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1. Returns are sent at the customers expense. The customer is allowed to exchange the product and if the product exchanged is cheaper than the initial product, the customer will be refunded the balance in full.
2. Where Shana sends a defective or a wrong item, return shipping fee will be refunded to the customer.
3. Warranty only applies to specified electronic items and specified items under product description.

If Shana made a mistake, we will always resolve the issue to your satisfaction.

1. All returns must first be approved by our Customer Service Team, if approved, you will be provided with a return form to fill with reasons for return.
2. Please use appropriate return channel, incase of package loss or damage during transit we will not be responsible in such cases.
3. For exchanges, the process will commence immediately after we confirm receipt of the returned item. The customer will be issued with a special coupon code to facilitate free shipping  and delivery. Shipping of exchanged product will take the standard shipping time of a maximum of 14 days depending with the availability of the product as per the product description.

1. Refunds will be processed immediately of confirmation by Shana of the resolution of the complaint. Shana strives to ensure customer complaints are reolved at the shortest time possible.

1. -Most of our products are made on order. The standard delivery time is between 1 to 14 working days. -Shana has designated pickup points within Nairobi CBD and doorstep delivery is offered upon customer's request. The customer has to fill his/her specific location under ‘Order note (Optional)’-Feel free to contact us on +254771608252, email us at sharonwaniz8@gmail.com  or shana@shana.co.ke