At Haitch & Haitch Store, we are committed to ensuring you receive high-quality products in perfect working condition. If an issue arises, we will gladly replace the item, according to the guidelines below.

1. Replacement Only Policy

We do not offer cash refunds.
All approved return cases are handled through product replacement only.

If the item you received is defective, damaged, or incorrect, we will replace it with the same model or an equivalent product if the original is unavailable.

2. Replacement Eligibility

A replacement is allowed within 7 days of delivery if:

– The item is defective
– The item is damaged on arrival
– The wrong product was delivered
– The item is not as described

Note: Change-of-mind cases are not eligible for replacement.

3. Conditions for Replacement

To qualify for a replacement, the item must:

– Be unused
– Include all original packaging
– Include all accessories (manuals, cables, remote, straps, etc.)
– Be returned in the condition it was received

If the product shows signs of use, mishandling, or damage not caused during delivery, replacement may be declined.

4. How to Request a Replacement

      1. Contact us via +254706309651 or support@haitchstore.com

      1. Send photos/videos showing the issue

      1. Wait for our support team to review and approve

      1. Return the item using our designated courier instructions

    Once we receive and inspect the item, we will send a replacement within the agreed time.

    5. Delivery Costs

    – If the item delivered was wrong, damaged, or defective, replacement is free, including delivery.
    – If the issue is caused by customer damage or misuse, replacement is not offered.

    6. Items Not Eligible for Replacement

    Replacements are not provided for:

    – Items damaged through customer handling
    – Items without original packaging
    – Items missing accessories
    – Items that failed due to incorrect installation or misuse
    – Items tampered with or altered

    7. Warranty-Based Replacement (For Applicable Products)

    Certain items (e.g., heaters, TVs, electronics) may include manufacturer or store warranties.
    Warranty replacement policies may vary by brand and product.

    If a product stops working after the 7-day window, warranty terms apply.

    8. Processing Time

    Replacement processing takes:

    – 24–72 hours after we receive and inspect the item
    – Delivery timeline depends on customer location

     

    Call us :

    +254 706 309 651

    Mail us :

    support@haitchstore.com

    Open time :

    Monday – Saturday: 8:00 AM – 5:00 PM Sunday: Closed

    WhatsApp us