or missing components. 
• Return is outside the return window. 

In such cases, the customer will be notified with reasons for partial or no refund. 
10. Billing & Pricing Adjustments

• If exchanged items are of higher value, customers must pay the difference. 
• If exchanged items are of lower value, the difference will be refunded. 

11. Data Protection & Privacy – By requesting returns, refunds, or exchanges, customers consent to AFRICAN COTTON INDUSTRIES LIMITED’s use of personal data solely for processing these requests and for compliance with data protection regulations (Data Protection Act 2019). AFRICAN COTTON INDUSTRIES LIMITED will handle all customer data in accordance with its Privacy Policy. 
12. Dispute Resolution – Disputes not resolved amicably may be escalated to the Competition Authority of Kenya or other competent jurisdictions, as provided under the Consumer Protection Act. 
13. Policy Changes – AFRICAN COTTON INDUSTRIES LIMITED reserves the right to update this Policy without prior notice. Updated versions will be published on the website with the revised effective date.