Refund policy
JDHAA RETURNS, REFUNDS & EXCHANGES POLICY
Our Commitment
At JDHAA | home_254 and active.254, we are committed to ensuring customer satisfaction. We want you to love what you ordered and, if something is not right, let us know.
Every garment is Made to Order, crafted specifically for you at the time of purchase. This means we do not accept returns based on change of mind. However, where a product carries a manufacturing defect, production error, or quality issue attributable to JDHAA, we take full responsibility and will make it right.
This policy applies to all purchases made through:
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home_254 – homeapparel254.com and flagship store
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active.254 – active-254.com and flagship store
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Any authorised JDHAA B2B, diaspora gifting, or partnership channel
Need to Return or Exchange Something?
Visit the RETURNS & EXCHANGE FORM on homeapparel254.com.
Have your order number (#XXXXX) and the phone number or email used at purchase ready.
Our Sales and Customer Experience team is available:
Monday-Friday: 10AM-7PM EAT
Saturday: 10AM-6PM EAT
You can also contact us via:
home_254: returns@homeapparel254.com
active.254: returns@active-254.com
Website chatbot
1. Quick Policy Guide
|
Request Type |
Accepted? |
Window |
Remedy / Fee |
|---|---|---|---|
|
Manufacturing defect / JDHAA error |
Yes |
3 Calendar days |
Replacement / Repair / Store Credit - No Fee |
|
Wrong apparel delivered |
Yes |
Within 48 hours of delivery |
Replacement |
|
Transit damage |
Yes |
24 hours |
Replacement / Repair / Store Credit |
|
Domestic refund request |
Yes |
1-2 days of delivery |
Refund less 10% returns fee if error is on client |
|
Instant exchange |
Yes |
1-2 days of delivery |
10% handling fee on order value |
|
Instant exchange |
Yes |
1-2 days of delivery |
7% handling fee on order value |
|
Size / Colour exchange |
Yes |
1-2 days of purchase |
Subject to stock availability - 10% Handling fee |
|
Order cancellation (pre-production, within 12 hrs) |
Yes |
12 hrs of order |
Full refund - No fee |
|
Order cancellation (production started) |
Partial |
Before shipment |
Refund less 15% processing fee |
|
International return |
Case by case |
Contact CX |
Customer pays all shipping charges |
|
Change of mind / customer measurement error |
No |
— |
Not eligible |
|
Non-returnable items |
No |
— |
Not eligible |
2. Returns
2.1 When Can You Return an Item?
Since JDHAA operates on a Made-to-Order model, returns are governed strictly to maintain transparency and fairness.
Returns are accepted on the following grounds:
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Manufacturing defect or production error attributable to JDHAA
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Wrong item delivered
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Garment dimensions deviate materially from customer-approved measurements due to JDHAA error
-
Print or embroidery error not matching the approved order confirmation
-
Damage incurred during transit, evidenced at delivery
-
Size or colour change requests within the 2-day exchange window, subject to stock availability and relationship with client and JDHAA - see Section 6
Returns are NOT accepted for:
-
Change of mind or personal preference after order confirmation
-
Incorrect measurements or size information provided by the customer
-
Minor colour variations within the 5-8% tolerance between digital representation and physical product
-
Damage caused by improper washing, care, or handling contrary to the care label
-
Items purchased and collected in-store, unless a JDHAA manufacturing defect is identified at point of collection
2.2 Requirements for All Returns
For any return or exchange to be accepted, ALL of the following conditions must be met:
|
Requirement |
Detail |
|---|---|
|
Original Condition |
Unworn, unwashed, no signs of use or tampering |
|
Label Tags |
All original tags must be attached - not removed, tampered with, or reattached |
|
Original Packaging |
Item must be returned in its original packaging |
|
Proof of Purchase |
Valid receipt or Order number must be provided |
|
Return Authorisation |
Customer must contact Customer Experience and receive written authorisation before returning any item |
|
Reporting Window |
Request must be raised within the applicable window |
|
No Exceptions Policy |
Our returns department has the right to deny any return that does not meet all of the above conditions |
In the case that a return is denied, no credit or exchange will be issued and the customer will be asked to cover the return shipping fee.
2.3 Reporting Windows
|
Issue Type |
Reporting Window |
|---|---|
|
Manufacturing defect / production / measurement error |
Within 2 calendar days of delivery or collection |
|
Wrong item delivered |
Within 24 hours of delivery |
|
Transit damage |
Within 24 hours of delivery - photographic evidence required |
|
Domestic refund or instant exchange request |
Within 1-2 days of receiving your order |
|
Size / colour exchange |
Within 2 days of purchase (in-store order) or delivery (online) |
|
Customer has travelled or is temporarily unable to return within window |
Contact Customer Experience immediately. Communication is essential; exceptions may be granted at JDHAA's discretion |
2.4 Return Fees & Charges
|
Scenario |
Fee / Charge |
|---|---|
|
JDHAA defect or production error |
No fee to the client - JDHAA covers all associated costs including return shipping |
|
Standard domestic refund |
10% returns fee deducted from the refund amount |
|
Instant exchange filed and returned within 24 hours |
10% of order value handling fee |
|
Instant exchange filed and returned within 72 hours |
7% of order value handling fee |
|
Late return of instant exchange item |
Additional 1% charge per day of delay |
|
Return arising from inaccurate customer information or refusal of sales rep advice |
30% charge on the individual item value |
|
Restocking fee |
3% deducted from total refund or credit |
|
Customer-arranged return shipping |
Non-refundable and borne by the customer, except JDHAA-confirmed defects |
|
Standard return processing |
72-hour standard timeline from receipt of item; expedited processing available at additional charges |
3. How to Return an Item
Returns may be made through the following channels:
In-store
Drop off at:
College House, University Way, Nairobi
CBD Drop-off Point
Drop to our store location. See the store locator at homeapparel254.com/pages/store-locator.
Pick-up Service
May be arranged by JDHAA and may incur a cost unless the return is due to a confirmed JDHAA defect.
Domestic Parcels
Kevin Jura
+254 731 053 076
Nairobi
The exact return instructions will be communicated by Customer Experience.
International / Diaspora
JDHAA is developing a full international returns programme. Currently, international returns are accepted only where the customer covers all shipping charges.
For all postal or courier returns, include the packing slip and proof of purchase inside the parcel.
4. Refunds
4.1 When Are Refunds Available?
Refunds are available in the following circumstances:
-
Confirmed JDHAA manufacturing defect or production error where replacement is not possible or preferred
-
Wrong item delivered and replacement is not available
-
Valid domestic refund request submitted within 1-2 days of receiving the order
-
Order cancelled within 12 hours of placement before production commences
For all refund requests, the customer must provide valid proof of purchase, including a receipt or order number.
The product must be in its original condition with all tags attached.
4.2 Refund Method & Processing Time
All refunds are processed to the original payment method.
For M-Pesa payments, the refund is returned to the original M-Pesa number used at the time of purchase.
|
Refund Type |
Processing Time |
|---|---|
|
Standard refund (post-inspection) |
2-4 business days from receipt and inspection of returned item |
|
Cancellation refund (pre-production) |
2-6 business days from cancellation confirmation |
|
Store credit issuance |
Within 1 business day of approval |
Note: A 10% returns fee is deducted from all standard domestic refund amounts. No fee applies where the return is due to a confirmed JDHAA defect or error.
4.3 Order Cancellation
|
Stage at Cancellation |
Refund Available |
Fee |
|---|---|---|
|
Within 24 hours of order - and/or not yet in production or shipped |
Full refund |
None |
|
Production has commenced |
Partial refund |
15% processing fee deducted from order value |
|
Item shipped / dispatched |
Not eligible |
N/A |
To cancel an order, contact Customer Experience immediately in writing by email or WhatsApp.
Cancellations are not accepted via social media comments or phone calls.
4.4 Order Amendments
In an attempt to fulfil orders within the shortest possible time, changes to orders are limited to within 2-3 hours of placing the order.
After this window, amendments cannot be accommodated as production may have commenced.
5. Non-Returnable & Non-Exchangeable Items
JDHAA | home_254 and active.254 do NOT accept returns or exchanges for the following items under any circumstances:
|
Item Category |
Reason & Notes |
|---|---|
|
White Apparels |
Non-returnable if any stain is present. White apparel purchased in-store is strictly non-returnable in case of staining |
|
Multicoloured Hoodies (Patched & Colour-Blocked) |
Not exchangeable on the basis of patch pattern. Patch patterns vary per garment - no two look alike. If specific colour arrangement is required, a top-up of KSH 500 applies, but pattern arrangement will still differ |
|
Custom / Personalised Order Products |
Made exclusively for the customer - cannot be restocked or resold |
|
Body-Hugging Apparel |
Includes vests, leggings, biker shorts, playsuits, rompers, and bodysuits. Non-returnable for hygiene reasons. JDHAA may apply flexibility after thorough inspection on a case-by-case basis |
|
Final Sale / Black Friday / On-Sale Items |
All sale items are final - no returns, exchanges, or refunds |
|
Gift Cards |
Non-refundable and non-exchangeable |
|
Items without original tags or packaging |
Tags and original packaging are required for all return or exchange requests |
|
Worn or damaged products |
Products showing signs of use, washing, or customer-caused damage are not eligible |
Please check the product description page on homeapparel254.com or active-254.com for item-specific return eligibility before placing your order.
6. Exchanges
6.1 Exchange Eligibility
If you are not satisfied with your purchase, whether in-store or online, you may request an exchange within 2 days of the purchase date.
All exchange requests must be submitted through the RETURNS & EXCHANGE FORM on homeapparel254.com.
Conditions for Exchange
-
Item must be unworn, unwashed, and in original condition with all tags attached and original packaging
-
Exchanges are subject to stock availability. JDHAA will confirm before processing
-
Items returned from online orders are not eligible for in-store exchanges unless pre-approved by the Reverse Logistics department
-
No Return item(s) shall be eligible for in-store exchanges unless pre-approved by the Reverse Logistics department
6.2 Instant Exchange
JDHAA offers an Instant Exchange option for domestic customers who need a fast resolution.
|
Timeframe |
Handling Fee |
Late Return Penalty |
|---|---|---|
|
Exchange filed and items returned within 24 hours |
10% of order value |
+1% per day if item is not returned within 24 hrs of filing |
|
Exchange filed and items returned within 72 hours |
7% of order value |
+1% per day if item is not returned within 24 hrs of filing |
Items returned for Instant Exchange that do not meet the garment requirements in Section 2.2 will result in the customer being charged for those items.
6.3 Exchange Options
|
Scenario |
Available Options |
|---|---|
|
Requested size / colour is available |
Direct like-for-like exchange at applicable handling fee only |
|
Requested item is unavailable |
Customer may select a different item of equal value, top up to get a higher-value item, or receive JDHAA store credit |
|
Customer wants a lower-value item |
Exchange processed; difference in value issued as store credit. No cash difference paid out |
Store credit issued through exchanges is valid for 12 months from the date of issue and is redeemable on homeapparel254.com, active-254.com, and in-store.
7. Product Quality & Colour Claims
JDHAA takes quality seriously and stands behind every garment we produce.
Please note the following regarding colour and quality claims:
-
A 5-8% colour difference may occur between the actual product and digital representations on screens. This is a normal characteristic of screen-to-fabric rendering and does not constitute a defect
-
For returns or claims arising solely from colour differences within this tolerance, customers are responsible for all shipping costs, processing fees, and any other charges incurred
-
Where a colour or print error is outside this tolerance and clearly attributable to JDHAA production, it will be treated as a qualifying manufacturing defect
-
JDHAA will always inspect quality claims thoroughly and fairly
8. How to Initiate a Return, Refund or Exchange
Do not ship any item back before receiving authorisation.
Step 1: CONTACT
Contact our Sales and Experience Team for guidance.
Have your order number and proof of purchase ready.
Step 2: VERIFICATION
Our team verifies eligibility based on the guidelines in this policy.
Additional information or photographs may be requested. For defect claims, a minimum of 3 angles may be required.
Step 3: AUTHORISATION
If approved, you receive written confirmation and return instructions.
No item should be returned without a return authorisation reference.
Step 4: PRODUCT RETURN
Ship or deliver the item to the address provided.
Include the packing slip and receipt.
The item must be in original condition with tags attached.
Step 5: INSPECTION
Upon receipt, our team inspects the item within 5 hours against the return and exchange criteria.
Step 6: RESOLUTION
If the item passes inspection, the agreed remedy - replacement, repair, exchange, store credit, or refund - is processed promptly as per this policy.
Process Summary
Fill Form / Contact CX → Verification → Authorisation → Return Item → Inspection (5 hrs) → Resolution
9. B2B, Corporate & Custom Orders
For bulk orders, white-label partnerships, corporate gifting, and institutional custom orders, return and refund terms are governed by the specific agreement between JDHAA and the client.
Where no specific agreement exists, the default terms of this policy apply.
All B2B clients are strongly encouraged to request a sample or prototype run prior to full-batch production.
JDHAA will not accept returns for full batches where the client approved a sample or digital proof prior to production commencing.
10. Diaspora & International Orders
JDHAA is committed to serving the Kenyan diaspora and international customers.
Our full international returns programme is currently in development. In the interim:
-
International returns are accepted only where the customer covers all shipping charges
-
Claims must include photographic evidence and be submitted within 3 calendar days of the confirmed delivery date per courier tracking
-
JDHAA will cover return shipping on confirmed JDHAA production defects once the international returns programme launches
-
Replacement garments are subject to standard MTO lead time
-
Store credit is redeemable on homeapparel254.com and active-254.com
For all international enquiries:
11. Your Responsibilities
To ensure a smooth and fair process for all parties:
-
Review your order confirmation carefully before approving it for production. Once production begins, design or specification changes cannot be made
-
Provide accurate measurements. Use JDHAA's measurement size guide at checkout, visit the store for an in-person fitting, or check which of our models have the same body size as you
-
Inspect your garment on receipt and report issues promptly within the applicable window
-
Follow the care label attached to every JDHAA garment. Damage from improper care is not covered by this policy
-
Retain your original packaging, tags, and order confirmation until fully satisfied
-
For cancellations, act immediately. Production windows are short
-
Order amendments must be requested within 5 hours of placing the order
12. Governing Law & Policy Updates
This policy is governed by the laws of the Republic of Kenya, including the Consumer Protection Act and any applicable Kenyan legislation.
Disputes are subject to the jurisdiction of Kenyan courts.
JDHAA reserves the right to update this policy at any time. The current version is always published on homeapparel254.com and active-254.com.
Continued use of JDHAA services after an update constitutes acceptance of the revised terms.
Please understand that all measures in this policy are taken for the safety and satisfaction of our customers and JDHAA.
We will always do our best to fulfil your requests fairly and promptly.
Your feedback is important to us. If there is anything we can do to make this process easier, please reach out.
13. Contact & Support
|
Channel |
home_254 |
active.254 |
|---|---|---|
|
|
||
|
Website |
homeapparel254.com |
active-254.com |
|
In-store |
College House, University Way, Nairobi |
College House, University Way, Nairobi |
|
Hours |
Mon-Sat, 9AM-6PM EAT |
Mon-Sat, 9AM-6PM EAT |
|
Phone / WhatsApp |
+254 731 053 076 and home_254 official social channels |
Via official active.254 social channels |
Made in Kenya. Made for You.
home_254: YOU BELONG
active.254: LIVE YOUR DRIVE