Return & Refund Policy

Our Freshness Guarantee

We stand behind the quality of our products. All fruits are:

• Handpicked at peak ripeness from our Makueni orchard
• Carefully inspected for quality before packaging
• Packaged to protect freshness during delivery
• Delivered promptly to ensure optimal freshness

Eligibility for Returns

You may be eligible for a return or refund if:

• You received damaged or spoiled fruit upon delivery
• The products delivered do not match your order
• The quantity delivered is incorrect
• You discover quality issues within 12 hours of delivery

How to Request a Return

If you receive products that don't meet our quality standards, please follow these steps:

1. Contact us immediately - Reach out within 24 hours of delivery via WhatsApp (0721 359 858) or email (orders@syatuorchards.co.ke)
2. Provide details - Share your order number and a brief description of the issue
3. Send photos - If applicable, send clear photos of the product showing the quality concern
4. Await response - Our team will review your request and respond within 24 hours with a solution

Refund Options

Once your return request is approved, you can choose from the following options:

• Full Refund - We will process a full refund to your original payment method within 3-5 business days
• Replacement - We'll send you a replacement product at no additional cost
• Store Credit - Receive credit toward your next purchase with Syatu Orchards

Non-Returnable Items

Due to the perishable nature of fresh produce, we cannot accept returns in the following cases:

• Products that have been consumed or partially used
• Quality issues reported more than 12 hours after delivery
• Damage caused by improper storage after delivery
• Products ordered with specific customization that met the agreed specifications
• Natural variations in size, color, or appearance that don't affect quality

Delivery Issues

If you experience any of the following delivery issues, please contact us immediately:

• Non-delivery - If your order doesn't arrive within the estimated timeframe
• Wrong address - If the order was delivered to an incorrect location due to our error
• Missing items - If parts of your order are missing

We will work with you to resolve the issue promptly, either through redelivery or a full refund.

Bulk Order Returns

For bulk orders (50kg or more), special return terms may apply. Please contact our team directly to discuss any quality concerns with bulk purchases. We are committed to ensuring your satisfaction regardless of order size.

Processing Time

Once we receive and approve your return request:

• Refunds are processed within 3-5 business days
• Replacements are shipped within 24-48 hours
• You will receive confirmation once the refund or replacement has been processed