Support Policy

Client Support Policy

At Adenzo Comfies Limited, we are committed to providing high-quality baby products and a seamless, reliable customer experience.

Scope of Support

We are happy to assist you with:

• Product information, sizing, and usage guidance

• Order placement and payment assistance

• Delivery tracking and order status updates

• Returns, exchanges, and warranty claims

• Reporting defective or damaged items

• General feedback, inquiries, and complaints

Support Channels

Email:
adenzocomfies1@gmail.com

Phone / WhatsApp:
+254 743 190 290
+254 728 999 111

In-Store Locations:

• Broadwalk Mall, 2nd Floor, Ojijo Road, Nairobi, Kenya

• Village Market, New Wing, 1st Floor, Nairobi, Kenya

Social Media:

• Facebook: Adenzo Comfies

• Instagram: @adenzo_comfiess

• X (formerly Twitter): @adenzoLtd

Support Hours

• Monday – Wednesday: 9:00 AM – 5:00 PM

• Thursday: 9:00 AM – 6:00 PM

• Friday – Saturday: 9:00 AM – 7:00 PM

• Sunday: 11:00 AM – 6:00 PM

• Public Holidays: Open

Response Times

• Phone / WhatsApp: Immediate (during business hours)

• Email: Within 24 hours on business days

• Social Media DMs: Within 12 hours on business days

Customer Responsibilities

To help us serve you efficiently, please ensure you:

• Provide proof of purchase for returns or exchanges

• Share clear photos or videos when reporting defective or damaged products

• Provide accurate contact and delivery details

• Follow all product care instructions provided at purchase

Resolution Process

We follow a simple and transparent process to resolve your concerns:

1. Acknowledge
   We confirm receipt of your request within the stated response times

2. Assess
   We review your concern, verify purchase details, and may request additional information

3. Resolve
   We provide an appropriate solution (replacement, store credit, or guidance)

4. Follow-Up
   We check in to ensure your issue has been fully resolved