Refund policy

Returns & Refund Policy – Seraphic Yarns (Kenya Only)

1. Policy Overview

📸 Product Image & Colour Disclaimer

At Seraphic Yarns, we aim to provide clear and accurate images of our yarns and products. To enhance product presentation and help showcase our available colours, some of our product images may be AI-generated, AI-enhanced, or edited using AI technology.

Please note that AI editing is used for visual presentation purposes only and does not change the actual yarn, its quality, texture, composition, or physical characteristics.

🎨 About Yarn Colours

While we make every effort to display our yarn colours as accurately as possible, the colour you see on your screen may vary slightly from the actual yarn colour due to:

Screen and device display settings
Lighting conditions when viewing the product
Photography and image processing
AI-assisted image enhancement or colour editing

These differences are generally slight, and we strive to ensure that the colours shown remain as close as reasonably possible to the actual yarn.

If you require a very specific shade for your project, we recommend contacting us before placing your order so that we can assist you with colour confirmation where possible.

By purchasing from Seraphic Yarns, you acknowledge that minor colour variations between product images and the physical yarn may occur.

1.1 At Seraphic Yarns, we take great care to ensure all yarns are carefully inspected and packed before dispatch.

1.2 Due to the nature of yarn products and shipping considerations, we operate a strict NO RETURNS policy.

1.3 By placing an order with Seraphic Yarns, customers agree to the terms outlined in this policy.

2. No Returns Policy

2.1 All sales are final once an order has been dispatched.

2.2 We do not accept returns or exchanges for:

* Change of mind

* Incorrect color or texture choice

* Incorrect quantity ordered by the customer

* Personal preference or project changes

2.3 Customers are encouraged to review product descriptions, images, and order details carefully before payment.

3. Order Cancellation (Within 24 Hour)

3.1 Customers may cancel their order within 24 hours of placing it, provided the order has not yet been dispatched.

3.2 Cancellation requests must be made via:

* WhatsApp +254717246440

* Phone call +254717246440

* Direct message on our official social media pages

3.3 Orders cannot be cancelled after dispatch, even if within the 24-hour window.

4. Refunds for Cancelled Orders

4.1 Approved cancellations made within 24 hours are eligible for a full refund of the product amount paid.

4.2 Shipping fees are non-refundable if shipping arrangements have already been initiated.

4.3 Refunds will be processed via:

* Mobile money (M-Pesa), or

* The original payment method used

4.4 Refunds are processed within 3–7 business days after cancellation approval.

5. Damaged or Incorrect Orders

5.1 While returns are not accepted, Seraphic Yarns will review claims for:

* Items damaged during transit

* Incorrect items sent due to our error

5.2 Customers must report such issues within 24 hours of delivery, providing:

* Clear photos of the item

* Photos of the packaging

* Order number

5.3 Each case is reviewed individually. Where our error is confirmed, we may offer:

* A replacement (subject to stock availability), or

* Store credit

6. Non-Refundable Situations

6.1 Refunds will not be issued for:

* Delays caused by courier services

* Incorrect delivery details provided by the customer

* Failed deliveries due to customer unavailability

* Color variation due to screen or lighting differences

7. Responsibility of the Customer

7.1 Customers are responsible for:

* Providing accurate delivery information

* Confirming yarn type, weight, and color before ordering

* Being available to receive the parcel or collect it on time

8. Policy Updates

8.1 Seraphic Yarns reserves the right to update or modify this policy at any time.

8.2 Any changes will be communicated via our official sales platforms.

9. Customer Support

9.1 For cancellation requests or policy inquiries, customers may contact Seraphic Yarns through: