We want you to be completely satisfied with your purchase. If you’re not, here’s everything you need to know about returns and refunds.  

1. Eligible Products

Most unused, unopened, and undamaged items in their original packaging can be returned within the specified time frame.  

Non-returnable items:

• Customized or personalized products (unless defective).  
•  Sale/clearance items (unless defective).  
•  Digital downloads, gift cards, and perishable goods.  

2. Return Conditions

To be eligible for a return, items must:  

• Be unused, in original condition, and with all tags/labels attached.  
• Include original packaging, accessories, and proof of purchase (receipt/order number).  
• Not show signs of wear, damage, or alteration.  

3. Time Frame for Returns & Refunds

• Returns must be requested within 7 days of delivery.  

• Refunds are processed within 7–10 business days after we receive and inspect the returned item.  

4. How to Initiate a Return or Refund

1. Contact our customer service at sales@pratum.co.ke.  

2. Provide your order number and reason for return.  

3. If approved, you’ll receive a Return Authorization Number (RMA) and instructions.  

4. Pack the item securely and ship it back to the provided address.  

5. Refund Amount & Fees

• Full refunds are issued for eligible returns in original condition.  
• Deductions may apply for:  

1.   Restocking fees (if applicable, e.g., 10–15% for opened electronics).  
2. Return shipping costs (unless the return is due to our error).  

6. How Refunds Are Issued

• Refunds are issued to the original payment method (credit/debit, PayPal, etc.).  

• For store credit requests, a gift card/voucher will be emailed.  

7. Return Shipping Costs

• Customer pays return shipping, unless the return is due to:  

  - Wrong item shipped.  

  - Defective/damaged product.  

  - Our error.  

• We’ll provide a prepaid return label in these cases.  

8. Customized or Sale Items

• Custom-made items cannot be returned unless defective.  
• Sale/clearance items are final sale (no returns) unless damaged or incorrect.  

9. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect:  

1. Notify us within 48 hours of delivery with photos/video proof.  

2. We’ll arrange a free replacement or full refund, including return shipping if needed.  

Need Help?

Contact us at support@pratum.co.ke or call (+254) 706 210446