Introduction

Thank you for shopping with Elsa Households.
We value your trust and strive to ensure that every purchase meets your expectations.
This Returns & Refund Policy applies to all purchases made on www.elsahouseholds.com and is valid within Kenya.

By shopping with us, you agree to the terms outlined below.

1. Eligibility for Returns

a. Defective Products

We gladly accept returns, exchanges, or repairs for items with manufacturing defects.
All products are protected by a 12-month warranty from the date of purchase.

b. Incorrect or Not-as-Described Products

If you receive a product that is incorrect or not as described, you may request a return within 7 days of delivery.
Returned products must be:

• Unused and in original packaging,

• In resellable condition, and

• Accompanied by all accessories, manuals, and documentation.

Please note: Returns due to change of mind are not accepted.

2. Conditions for Returns

To qualify for a return:

• Products must include all original packaging, accessories, and manuals.

• Items damaged by misuse, accidents, or unauthorized repairs are not eligible.

• Proof of purchase (invoice, order confirmation, or receipt) from Elsa Households is required.

3. Return & Refund Process

a. Contact Us

To initiate a return, please reach out within the applicable return period:
Email: info@elsahouseholds.com
Phone: +254 782 451 401

Provide your order number, a brief description of the issue, and photos or videos if possible.

b. Evaluation

Our team will review your claim and may request additional details or inspection before approval.

c. Return Authorization

If approved, you will receive a Return Authorization (RA) number and detailed instructions.
Returns sent without authorization will not be accepted.

d. Shipping

• Customers are responsible for the cost of return shipping.

• If the return is due to a defective or incorrect item, Elsa Households will cover the replacement shipping costs.

• Shipping fees are non-refundable unless the item is confirmed to be defective or incorrect.

e. Refunds & Replacements

Once your item is received and inspected, we will:

• Repair the product, or

• Replace it with an identical or equivalent model, or

• Issue a refund for the purchase amount.

f. Refund Method

Approved refunds will be processed to your original payment method (Visa, Mastercard, M-Pesa, Airtel Money, or Bank Transfer) within 7–14 business days.

4. Non-Returnable Items

The following items cannot be returned unless defective:

• Customized or personalized products.

• Items damaged by misuse, mishandling, or unauthorized modifications.

5. Contact Us

Elsa Households
 Email: info@elsahouseholds.com
 Phone: +254 782 451 401
Address: Eaton Place, UN Cres Avenue, Nairobi – Kenya