Refund policy

Refund & Exchange Policy

Exchange Policy We have a 48-hour exchange policy, which means you have 48 hours after receiving your item to request an exchange. We do not offer cash refunds; eligible returns will be processed as a direct exchange or Store Credit.

To be eligible for an exchange, your item must be in the same condition that you received it:

  • Unused and unworn.

  • In its original packaging.

  • Accompanied by the receipt or proof of purchase.

To start an exchange, you can contact us at support@shopbouchic.com. You may return items to either of our physical locations:

1. Adlife Plaza Mezzanine Floor, Nairobi

2. HH Towers 10th Floor, Nairobi

Important: Customers are responsible for the delivery/courier costs associated with returning the item for an exchange, unless the item was defective upon arrival.

Damages and Issues (Defective Items) Please inspect your order immediately upon reception. If an item has a manufacturing defect, it must be reported within 24 hours of delivery.

  • You must provide photo or video proof of the defect to support@shopbouchic.com.

  • Defects caused by misuse, water damage, normal wear & tear, or mishandling are not eligible for return or exchange.

Exceptions / Non-returnable items Certain types of items cannot be returned or exchanged. These include:

  • Final Sale items: Sale, promotional, or clearance items.

  • Gift Vouchers.

  • Custom products: Items that have been altered, customized, or resized.

  • Compromised items: Items showing signs of wear, damage, or tampering by the customer.

Refunds & Store Credit Strictly no cash refunds. Once your return is received and inspected, we will notify you if the exchange was approved.

  • If a suitable replacement is available, we will ship the exchange to you.

  • If no suitable replacement is available, you will receive Store Credit equal to the purchase value.

Gift Voucher Policy

  • Physical vouchers contain a unique verification code required for redemption.

  • Vouchers are treated as cash value. Lost, damaged, or misplaced vouchers cannot be replaced or redeemed without the physical code.

  • Vouchers are valid for 6 months from the purchase date.

  • Vouchers cannot be exchanged for cash.