Exchange & Refund Policy

1. Definitions & Interpretation

To eliminate ambiguity, the following terms apply strictly throughout this policy and all transactions with our brand:

  • “Comrades” (referred to as “we”, “us”, or “our”): Refers to Comrades Digital Mall, its brand entities, authorized directors, personnel, and official digital commerce platforms operating via comrades.co.ke.
  • “Client” (referred to as “you”, “buyer”, or “purchaser”): Refers to any individual, representative, or legal entity making an inquiry, placing an order, or completing a financial transaction with Comrades.
  • “Acquisition” (or “Order”, “Goods”, “Item”): Refers to any fine horology timepiece, high-spec computing hardware, sartorial apparel, footwear, or accessory listed, sold, or delivered by Comrades.
  • “Delivery” (or “Receipt”, “Handover”): The exact moment the Client or their designated representative takes physical possession of the Acquisition, or when a third-party courier logs successful drop-off at the provided address.
  • “Pragmatic Inspection”: The immediate, pre-acceptance review conducted by the Client at or prior to handover to verify physical condition, model specifications, and satisfaction before final completion.

2. Finality of Sale & Absolute No-Refund Rule

Comrades operates on a strict policy of finality. We curate high-value, authentic computing, horology, and sartorial pieces intended for discerning clients who appreciate true quality. To protect the integrity of our gallery and safeguard our inventory against misuse, we do not offer monetary refunds under any circumstances.

  • No Refunds: All sales completed through comrades.co.ke or via our direct sales lines are final. Payments made are non-refundable.
  • Pre-Purchase Due Diligence: It is the sole responsibility of the Buyer to verify dimensions, technical specifications, sartorial sizing, and product suitability before completing a transaction. Our client advisors are available to provide comprehensive details, media, and technical breakdowns prior to transaction completion.
  • Duty of Inspection Upon Handover: Clients are required to conduct a Pragmatic Inspection upon Delivery. Accepting physical possession or signing for handover confirms that the Acquisition meets all client standards and specifications.

3. Discretionary Exchanges

Exchanges are not automatic and are evaluated strictly on a case-by-case basis under extraordinary circumstances at our sole discretion.

  • Mandatory Window: Any formal request for an exchange must be submitted in writing within 24 hours of the initial Delivery timestamp. Requests submitted after this window are strictly void.
  • Condition Requirements: An exchange will only be reviewed if the Acquisition remains in original, pristine, and resalable condition, unworn, unused, unaltered, and with all original protective films, security tags, certificates of authenticity, packaging boxes, and accessories completely intact.
  • Absolute Exclusions: Customized items, activated computing hardware, altered garments, and items showing any signs of handling or wear are strictly ineligible for exchange.

4. Logistical Responsibilities & Allocation of Costs

  • Client Liability: In any approved exchange scenario, the Client shall bear the full cost of transit, return delivery, and courier logistics required to return the Acquisition to our facility and dispatch any replacement.
  • Risk of Loss: The Client retains full risk of loss, damage, or theft during return transit. Comrades assumes no responsibility for items damaged or lost prior to official receipt and physical verification by our quality control specialists.

5. Terms Acceptance & Legal Binding

Completing a payment, confirming an Acquisition, or taking physical Delivery of goods from Comrades constitutes explicit, informed, and legally binding acceptance of this Exchange & Refund Policy, overriding any default change-of-mind claims or external dispute requests.

6. Policy Inquiries & Pre-Purchase Support

For technical consultations or pre-purchase assessments prior to acquiring an item, contact our client desk directly:

  • Private Line: 0733 141 000
  • Direct Email: support@comrades.co.ke
  • Client Desk Hours: Monday – Saturday | 8:00 AM – 6:00 PM EAT