Refund policy

Returns & Exchanges Policy

    1.0. Our Commitment to You

At Adenzo Comfies Limited, we are committed to ensuring that you shop with confidence. This Returns & Exchanges Policy is designed to balance customer convenience with the strict hygiene and safety requirements applicable to baby and maternity products.

This policy applies to all purchases made via www.adenzo.shop and our physical stores located at Broadwalk Mall, 2nd Floor and Village Market New Wing, 1st Floor.

2  2. 0. Definitions

F   For the purposes of this Policy, the following definitions apply:

    2.1. Defective

A product is considered defective if it has a manufacturing fault or functional failure that prevents it from performing as intended under normal use conditions within the applicable return or warranty period.

2. 2. Damaged

A product is considered damaged if it is physically broken, cracked, torn, leaking, or otherwise compromised prior to or during delivery, and such damage was not caused by the customer after receipt.


2.3. Returnable Item

A returnable item is any product that:

  • Has not been used
  • Is in its original condition and packaging (where applicable)
  • Meets the eligibility criteria outlined in this Returns & Exchanges Policy
  • Is not listed under the non-returnable category

2.   4. Non-Returnable Item

A non-returnable item is any product that cannot be returned or exchanged once opened or used due to hygiene, safety, or health considerations.

This includes but is not limited to:

  • Diapers, wipes, diaper creams and changing accessories
  • Feeding bottles, teats/nipples, pacifiers and breast pump accessories
  • Nursing and personal care products
  • Opened bedding and nursing items

Exception: Non-returnable items may still be eligible for return if they are defective, damaged, or incorrect upon delivery.

3. Return Window

We offer a 24-hour return window, starting from the date of delivery. Customers must inspect their order upon receipt and report any issues within this period.

4.Eligibility for Returns & Exchanges

Items must be: 

  • Unused and in new, resalable condition
  • In original, undamaged packaging (or equivalent secure packaging if original is not available)
  • Accompanied by proof of purchase (receipt or order confirmation)

For defective or damaged items: Provide photo or video evidence within the 4-day window for faster processing.

5. Hygiene & Safety Restrictions

Due to hygiene and safety regulations applicable to baby products, certain items are final sale once opened or used.

  • Diapering products (e.g, diapers, diaper creams, wipes, changing pads)
  • Feeding essentials (e.g, bottles, teats/nipples, pacifiers, breast pumps, breastfeeding accessories) 
  • Personal care items (e.g, nursing creams, postpartum products) 
  • Opened bedding or nursing items (e.g, crib mattresses, nursing pillows) 
  • Used safety essentials (e.g, car seats, safety gates) 

However, these items remain eligible for return if they are:

  • Defective
  • Damaged
  • Incorrect upon delivery

5. Defective, Damaged, or Incorrect Items
If your order arrives defective, damaged, or not as described, contact us within 1 days of delivery. We'll arrange a free replacement or store credit/refund option after inspection.

This is in line with your rights under Article 46 of the Kenyan Constitution and the Consumer Protection Act, 2012, ensuring goods of reasonable quality.

6.Refunds, Exchanges & Store Credit

  • Exchange for a similar item or store credit (valid for three (3) month)
  • Cash refunds: Available for defective/damaged items or where required by law (e.g., if no suitable replacement is available). Processed to your original payment method within 7-10 business days.
  • Non-defective returns: Exchange or store credit only.
  • Refunds: Issued only for defective, damaged, or incorrect items, or where legally required

7.Return Process

To initiate a return,

  1. Contact Us First: Email contact@adenzo.co.ke or call +254 743 190 290 / +254 728 999 111 to initiate a return and receive a Return Authorization Number (RAN).
  2. Package Securely: Include all original accessories, manuals, and the RAN.
  3. Ship To: One of our Nairobi locations:
    • Adenzo Comfies Limited – Broadwalk Mall, 2nd Floor, Ojijo Road, Nairobi, Kenya
    • Adenzo Comfies Limited – Village Market, New Wing, 1st Floor, Nairobi, Kenya
  4. Use Tracked Shipping: Adenzo is not responsible for lost returns without tracking.

8.Return Shipping Costs

  • Defective, damaged, or incorrect items: Adenzo will cover return shipping costs
  • Change of mind / non-defective returns: Customer bears return shipping costs

9. Inspection & Approval
All returned items are subject to inspection. Adenzo reserves the right to:

  • Approve the return
  • Reject items that do not meet eligibility criteria
  • Return rejected items to the customer

Processing will take 3–7 business days from receipt.

10. Warranty

Warranty coverage for electrical and mechanical baby products is governed separately under the Terms & Conditions and manufacturer warranty terms.

11. Policy Abuse

Adenzo reserves the right to refuse returns in cases of suspected misuse, fraud, or repeated abuse of this policy.

10. Final Note

Adenzo Comfies reserves the right to no accept returns that do not meet these conditions. This policy is designed to protect both our customers and the safety of our customer (s)  while remaining compliant with Kenyan consumer protection laws.