Overview – Our Refund and Returns Policy

At Galaxy Brandstore, customer satisfaction is our top priority. Our Refund and Returns Policy is designed to be simple, fair, and transparent.

We offer a 30-day return period from the date of purchase. If more than 30 days have passed since your purchase, we unfortunately cannot offer you a full refund or exchange.

To be eligible for a return, the item must be unused, in its original condition, and in its original packaging.

You must also provide a valid receipt or proof of purchase to complete your return.

Please do not send your item directly to the manufacturer under any circumstance.

Items That Can Be Returned

Products that meet the following criteria are eligible for return under our Refund and Returns Policy:

• The item must be unused and in the same condition that you received it.
• It must be returned in the original packaging.
• You must provide a valid receipt or proof of purchase.
• The return request must be made within 30 days from the date of purchase.

Non-Returnable Items

Certain products are exempt from being returned due to health, safety, or licensing reasons.

The following items are not eligible for return:

• Perishable goods such as food, flowers, and newspapers.
• Intimate or sanitary products.
• Hazardous materials, flammable liquids, or gases.
• Gift cards and downloadable software products.
• Some health and personal care items.

Partial Refund Conditions

There are situations where only partial refunds may be granted. These include:

• Books that show obvious signs of use.
• Opened CDs, DVDs, video games, or vinyl records.
• Items not in their original condition, damaged, or missing parts not due to our error.
• Returns requested after the 30-day return window has expired.

Refunds Process

After we receive your returned item, we will inspect it to determine whether it meets our Refund and Returns Policy criteria.

You will receive an email notification confirming that we have received your return.

We will then inform you whether your refund has been approved or rejected.

If your refund is approved, a credit will be applied to your original payment method.

Please note that it may take a few days for the refund to reflect, depending on your bank or payment provider.

Late or Missing Refunds

If you haven’t received your refund within the expected time:

• First, check your bank account again.
• Then, contact your credit card company to confirm posting timelines.
• Next, reach out to your bank, as some processing delays are possible.

If you’ve done all of the above and still haven’t received your refund, please contact us at info@galaxybrandstore.comfor further assistance.

Exchanges

We only replace items that are defective or damaged.

If you need to exchange a defective item for the same product, please send an email to info@galaxybrandstore.com

After email confirmation, send the product to the following return address:

Galaxy Brandstore
Location: Kimathi Street, Superior Center, Nairobi CBD
Call Us: 0712939925
Open Hours: Monday to Saturday, 8:00am to 8:00pm
Website: www.galaxybrandstore.com
Email: info@galaxybrandstore.com

Returning Gifts

If the item was marked as a gift and shipped directly to you, you will receive store credit for the value of the return.

Once the returned item is received, a gift certificate will be issued and sent to you.

If the item was not marked as a gift, or if the original purchaser had the order shipped to themselves, the refund will be processed to the gift giver.

Shipping Returns

To return your product, mail it to the following address:

Galaxy Brandstore

Location: Kimathi Street, Superior Center, Nairobi CBD
Call Us: 0712939925
Open Hours: Monday to Saturday, 8:00am to 8:00pm
Website: www.galaxybrandstore.com
Email: info@galaxybrandstore.com

You will be responsible for covering the return shipping costs. Shipping fees are non-refundable.

If you receive a refund, the cost of return shipping will be deducted from your total refund amount.

For valuable or fragile items, we recommend using a trackable shipping service or purchasing shipping insurance.

We cannot guarantee that we will receive your returned item without tracking.

Need Help?

If you have questions about our Refund and Returns Policy, we’re here to help.

You can reach us via:

Email:info@galaxybrandstore.com
Phone: 0712939925
Location: Kimathi Street, Superior Center, Nairobi CBD
Website: www.galaxybrandstore.com
Open Hours: Monday to Saturday, 8:00am to 8:00pm