Order Cancellation:
You have the flexibility to cancel your order with Watoto Wetu until it is processed by our team. Our processing time is typically within 24-48 hours after an order is placed. Should the order enter the packaging and shipping phase, it will no longer be eligible for cancellation.
Return and Exchange Terms:
Watoto Wetu is committed to your satisfaction. If the item you received isn’t as described, we’re on hand to assist you. We facilitate free returns or exchanges within 15 days from the date you receive your order.
You are welcome to return your product for an exchange with another product, or for a refund to the original payment method.
Refunds:
Our priority is your satisfaction. Shop with confidence at Watoto Wetu, knowing we offer an absolute satisfaction guarantee to ensure your item arrives on time and matches its description.
For items tagged with “Free Return,” you can return the products within 15 calendar days from receipt, provided the item is unused, undamaged, retains its original packaging, and all safety seals and labels are intact and unharmed.
For large orders and orders shipped to overseas territories, please contact us at contact@captivmart.com to verify eligibility for our Free Return service.
Exceptions to our Return and Exchange Policy:
- Discounted or sale items are final and cannot be returned or exchanged.
- Returned items must include original tags, be in their original packaging, and show no signs of wear or use.
- Shipping and handling charges are non-refundable and will be paid by you.
Refund Requests:
Requests for refunds must be made within 15 calendar days following the delivery of your order or by the end of the package receipt confirmation period listed in your order details. After 15 days, please reach out to Watoto Wetu Customer Service to discuss the best course of action.
How to Return or Exchange an Item:
- Log in to our website with your account. If you do not have one, you will need to create an account.
- Select the products you wish to return or exchange from your order. Take a photograph of the received item(s) and note the order number, purchase date, and reason for return.
- Send the above information, along with any other necessary details, to https://contact@captivemart.com/contact-us/ .
- Keep all products to be returned in their original packaging and labels ready for pickup or shipping.
For Non-Pickup Items: Do not return your purchase to us without our prior authorization. Please return the item(s), with original packaging and all safety seals and labels intact, to the address provided in our response email within 7 calendar days and share the tracking number once you ship the item.