OUR POLICY

Store Policy

Return,Exchange & Refund

At Runga Crafts Kenya, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again.
That’s why we believe that our store policies should be fair, clear and transparent.
Below you’ll find a list of all our policies.
If you can’t find the information you’re looking for - please don’t hesitate to contact us today!

The Nature of Leather

Colour/Dye

We use high-quality Oil pull up Kenyan leather which is not fully processed with the plastic coating, this allows the hide to be supple, gives it the unique luxurious feel and allows it to age extremely well. We respect that leather is a natural material and thus has natural characteristics such as stretch marks, grazing scratches & marks, skin rash, wrinkles and un-evenness in dye. We see the beauty in the marks and they are to be to be expected on any of our products.

Every skin reacts to dye differently and even though they go through the same tanning process at the same time, a slight variation of color is to be expected from one hide to another. No one skin is similar to another and therefore every bag is unique.

As the aging process starts, you may also notice a slight change in the color, this is nothing to worry about because the bag uniquely starts to form its personality because of the new environment and use.

We have also made every effort to display as accurately as possible the colors of our products on www.rungacraftskenya.com or and our social platforms. However, as computer and mobile phone monitors vary, we cannot guarantee that your monitor’s display of any color will be completely accurate.

Size

Exchange

Valid reasons for Return, Exchange & Refunds

You might have ordered the wrong size of a bag and would like it exchanged for either a smaller or bigger size.

If the product you are exchanging with is cheaper than the original order, you will be required to take additional items to cover the cost difference.

If the new product is more expensive than the original order, you will be required to top up the difference.

If your order is not delivered on time.This is not valid if a delay was communicated in good time, and delivery re-scheduled.
If a delay is communicated and we cannot agree on a delivery reschedule, we will wait for the original delivery date to initiate the process of a refund. Refunds can only be initiated after the delivery dates have elapsed.

If you get a different product from what you ordered (size, color, or style)

Slight color variation is not considered as color difference. Read the section on color variation.

Craftsmanship defects – these include; bad stitching, wrinkled stitched borders, missing parts & accessories such as buttons, rivets & hooks.

Erroneous branding – wrong name branded and misspelling

The Nature of Leather

How to Exchange or Return

Simply follow the steps below:
Ensure you have read and understood our return and exchange policy.
Draft an email titled “exchange/return” then indicate the reason for return.
Choose your replacement if you are requesting an exchange.
send the email to rungacraftskenya@gmail.com with the subject “EXCHANGE/RETURN”
You will then receive a follow-up email from our returns, exchange, and refund department with a way forward.
Book your free collection on email or over the phone with a customer service executive.
We recommend that items are returned from the same location to which they were delivered. This ensures that your return is covered by our free returns policy and reaches us promptly. Orders sent back from a different destination may incur additional charges, be delayed, or both.

Refund

Process

You will receive an email from our Customer Servicedepartment notifying you we have initiated the refund process. Money will either be credited to the original payment method or your Runga Crafts Kenya account.
Shipping costs are non-refundable.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
We do not refund or exchange customized orders.

Shipping

FREE Standard delivery on all orders above Kenya shillings 35,000/=
Standard Delivery: 5 to 7 business days, price: KES 400/= (Within Kenya)
This is not applicable for wholesale or corporate orders.

All returns should be requested and sent back within 5 days of receipt.
Repeated returns
We offer a flexible return policy to make your online shopping experience easier. We do monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your account and future orders being refused.
We can only accept a return of the same product once. Refunds and exchanges do not apply to a second-time return.

Faulty goods

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described on the website. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.
If your item is faulty when you receive it, you can return it for an exchange or refund within 5 days from the date you received it.
If you have owned your item for longer than this, and certainly over 1 month, then please contact Customer Care.

Late

Returns

Your item(s) should be sent back to us within 5 days. Returns outside these time frames may be accepted at the discretion of Runga Crafts Kenya and may only be refunded as a store credit.