At Shotcaller, your satisfaction is our top priority. Because we sell consumable products such as alcoholic beverages, strict return guidelines apply to protect the safety, quality, and integrity of our products. By shopping with us, you agree to the following Return Policy.
1. Eligibility for Returns
Returns are accepted only under the following conditions:
- The product was delivered damaged, defective, or incorrect.
- You notify us within 24 hours of delivery.
- The product remains sealed, unopened, and in its original packaging.
- For health and safety reasons, opened or partially consumed products cannot be returned.
2. Non-Returnable Items
We cannot accept returns or refunds for:
- Opened bottles, cans, or packages.
- Items damaged after delivery due to improper handling or storage.
- Perishable, promotional, or clearance items.
- Any product returned more than 24 hours after delivery.
3. Damaged, Defective, or Incorrect Products
If you receive a product that is broken, expired, or not what you ordered:
- Contact us within 24 hours of delivery.
- Provide your order number and clear photos of the item and packaging.
- Once verified, we will replace the product or issue a refund.
4. Refunds
- Refunds will only be issued for eligible cases (damaged, defective, or incorrect items).
- Refunds are processed through the original payment method (M-Pesa, card, or bank transfer).
- Refunds may take 3–7 business days depending on your provider.
- Delivery fees are non-refundable unless the error is on our part.
5. Exchanges
Where possible, defective or incorrect products will be replaced with the same item. If unavailable, you may select another product of equal value.
6. Bulk & Corporate Orders
Returns on bulk or corporate orders are reviewed on a case-by-case basis. Specific agreements may apply and will be confirmed at the time of purchase.
7. Responsibility for Return Shipping
- Customers are responsible for return shipping unless the return is due to our error.
- All returns must be sent back in the original condition and packaging.
8. Policy Updates
Shotcaller reserves the right to update this Return Policy at any time. The latest version will always be available on our website.
