Returns and Claims

RETURNS, DAMAGED, BROKEN, OR NON-DELIVERED ORDERS=

Unless the product received is not as d= escribed as ordered, ALL SALES ARE FINAL (NO EXCEPTIONS).

Wholesale purchases direct from Africa including defective items are not returnable u= nder any circumstances, any problems will be resolved between= all parties involved.

We understand that occasionally you may want to select a different color, size, style, or otherwise change your min= d. In the interests of your satisfaction, we accept returns of non-defective merchandize on the condition that it is swapped for other products i.e. a s= tore credit will be issued (no refunds are issued for non-defective as described/ordered merchandize).

RETURNS:

Your request to return any order must be received by email or tele= phone no later than five (5) business days<= /b> after the delivery date stated by UPS, USPS, or other carrier tracking records to= the shipping address on the order. Any requests after five business days will be considered but may not necessarily be authorized for return. In any event, = Kwaze-Kwasa [USA] Inc. will take no action nor responsibility for any returned order un= til it is actually received by us.

Non-defective or as described retail and wholesale orders that you do not want for any reaso= n may be returned only after you receive a ‘Return Merchandize Authorization’ (RM= A#) email. A minimum 15% re-stocking fee applies to all returned retail orders; some products may have higher re-stocking fees (up to 25%) as noted in the = item description. Returned non-defective as described wholesale orders are re-stocked at 20% and 30% for non-fragile and fragile products, respectivel= y. Customer is responsible for all return costs including shipping, handling, packing, and insurance. Store credit issued when merchandize re-stocked in = our inventory and systems. Allow up to 48 hours after receipt of return for the credit to= appear in your account.

Defective or not as described retail and wholesale orders may be returned only after you receive a ‘Return Merchandi= ze Authorization’ (RMA#) email. Customer is responsible for all return costs including shipping, handling, packing, and insurance. After the returned or= der is received, it will be inspected within 48 hours by our volunteers. If defective or not as described, we will reimburse your return costs to a max= imum not exceeding the original order shipping charges and replace the defective= or not as described product with the correct product or alternate of your choo= sing of equivalent or lesser value. Should no replacements be available we will issue a full refund or store credit as per your instructions. If the produc= t is found by us not to be defective or as described, the return will be treated= as non-defective.

DAMAGED BROKEN OR NON-DELIVERED ORDERS:

All store orders are shipped insured. (eBay sales are redire= cted at checkout to our online store but are not store orders and insurance is either optional or required as per the eB= ay listing conditions). Kwaze-Kwasa [USA] Inc. is not responsible for the order once it has been given to the carrier for shipment and delivery. Any and all damage, breakage, or loss in transit to the stated shipping address will be for the c= arrier/shipper’s account that will require a formal claim to be filed by the recipient.<= o:p>

You and we will be both disappointed if= your order does not arrive safely as requested. However, no matter how well we p= ack, UPS and USPS automated systems and general handling may result in the rare = loss, breakage, or damage of a shipment. Should this happen, don’t despair, the p= rocess of claiming is simple and fast if you follow the guidance given below. Dama= ge and breakage claims must be made as soon as possible after delivery and prefera= bly no later than one business day thereafter to ensure a successful claim.

Damage and Breakage:

If shipped via UPS:

1.      =       Do not contact us.

2.      =       Call the 800 number on the shipping lab= el (or in country toll-free number if non-US address) and file your claim or go on line to www.ups.com and file electronica= lly. You will need the tracking/reference number.

3.      =       After UPS accepts the claim, they issue= a reference number with instructions of how you are to proceed and notify us = of your claim.

4.      =       will i= ssue further instructions on how to proceed with your claim, and notify us that a claim is filed.

5.      =       On resolution of the claim, UPS will pa= y any settlement to us only.

6.      =       Store credit is issued for the full amo= unt received and simultaneously you are notified you by email of the credit adjustment unless you instruct us in writing to apply the credit differentl= y.

If shipped via USPS:

USA addresses:

<= span style=3D'font-size:10.0pt;line-height:150%;font-family:"Verdana","sans-seri= f"; mso-fareast-font-family:Verdana;mso-bidi-font-family:Verdana'>1.&n= bsp;           Photograph the damaged item with digital camera (or photocopy if no camera and scan copy) preferably with the damaged and/or broken pieces and send to shipping@kwaze-kwasa.com with any message or notes if needed.

<= span style=3D'font-size:10.0pt;line-height:150%;font-family:"Verdana","sans-seri= f"; mso-fareast-font-family:Verdana;mso-bidi-font-family:Verdana'>2.&n= bsp;           On receipt of photograph/s, we submit t= he claim to our insurance carrier for consideration and investigation.

<= span style=3D'font-size:10.0pt;line-height:150%;font-family:"Verdana","sans-seri= f"; mso-fareast-font-family:Verdana;mso-bidi-font-family:Verdana'>3.&n= bsp;           On their acceptance and settlement of t= he claim we issue a store credit for the full amount received and will simultaneousl= y notify you by email of the credit adjustment unless you instruct us in writing to apply the credit differently.

International Destinations

<= span style=3D'font-size:10.0pt;line-height:150%;font-family:"Verdana","sans-seri= f"; mso-fareast-font-family:Verdana;mso-bidi-font-family:Verdana'>4.&n= bsp;           Take item and all packaging to your loc= al Post Office.

<= span style=3D'font-size:10.0pt;line-height:150%;font-family:"Verdana","sans-seri= f"; mso-fareast-font-family:Verdana;mso-bidi-font-family:Verdana'>5.&n= bsp;           File a claim and get a reference number= .

<= span style=3D'font-size:10.0pt;line-height:150%;font-family:"Verdana","sans-seri= f"; mso-fareast-font-family:Verdana;mso-bidi-font-family:Verdana'>6.&n= bsp;           Email the reference number to us and we will complete the claim with USPS that can take up to six months before settlement.

<= span style=3D'font-size:10.0pt;line-height:150%;font-family:"Verdana","sans-seri= f"; mso-fareast-font-family:Verdana;mso-bidi-font-family:Verdana'>7.&n= bsp;           On their acceptance and settlement of t= he claim we issue a store credit for the full amount received and simultaneously not= ify you by email of the credit adjustment unless you instruct us in writing to apply the credit differently.

Please note caveats from UPS, USPS, and i= nsurance company:

1.       The p= ackage recipient should hold damaged items in the event they are requested during claims processing. FAILURE TO RETA= IN DAMAGED PROPERTY COULD AFFECT FINAL SETTLEMENT OF THE CLAIM.=

2.       Any fraudulent claims will make the package recipient liable for prosecution for mail fraud under the Federal Criminal Code.

LATE DELIVERY, LOSS, or NON-RECEIPT:=

NO CARRIER WILL CONSIDER A CLAIM FOR NON-DELIVERY IF THE TRACKING RECORD SHOWS DELIVERY.

Leave instructions for the carrier where to leave the package/s if you are not available to accept delivery and are concerned about their security.

UPS:

1.&n= bsp;           If you receive an exceptions email from= UPS, follow the instructions given.

2.&n= bsp;           If you do not receive an exceptions ema= il from UPS, do not contact us.

3.        &= nbsp;   File an investigation with UPS using the tracking number sent to you no sooner than= 24 hours (and longer if not air delivery) after the scheduled delivery date.

4.&n= bsp;           UPS wi= ll issue further instructions on how to proceed with your claim, and notify us that a claim was filed.

5.&n= bsp;           We will complete and file our portion o= f the claim investigation usually in less than one business day.

6.&n= bsp;           On resolution of the claim, UPS will pa= y any settlement after about three weeks to us only.

7.&n= bsp;           Store credit is issued for the full amo= unt received and simultaneously you are notified you by email of the credit adjustment unless you instruct us in writing to apply the credit differentl= y.

USPS:

1.&n= bsp;           If you receive the shipment later than = the anticipated delivery date, USPS will reimburse Express mail shipping costs. Submit your claim to your nearest post office. No other class of shipping service is reimbursed for late delivery by USPS.

2.&n= bsp;           If you do not receive the shipment, contact us at any time but pleas= e note that USPS will not investigate until 30 calendar days have lapsed.

3.        &= nbsp;   When 30 but no more than 150 days have lapsed click on the email link after completing the following information, copy, and paste into the b= ody of the email and send it to us.

I, [first + last name], [street, town, st= ate, zip], certify under penalty of federal mail fraud, order# [number] was not = delivered by USPS as of [date]. Daytime contact telephone [area code+ 7 digits]. Emai= l: [name@service].

4.&n= bsp;           On USPS acceptance and settlement of th= e claim we issue a store credit for the full amount received and will simultaneousl= y notify you by email of the credit adjustment unless you instruct us in writing to apply the credit differently.