Refund and Return Policy

Return & Privacy Policy

Effective Date: January 2026

Welcome to The Shoe Company KE (accessible at https://theshoecompanyke.com). This Return & Privacy Policy outlines how we handle returns, refunds, exchanges, and how we collect, use, and protect your personal information. By using our website or placing an order, you agree to the terms set out below.

1. Return, Exchange & Refund Policy

1.1 Eligibility for Returns

We accept returns and exchanges for eligible items within 3 days of delivery, provided that:

  • The shoes are unused, unworn, and in their original condition
  • All original packaging (box, tags, labels) is intact
  • Proof of purchase (order confirmation or receipt) is provided

Items that do not meet these conditions may be rejected.

1.2 Non-Returnable Items

The following items are not eligible for return or refund:

  • Shoes that show signs of wear, damage, or alteration
  • Items returned after the 7-day return window
  • Clearance or promotional sale items (unless defective)

1.3 Defective or Incorrect Items

If you receive:

  • A defective product, or
  • An item different from what you ordered

Please contact us within 48 hours of delivery. We will arrange a replacement or refund at no extra cost.

1.4 Exchange Process

Exchanges are subject to product availability. If the desired replacement is unavailable, you may choose:

  • A refund, or
  • Store credit of equal value

1.5 Refunds

  • Approved refunds will be processed within 5–7 business days after inspection
  • Refunds are issued via the original payment method or store credit, depending on the situation
  • Delivery fees are non-refundable unless the return is due to our error

1.6 Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective or incorrect
  • We recommend using a trackable courier service

2. Privacy Policy

2.1 Information We Collect

We may collect the following personal information:

  • Full name
  • Phone number
  • Email address
  • Delivery address
  • Payment-related information (processed securely by third-party payment providers)
  • Browsing data such as IP address, device type, and cookies

2.2 How We Use Your Information

Your information is used to:

  • Process and deliver orders
  • Communicate order updates and customer support responses
  • Improve our website, services, and user experience
  • Send promotional offers (only if you opt in)

2.3 Data Protection & Security

We implement reasonable technical and organizational measures to protect your personal data against:

  • Unauthorized access
  • Loss or misuse
  • Disclosure or alteration

Sensitive payment data is never stored on our servers.

2.4 Sharing of Information

We do not sell or rent your personal data. Information may only be shared with:

  • Courier and logistics partners (for delivery purposes)
  • Payment processors (to complete transactions)
  • Legal authorities, if required by law

2.5 Cookies & Tracking Technologies

We use cookies to:

  • Enhance website functionality
  • Analyze traffic and usage patterns

You may disable cookies in your browser settings; however, some features may not function properly.

2.6 Your Rights

You have the right to:

  • Access or request a copy of your personal data
  • Request correction or deletion of your data
  • Opt out of marketing communications at any time

To exercise these rights, contact us using the details below.

3. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those sites.

4. Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on this page with an updated effective date.

5. Contact Information

For returns, refunds, or privacy-related inquiries, please contact us:

The Shoe Company KE
Email: info@theshoecompanyke.com
Phone/WhatsApp: +254 112261451

This policy is governed by the laws of the Republic of Kenya.