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Red Rhino (Peridot Luxury Limited)
At Red Rhino, we are committed to delivering genuine, high-quality products with exceptional service. If your purchase does not meet expectations, this policy outlines when returns, replacements, or refunds may be approved.
1. Eligibility for Returns or Replacement
A return or replacement will be approved under the following circumstances:
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The wrong item was delivered (different from the confirmed order).
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The product arrived with missing accessories or components.
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The item is faulty, defective, or dead on arrival.
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There is a verifiable manufacturing defect affecting functionality or quality.
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The product was damaged in transit, provided the damage was not caused by mishandling after delivery.
All claims are subject to inspection and approval by Red Rhino.
2. Return Conditions (Applicable to All Approved Returns)
To qualify for a return:
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The request must be made within 7 calendar days from the date of delivery.
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The item must be unused, unopened, and in original resalable condition.
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Original packaging, seals, manuals, accessories, and promotional items must be intact.
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Proof of purchase (Red Rhino receipt or delivery note) is required.
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Products bundled under promotional offers (e.g., Buy One Get One Free) must be returned in full.
Red Rhino reserves the right to decline returns that do not meet the above conditions.
3. Change of Mind Returns
We understand that preferences may change after purchase.
If you wish to return an item due to a change of mind:
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The return must be initiated within 7 calendar days of delivery.
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The product must remain factory sealed, unopened, and unused.
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The item must be in a condition suitable for immediate resale.
Refund Method:
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Refunds for change-of-mind returns will be issued as store credit by default, valid for future purchases.
Transaction Charges:
If a monetary refund is exceptionally approved instead of store credit:
All third-party transaction costs will be deducted from the refund amount.
This includes but is not limited to:
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Card processing fees
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Mobile money charges
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Payment gateway fees
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Bank transfer costs
Original delivery fees are non-refundable.
If the order benefited from free delivery, the actual delivery cost incurred will be deducted.
4. Non-Returnable Items (Hygiene, Safety & Product Integrity)
For health protection, product authenticity, and quality assurance reasons, the following items are strictly non-returnable and non-refundable once sold, unless proven to be defective at the time of delivery:
Hygiene-Sensitive Products
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Breastfeeding and bottle-feeding products
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Feeding bottles, teats, sterilization accessories, bibs
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Personal grooming devices such as shavers, clippers, epilators, and body groomers
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Beauty and personal care items
Medical & Wellness Products
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Orthopaedic assistance products including supports, braces, posture correctors, mobility aids, and related wellness devices
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Hosiery items, including compression stockings and support wear
Fragrances
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Perfumes and fragrance products are non-returnable due to the risk of tampering and product contamination.
(Exception: Returns will only be accepted if the product is delivered damaged, leaking, or verified as defective upon delivery.)
Other Non-Returnable Categories
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Perishable goods (food, flowers, etc.)
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Intimate or sanitary goods
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Hazardous materials
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Flammable liquids or gases
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Newspapers and magazines
Customers are advised to review product specifications carefully before completing their purchase.
5. Inspection & Replacement Process
For approved replacements:
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Red Rhino will arrange collection of the item.
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The product will undergo technical inspection.
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Once verified, a replacement will be dispatched at no additional delivery cost to the customer.
If inspection reveals misuse, accidental damage, or unauthorized repair attempts, the return may be declined.
6. Late Claims
No return, replacement, or refund claims will be accepted after 7 calendar days from delivery.
7. Warranty
Products supplied by Red Rhino may include manufacturer warranties.
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Warranty terms are defined by the respective brand and are typically included inside the product packaging.
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Warranty coverage, duration, and service locations vary by manufacturer.
Important:
Some brands may not offer local warranty support in Kenya. In such cases, customers may be required to contact the manufacturer directly through their official service channels.
Red Rhino will provide reasonable guidance where possible but is not liable for manufacturer warranty limitations.
8. Contact Us
For return requests or assistance:
Our team is committed to resolving issues promptly and professionally.
To request a replacement – kindly fill online form