Returns & Refunds

Avenue Fashion (a trade name of Nyota Imara Technologies, a general partnership registered in Kenya)

Effective Date: 1st July 2026

1. Overview

At Avenue Fashion, we want you to love what you order. If something is not right, we offer a 7-day return window from the date of delivery, subject to the eligibility conditions set out in this policy.

Please read this policy carefully before initiating a return request.

2. Return Window

You have 7 calendar days from the date your order is marked as Delivered to initiate a return. Requests submitted after this window will not be accepted.

3. Eligibility Conditions

To qualify for a return, all of the following conditions must be met:

• The item must be unworn and unwashed — it must show no signs of use, alteration, or damage caused after delivery.
• Original tags must be intact and attached — items with removed or detached tags will not be accepted.
• The item must be returned in its original packaging, including any garment bags, boxes, or protective wrapping included at dispatch.
• The return request must be initiated within the 7-day window described above.

4. Non-Returnable Items

The following items are strictly non-returnable under any circumstances:

• Sale and discounted items — all items purchased at a reduced or promotional price are final sale and cannot be returned or exchanged.
• Intimates and swimwear — for hygiene reasons, underwear, lingerie, bikinis, and swimsuits are non-returnable regardless of condition.

If you are unsure whether an item is eligible for return before purchasing, please contact us at support@avenuefashion.co.ke.

5. How to Initiate a Return

To start a return:

1. Contact our support team at support@avenuefashion.co.ke within 7 days of delivery.
2. Include your order number, the item(s) you wish to return, and the reason for the return.
3. Our team will review your request and, if eligible, provide you with return instructions and a return address within 2 business days.

Do not send items back without first receiving return instructions. Unauthorised returns will not be processed.

6. Return Shipping

Return shipping costs are the responsibility of the customer. We do not provide prepaid return labels.

We strongly recommend using a tracked delivery service for your return. Avenue Fashion is not responsible for items lost or damaged in transit during the return journey.

7. Inspection and Approval

Once we receive your returned item, our team will inspect it against the eligibility conditions set out in Section 3. We will notify you of the outcome within 3 business days of receiving the return.

If the item does not meet our eligibility conditions (e.g., tags removed, signs of wear), the return will be rejected and the item will be sent back to you at your cost.

8. Refunds

If your return is approved:

• A full refund of the item price will be issued to your original payment method.
• Shipping fees paid at checkout are non-refundable unless the return is due to a fault or error on our part.
• Refund processing times depend on your payment provider:
• • M-Pesa / Airtel Money — typically 1–3 business days
  • Card (Paystack) — typically 5–10 business days depending on your bank

You will be notified by email once your refund has been processed.

9. Defective or Incorrect Items

If you receive an item that is defective, damaged, or materially different from what was described on the Platform, please contact us at support@avenuefashion.co.ke within 48 hours of delivery with your order number and photographs of the issue.

In such cases, we will arrange for a return at no cost to you and issue a full refund, including the original shipping fee.

10. Third-Party Vendor Items

For items fulfilled by a third-party Vendor on the Avenue Fashion marketplace, return eligibility follows the same policy set out above. Avenue Fashion mediates all return and refund requests on behalf of Vendors.

11. Contact

For all return and refund queries:

Avenue Fashion (Nyota Imara Technologies)

Email: support@avenuefashion.co.ke

Website: avenuefashion.co.ke

This Returns & Refunds Policy was last updated on 25th June 2026.