Refund Policy

At BF Suma, we want you to be completely satisfied with your purchase. This policy outlines our guidelines for returns, exchanges, and refunds.

Return Eligibility

You may request a return or exchange if:

• The product is damaged or defective upon delivery
• You received the wrong product
• The product is significantly different from its description

Timeframe

Return requests must be made within 7 days of receiving your order. Please contact us immediately if you notice any issues with your delivery.

Condition Requirements

For a return to be accepted:

• Products must be unused and in original packaging
• Seals must be intact (for sealed products)
• All original accessories and documentation must be included
• You must provide proof of purchase (order number or receipt)

Non-Returnable Items

The following items cannot be returned:

• Products that have been opened, used, or consumed
• Products returned after 7 days without prior approval
• Products damaged due to misuse or improper storage
• Items marked as final sale or non-returnable

How to Request a Return

1. Contact us: Reach out via WhatsApp or email at support@bfsuma.com within 7 days of delivery.
2. Provide details: Include your order number, photos of the issue, and a description of the problem.
3. Wait for approval: Our team will review your request and respond within 24-48 hours.
4. Return the product: If approved, we'll arrange pickup or provide instructions for returning the item.

Refund Process

Refund Methods

Once we receive and inspect the returned item, we will process your refund via:

• Mobile money (M-Pesa, Airtel Money)
• Bank transfer
• Store credit (if preferred)

Processing Time

Refunds are typically processed within 3-5 business days after we receive the returned item. The time for the refund to appear in your account may vary depending on your payment provider.

Refund Amount

You will receive a full refund of the product price. Original delivery fees are non-refundable unless the return is due to our error (wrong item, defective product, etc.).

Exchanges

If you prefer an exchange rather than a refund, we'll send a replacement product once we receive the original item. If the replacement has a different price:

• If cheaper, we'll refund the difference
• If more expensive, you'll pay the difference before shipment

Damaged in Transit

If your order arrives damaged, please take photos immediately and contact us within 24 hours. We will arrange for a replacement or full refund at no additional cost to you.

Order Cancellation

You may cancel your order free of charge before it is dispatched. Once the order is out for delivery, standard return policies apply.

Questions?

If you have any questions about our refund policy, please contact us at support@bfsuma.com or via WhatsApp. We're here to help!