Product Return & Exchange Policy
Effective Date: 29 August 2026
At Psychologist Rechael Mbugwa & Associates, we are committed to providing quality products and a positive customer experience. This Product Return & Exchange Policy applies to physical products purchased through our website, including books, journals, workbooks, and other physical resources that we may offer.
1. Returns for Defective or Damaged Products
We accept returns of physical products that are received in a defective, damaged, or materially different condition from the product ordered.
Examples may include:
- A book with significant printing or binding defects.
- A book or other product that is damaged before or during delivery.
- A product with missing or substantially damaged pages.
- A product that is materially different from the item ordered.
Where a product is confirmed to be defective or damaged, we will arrange an exchange for the same product, subject to availability.
2. Condition of the Product
To qualify for an exchange, the returned product should be in substantially the same condition in which it was received, except where the defect or damage itself affects its condition.
Customers should not attempt to repair, alter or otherwise modify a defective product before contacting us.
3. Time Limit for Reporting a Defect
Customers should inspect their order upon receipt and contact us within 7 days of delivery if the product is defective, damaged, or materially different from what was ordered.
To enable us to assess the issue, please provide:
- Your name and contact details.
- Order number or proof of purchase.
- Name of the product.
- A brief description of the defect or damage.
- Clear photographs of the product and the defect or damage, where applicable.
We may request additional information where reasonably necessary to assess the return.
4. Exchange Process
Once we receive the return request, we will review the reported defect or damage.
If the product qualifies for an exchange:
- We will confirm the return.
- The defective product will be returned to us as instructed.
- We will arrange an exchange for the same product, subject to availability.
- Where the same product is unavailable, we will contact the customer to discuss an appropriate alternative or other available remedy.
5. Return and Delivery Costs
Where a product is confirmed to have been defective, damaged before delivery, or materially different from the product ordered, Psychologist Rechael Mbugwa & Associates will make reasonable arrangements for the return and replacement of the affected product.
Where the return is not related to a defect, damage, or an error in the order, return or delivery costs may be the responsibility of the customer.
6. Change of Mind
We do not generally accept returns or exchanges simply because a customer has changed their mind after receiving a correctly supplied product.
For example, a customer who receives the correct book in good condition but subsequently decides that they no longer want the book would not ordinarily qualify for an exchange under this policy.
This does not limit any rights a customer may have under applicable consumer-protection law.
7. Incorrect Products
If we send you a product that is different from the product you ordered, please contact us as soon as possible.
We will review the order and, where the error is confirmed, arrange for the correct product to be supplied and provide instructions for returning the incorrect item.
8. Products That Cannot Be Returned for Hygiene or Other Valid Reasons
Where applicable, certain products may not be eligible for return once opened or used because of hygiene, health, copyright, or other legitimate considerations.
Any such restriction will be clearly communicated on the relevant product page before purchase and will not affect rights relating to defective or incorrectly supplied goods.
9. Refunds
Our standard remedy for a confirmed defective physical product is exchange for the same product, subject to availability.
Where an exchange is not reasonably possible, we will discuss an appropriate alternative remedy with the customer, including any refund that may be applicable under the circumstances and applicable law.
10. Contact Us
For questions regarding a return or exchange, please contact us:
Psychologist Rechael Mbugwa & Associates
Phone: +254 728 284187
Email: info@psychologistrechaelmbugwa.com
Website: psychologistrechaelmbugwa.com
When contacting us about a return, please include your order number and details of the product concerned.
11. Policy and Consumer Rights
This policy is intended to provide a clear and straightforward process for product returns and exchanges. It does not exclude or restrict any mandatory consumer rights or remedies available under applicable Kenyan law.
We reserve the right to review individual return requests based on the circumstances of each case and applicable law.