This policy explains how returns, exchanges, and refunds are handled for products and services showcased through the Streamline business directory. Streamline curates listings and facilitates communication, while each listed business sells and fulfills its own products. We require every directory partner to follow the standards below so shoppers have a consistent experience.
Who this policy covers
The policy applies to orders initiated from Streamline directory listings or product showcases. Returns are processed by the individual business that sold the item, with Streamline support available to coordinate and ensure a timely resolution.
Return windows
- Change of mind or unused products: Request a return within 7 days of delivery. Items must be unused, in original packaging, and include all accessories.
- Damaged, incorrect, or defective items: Report the issue within 48 hours of delivery and return within 30 days. Photos of the packaging and item help us resolve the claim faster.
- Services and digital items: Booked services follow the provider's cancellation window. Digital items delivered via download or access links are not returnable once access is granted.
Return conditions
- Products must be clean, with tags/labels intact, and include manuals, accessories, and freebies.
- Packaging should be secure to prevent damage in transit; use the original carton when possible.
- Returns may be refused for items showing excessive wear, missing parts, or damage caused after delivery.
Items that cannot be returned
- Perishable goods, custom-made or personalized items
- Digital downloads or software once access has been provided
- Health, beauty, and hygiene products if opened
- Services that have already been rendered or attended
Return shipping, fees, and refunds
- Who pays for shipping: Change-of-mind returns are shipped at the customer's cost. If the item is defective, damaged, or incorrect, the selling business covers return shipping or provides a pickup label/arrangement.
- Restocking: We do not charge a restocking fee. If an item is returned incomplete or used beyond inspection, the business may deduct the cost of missing or damaged parts.
- Refund method and timing: Refunds are issued to the original payment method after the business confirms receipt and inspection of the returned item. Please allow 5-10 business days for the refund to appear after confirmation.
- Exchanges: If the requested replacement is in stock, the business will exchange and ship it once the original item is received. If not available, the order will be refunded.
How to start a return
- Locate the business contact details on the product or directory listing and send your request with your order number, product name, photos (for defects/damage), and preferred resolution (refund or exchange).
- Copy info@streamlinefeed.co.ke so we can track the case and assist if needed.
- The business will share the correct return address or pickup instructions. Ship with a trackable method and share the tracking number.
- Once the item is received and inspected, the business confirms approval and the refund or exchange is processed.
Missing deliveries or transit issues
If your order has not arrived or was received with missing items, contact the selling business within 48 hours and include your order details. We will work with the business and courier to trace the shipment or ship a replacement where applicable.
Directory partner responsibilities
Businesses listed on Streamline must publish accurate product details, provide a valid return address, honor the timelines above, and share status updates during a return. Repeated non-compliance can result in removal from the directory.
Need help?
Email info@streamlinefeed.co.ke or call +254 701 401 086. Please include your order number and the selling business name so we can respond quickly.
