Return & Refund Policy

Last Updated: 20 August 2026

At Bluwave Multi Supplies Limited, we value our customers and are committed to providing quality products and reliable service. We understand that there may be occasions when you need to return a product or request a refund.

This Return & Refund Policy explains when returns, exchanges and refunds may be accepted and the process for requesting them.

1. Return Eligibility

A return may be accepted where:

• The product received is defective or damaged.
• The product delivered is different from the product ordered.
• The product is unused and in its original condition and packaging, where applicable.
• The return request is submitted within 7 days of delivery.

For damaged, defective or incorrect items, please contact us as soon as possible after receiving your order so that we can assess the issue and provide appropriate assistance.

Important: Certain products may be subject to specific return conditions because of their nature, packaging, shelf life or hygiene requirements.

2. Non-Returnable Items

For health, safety, hygiene and product-quality reasons, the following items may not be eligible for return or refund:

• Perishable food products
• Products that have been opened, used or consumed
• Products damaged after delivery due to improper handling or use
• Personal care and hygiene products
• Customized or specially ordered products
• Clearance or final-sale products, where stated at the time of purchase

This does not affect any rights you may have under applicable consumer-protection law.

3. How to Request a Return

To request a return, please contact our customer service team:

Email: support@bluwave.co.ke

Please provide:

1. Your order number
2. The name of the product
3. The reason for the return
4. A description of the problem
5. Photographs or other evidence where the product is damaged, defective or incorrect

Our team will review your request and inform you whether the return has been approved.

Please do not send a product back before receiving return instructions from our team.

4. Return Approval

Once your return request has been reviewed, we will provide instructions on how and where to return the product if the request is approved.

Returned products may be inspected before a refund or replacement is approved.

Approval of a return does not automatically guarantee a refund where the returned product does not meet the conditions outlined in this policy.

5. Return Delivery Costs

Where the return is due to an error on our part—for example:

• You received the wrong product; or
• The product was damaged or defective when delivered,

Bluwave may cover the reasonable return delivery costs.

For other approved returns, the customer may be responsible for the applicable return delivery charges.

Where a return is being shipped, we recommend using a trackable delivery service and retaining proof of shipment until the return has been completed.

6. Refunds

Once we receive and inspect an approved returned product, we will notify you of the outcome.

Where a refund is approved, we aim to process it within 5–10 business days after the return has been received and approved.

Refunds may be issued through the original payment method used for the purchase, where possible, including:

• M-Pesa
• Bank or card payment
• Other applicable payment methods

The time required for the funds to appear in your account may vary depending on the payment provider or financial institution.

7. Exchanges and Replacements

We may offer an exchange or replacement where a product:

• Is defective
• Arrives damaged
• Is incorrectly delivered
• Does not correspond to the product ordered

Where the same product is unavailable, we may discuss an alternative solution with you, including a refund where applicable.

8. Late or Missing Refunds

If your refund has been approved but you have not received it within the expected timeframe:

1. Check your M-Pesa, bank or card statement.
2. Contact your payment provider or bank.
3. If the refund is still not reflected, contact us at support@bluwave.co.ke

Please provide your order number so that we can investigate the matter.

9. Order Cancellations

You may request cancellation of an order before it has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the order will instead be handled under the applicable return procedure.

If you need to cancel an order, contact us as soon as possible.

10. Products Damaged During Delivery

If your order arrives damaged, please notify us as soon as reasonably possible.

Where possible, take clear photographs of:

• The damaged product
• The packaging
• The delivery parcel
• Any visible damage

This information may help us investigate the issue with our delivery partner and determine the appropriate resolution.

11. Consumer Protection

This Return & Refund Policy is intended to provide clear and fair procedures for handling returns, exchanges and refunds.

Nothing in this policy is intended to remove or restrict any rights or protections that cannot lawfully be excluded under applicable Kenyan consumer-protection or other applicable legislation.

12. Changes to This Policy

Bluwave Multi Supplies Limited may update this Return & Refund Policy from time to time to reflect changes to our products, services, business practices or applicable legal requirements.

The latest version will always be published on our website, together with the date it was last updated.

13. Contact Us

If you have any questions about this Return & Refund Policy or would like to request a return or refund, please contact us:

Bluwave Multi Supplies LimitedWebsite: www.bluwave.co.ke
Location: Nairobi, Kenya

We’re here to help make your shopping experience simple, reliable and convenient.

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