Effective Date: 01/11/2024
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At Back, we want you to be fully satisfied with your purchase. If you are not completely happy with your order, we offer a simple return and refund policy. Please review the details below to understand our process and requirements.
 
1. Returns
Eligibility:
Items must be returned within 5 days (including weekends) of the delivery date to be eligible for a refund.
Products must be unused, in original condition, and in original packaging with all tags attached.
Certain items, such as custom or sale items, may not be eligible for returns.
Return Process:
Contact Us: Begin by contacting our customer support team at +254712991593 with your order number and the reason for your return.
Return Authorization: Once your return request is approved, you will receive a return authorization and detailed instructions for shipping the item back.
Shipping Costs: We are responsible for return shipping costs, of items that are damaged or defective upon arrival. Customers are responsible for return shipping costs for other return reasons.
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2. Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same item, please contact us at +254712991593. Once approved, we will provide instructions for the exchange process.
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3. Refunds
Processing Time:
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed, and a credit will automatically be applied to your original payment method within 3 days.
 
Partial Refunds:
In certain cases, only partial refunds may be granted, such as:
Items that are not in original condition, damaged, or missing parts for reasons not due to our error.
Items returned more than 5 days after delivery.
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4.⁠ ⁠Repairs

We are committed to the quality and durability of our products. If your item requires repair due to a manufacturing defect within 6 months of purchase, we will repair it free of charge. Proof of purchase is required for all repair requests.

For repairs needed outside the warranty period or for damage not covered under manufacturing defects, we offer affordable repair services at a reasonable cost. Please contact our customer service team for further assistance.

5. Non-Refundable Items
Please note that certain types of items cannot be refunded, including:
Gift cards
Final sale items
Customized or personalized items
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6. Late or Missing Refunds
If you haven’t received a refund within the expected time frame, please contact us at backlc.ltd@gmail.com or +254712991593.
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7. Contact Us
If you have any questions about our refund policy, feel free to reach out:
Email: backlc.ltd@gmail.com
Phone: +254712991593