Domestic Shipment Policy

Last updated: July 29, 2025

Thank you for shopping at ecosmart.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

• Business Entity (referred to as either "the Business Entity", "We", "Us" or "Our" in this Agreement) refers to Smart Brands Supplies.

• Goods refer to the items offered for sale on the Service.

• Orders mean a request by You to purchase Goods from Us.

• Service refers to the Website.

• Website refers to ecosmart, accessible from https://ecosmart.survlinx.com

• You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Order Delivery & Processing Time

All orders are processed and delivered within 1-3 business days.

Delivery Rates & Estimates

Delivery fees are not included in the item price and will depend on your location. We offer deliveries both within and outside the CBD, and also have a convenient pick-up point in the CBD. For bulk orders, we'll take care of the delivery cost for you.

Order Tracking & Delivery Confirmation

To track orders, a client should have opted to register on our website to have access to delivery updates. The customer will be kept updated of the delivery status via the contact provided in the order. Once the delivery is made the customer is notified via the contacts provided. If he is a registered customer they can give feedback and confirm receipt of the goods.

Customs, Levies, Taxes and Duties

The pricing is inclusive of VAT. We are not responsible for any customs, taxes, levies or charges applied to the order. All other fees imposed on the order during or after delivery are the responsibility of the customer.

Defective Goods and Damages

We are not liable for any goods damaged during delivery. The client should contact us immediately in case goods received are defective. Please save all packaging material before submitting a claim.

Return and Refund Policy

Once goods are recieved after delivery by the customer, We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us with details of the product and the defect. You can send the item you consider defective by contacting us or visiting us in our shop with details of the product and the defect. Once we receive the returned product, we'll thoroughly inspect it and notify you by email or your contacts within a reasonable timeframe whether you're eligible for a replacement due to the defect. If approved, we'll send you a replacement.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 3 days without giving any reason for doing so.

The deadline for cancelling an Order is 3 days from the date on which You ordered the Goods or on which a third party you have appointed, who is not the carrier, placed an order of the product to be delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

• Visiting this page on our website: contact us.

We will reimburse You no later than 14 days from the day on which We receive the cancellation notice. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

• The Goods were purchased in the last 3 days
• The Goods are in the original packaging
• The customer or delivery means has not contributed to the Goods getting damaged or defective.

The following Goods cannot be returned:

• The supply of Goods made to Your specifications or clearly personalized.
• The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
• The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law or prior agreement with the business management.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

Smartbrand Supplies
Cove Court, Watermark Business Park, Ndege road - off langata road. Nairobi, P.O Box 1730-00606

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Exchange of Goods

We only allow exchange of goods of they are defective or upon conviction that the customer received a wrong order. The customer may also want to exchange a good for another product as long as it does not contribute to liability on the business or affect Our credibility to our customers.
Refunds exclude any shipping and handling fees listed on your invoice or packaging slip. All return shipping costs must be prepaid and insured by you, and you assume responsibility for any loss or damage during return transit. We cannot guarantee receipt of returned items. Please note that shipping and handling fees are non-refundable, and any refund issued will not include these costs.

Gifts

If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Changes to this Privacy Policy

We may update Our Privacy Policy from time to time. We will notify You of any changes by posting the new Privacy Policy on this page.

We will let You know via email and/or a prominent notice on Our Service, prior to the change becoming effective and update the "Last updated" date at the top of this Privacy Policy.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

Contact Us

If you have any questions about this Privacy Policy, do not hesitate to contact us.

This Return and Refund Policy has been created with the help of the Return Policy Template.