Refund & Return Policy

1. Return window

You may request an exchange or refund within 7 days of receiving your order. To start a return, message us on WhatsApp at 0711 266 409 with your name, order details and reason for return.

2. Eligibility

• Items must be unworn, unwashed and in their original condition.
• Tags (where applicable) must be attached.
• Proof of purchase (M-Pesa confirmation or WhatsApp order) is required.

3. Non-returnable items

• Custom-made or custom-sized boots, hats and leatherwork.
• Sale, clearance and promotional items.
• Event décor and hire items already used at an event.
• Innerwear and items marked "final sale".

4. Exchanges

Wrong size or colour? We'll gladly exchange for another size or a different item of equal value, subject to availability. Delivery fees for the return leg and the new delivery are payable by the buyer.

5. Refunds

Approved refunds are processed via M-Pesa to the number that originally paid, within 7 business days of us receiving the returned item and confirming its condition. M-Pesa transaction fees and delivery fees are non-refundable.

6. Damaged or wrong items

If your order arrives damaged, defective or is not what you ordered, contact us within 48 hours of delivery with photos. We'll arrange a replacement or a full refund (including delivery) at our cost.

7. How to return

1. Message 0711 266 409 on WhatsApp to open a return request.
2. We'll confirm the return and share the drop-off / pickup instructions.
3. Send the item back within 3 days of approval.
4. Once inspected, we'll process your refund or dispatch the exchange.

Questions? Call 0711 266 409 or email cowboyscowgirls19@gmail.com.