Returns and Refund Policy – House of Qacim

Effective Date: 4th November 2024

At House of Qacim, we strive to provide you with the highest quality tactical gear and products. We want you to be completely satisfied with your purchase. However, we understand that sometimes things don’t go as planned. If you need to return or exchange a product, we’ve created this policy to guide you through the process.

Please read our Returns and Refund Policy carefully. By making a purchase, you agree to the terms outlined below.

1. Eligibility for Returns

We accept returns under the following conditions:

  • Item Condition: The item must be unused, undamaged, and in its original condition, including all packaging, tags, and accessories (if applicable).
  • Return Window: You must initiate the return within 3 days from the date of delivery or purchase. After this period, we will no longer be able to offer a return or refund.
  • Receipt/Proof of Purchase: You must provide a valid receipt, order number, or proof of purchase when returning the item.

Note: Some items are non-returnable for hygiene, safety, or legal reasons, such as personal protective equipment, custom orders, and clearance items. Please check product descriptions for any specific return restrictions.

2. How to Return an Item

To return a product, please follow these steps:

  1. Contact Us: Reach out to our Customer Support team at support@houseofqaciim.com or call us at +254 702999903 to request a return authorization. Be sure to include your order number, the item(s) you wish to return, and the reason for the return.

  2. Return Authorization: After confirming your return request, we will provide you with a Return Authorization (RA) number and the return instructions.

  3. Pack the Item: Please ensure the product is securely packed in its original packaging (if available), with all tags, manuals, and accessories. You are responsible for the return shipping cost unless the return is due to a defect or our error.

  4. Ship the Item: Send the item back to us using a reliable shipping method. Please retain the shipping receipt or tracking number for your records.

  5. Inspection and Processing: Once we receive the returned item, we will inspect it to ensure it meets the conditions outlined in our policy. We will notify you once the return has been processed.

3. Refunds and Exchanges

  • Refunds: If your return is approved, we will process a refund to the original payment method used for the purchase. Please allow 2–3 business days for the refund to appear in your account, depending on your payment provider’s processing time.

    • Full Refund: A full refund will be issued for items returned in their original condition and within the return window.
    • Partial Refund: If the item is returned with missing parts or is in a damaged or used condition, we reserve the right to issue a partial refund based on the condition of the product.

  • Exchanges: If you would like to exchange an item for a different size, color, or model, please contact our Customer Support team. Exchanges are subject to stock availability and must be requested within the 3-day return window.

    • If the exchange is due to a change of mind, you will be responsible for the shipping costs for both the return and the new shipment.
    • If the exchange is due to a defective product or an error on our part, we will cover all shipping costs.

4. Defective or Damaged Items

If you receive a defective, damaged, or incorrect item, please contact us immediately (within 3 days of receiving your order). We will offer you the following options:

  • Replacement: We will send you a replacement item at no additional cost.
  • Refund: If a replacement is not available, we will process a full refund to your original payment method.

Please include photographs of the damaged or defective item along with your return request to help us assess the issue more efficiently.

5. Return Shipping Costs

  • Customer-initiated Returns: If you are returning the item for reasons such as a change of mind or incorrect size, you are responsible for the return shipping costs.
  • Defective or Incorrect Items: If the return is due to a defect or our error, we will cover all return shipping costs. We will provide you with a prepaid return label or reimburse the cost of return shipping.

6. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Personal protective equipment (e.g., helmets, vests, masks)
  • Customized or personalized products
  • Clearance or final sale items
  • Opened or used consumables (e.g., food, water filters, batteries)

Please double-check your order before purchasing if you are unsure about any of the items listed above.

7. Cancelling an Order

You may cancel your order before it is processed and shipped. If you wish to cancel, please contact us immediately at [support@houseofqacim.com] or call +254 702999903. If your order has already been shipped, it will be subject to our regular return policy.

8. Contact Us for Assistance

If you have any questions about returns or need assistance with a return request, please don’t hesitate to contact us. Our team is here to help!

We appreciate your trust in House of Qacim and hope that our products meet your expectations. Should you need any further assistance, we’re always here to help you navigate the returns and refund process.