Returns & Refunds

Personalized & Custom Items

Because personalized items (engraved names, custom messages, printed photos, made-to-order gift boxes, etc.) are made specifically for you, they cannot be resold and are not eligible for return or refund unless the item arrives damaged, defective, or different from what you ordered.

Non-Personalized Items

For items that are not personalized, you may request a return within 7 days of delivery, provided the item is unused, undamaged, and in its original packaging.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, contact us within 48 hours of delivery with your order number and photos of the item. We will arrange a replacement, exchange, or refund at no extra cost to you.

How to Request a Return

1. Reach us via our Contact page, WhatsApp/call on +254 769 112 555, or email info@inmywords.co.ke.
2. Share your order number (from your confirmation email/page) and describe the issue, with photos if the item is damaged or incorrect.
3. We'll confirm next steps — a replacement, exchange, or refund to your original payment method.

Refund Timelines

Approved refunds are issued to your original payment method and typically reflect within 5–10 business days, depending on your bank or mobile money provider.