Return & Refund Policy
Last Updated: September 2026
1. Introduction
This Return and Refund Policy applies to purchases made through JUJ4 (https://juj4.cepine.com) operated by Cepine Juj4, located in Juja, Kiambu, Kenya, contact email support@juj4.cepine.com and phone +254 754 866 279. This policy is designed to comply with the Kenyan Consumer Protection Act, 2012, and does not limit any statutory rights you may have under Kenyan law.
2. Your Statutory Rights
Under the Kenyan Consumer Protection Act, goods must:
- Match their description;
- Be of acceptable quality;
- Be fit for their intended purpose;
- Comply with any express warranties given.
If a product fails to meet these standards, you may be entitled to a repair, replacement, or refund. Nothing in this policy excludes or limits these rights.
report_problem3. Returns Due to Defect, Damage, or Non-Conformity
If you receive a product that is damaged in transit, defective, faulty, not as described, or unfit for purpose, you must notify us within 7 days of delivery by emailing support@juj4.cepine.com.
Please provide:
- Your order number;
- A clear description of the issue;
- Photographs or video evidence of the defect/damage.
We will review your claim and provide a remedy (full/partial refund, replacement, or repair). We will bear the cost of return shipping for defective, damaged, or non-conforming goods via prepaid label or reimbursement.
published_with_changes4. Change-of-Mind Returns
If you change your mind about a purchase, you may return the product under the following conditions:
| Condition | Details |
|---|---|
| Time Limit | Within 7 days of delivery |
| Product Condition | Unused, unwashed, in original packaging, with all tags and accessories intact |
| Product Exclusions | Excludes perishable goods, custom items, underwear, swimwear, earrings, and digital items |
| Return Shipping Cost | Paid by customer for change-of-mind returns |
| Restocking Fee | None |
To initiate, email support@juj4.cepine.com with your order number. Returns sent without prior authorization may be refused.
5. Non-Returnable Items
The following items cannot be returned unless defective or non-conforming:
- Perishable goods (food, flowers, etc.);
- Personalised or custom-made products;
- Intimate or sanitary goods (underwear, swimwear, earrings, etc.);
- Digital products, software, or downloadable content once accessed;
- Gift cards or vouchers;
- Items marked as “final sale” at the time of purchase.
6. Return Process
- Contact Us: Email support@juj4.cepine.com within 7 days of delivery with your order number and return reason.
- Receive Authorization: We will issue a Return Merchandise Authorisation (RMA) number and return address instructions.
- Package & Ship: Securely package the item with all original packaging, include the RMA number, and ship using a traceable carrier method.
- Inspection & Approval: Once received and inspected, we will notify you of approval or rejection.
7. Refunds
Approved refunds are processed to your original payment method within 7 to 14 business days after inspection:
- Mobile Money (M-Pesa / Airtel Money): Refund is credited directly to the phone number used at purchase.
- Card Payments: May take 5–10 additional business days to reflect depending on your issuing bank.
- eTIMS Compliance: We issue an electronic credit note through the KRA eTIMS system where required.
8. Exchanges
If you wish to exchange a product for a different size, colour, or variant, please contact us at support@juj4.cepine.com. Exchanges depend on real-time stock availability.
9. Incorrect or Missing Items
If you receive an incorrect item or an item is missing from your order, notify us within 48 hours of delivery. We will promptly arrange for the correct item to be dispatched or a refund issued without additional delivery costs.
pending10. Late or Missing Refunds
If you have not received an approved refund within the stated timeframe:
- Check your M-Pesa / bank statement again;
- Contact your bank or mobile operator as processing times may vary;
- Contact us at support@juj4.cepine.com with your order number and refund reference.
contacts11. Contact Information
Email: support@juj4.cepine.com
Phone: +254 754 866 279
Address: Juja, Kiambu, Kenya
Support Hours: Monday - Friday: 9am - 6pm (EAT) Saturday: 10am - 4pm
Questions regarding our return and refund process?