Support Policy

At Adenzo Comfies Limited, we are committed to providing quality baby products and a seamless shopping experience for every customer.

CLIENT SUPPORT POLICY
Scope of Support: 

  • We are happy to assist you with:
  •  Product information, sizing, and usage guidance.
  •  Order placement and payment assistance.
  • Delivery tracking and status updates.
  • Returns, exchanges, and warranty claims. 
  •  Reporting defective or damaged items.
  • General feedback and complaints.

 Support Channels

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 - 6:00PM
  • Friday– Saturday: 9:00 AM – 7:00 PM
  • Sunday - 11:00AM - 6:00PM
  • Public Holidays: Open


Response Times

  • Phone/WhatsApp: Immediate to during business hours.
  • Email: Within 24hours hours on business days.
  • Social Media DMs: Within 12 hours on business days.

Customer Responsibilities

  • Provide proof of purchase for returns, exchanges.
  • Share clear photos/videos when reporting damaged or defective products.
  • Provide accurate contact and delivery details.
  • Follow product care instructions provided at purchase.


  Resolution Process

  • Acknowledge – We confirm receipt of your request within stated response times.
  • Assess – We review your concern, verify purchase details, and request additional info if needed.
  • Resolve – We provide a solution (replacement, store credit, technical guidance, etc.).

 

  • Follow-Up – We check in to confirm your issue is resolved.