Refund Policy – The Fly Factory

At The Fly Factory, we are committed to providing high-quality fishing flies and excellent customer service. If you are not completely satisfied with your purchase, we offer a hassle-free refund and return policy to ensure customer satisfaction.

1. Eligibility for Refunds

You may request a refund or exchange under the following conditions:

• You received the wrong item or an item different from what was ordered.
• The product is damaged or defective upon arrival.
• Your order did not arrive within the estimated delivery timeframe.
• Refund requests must be made within 7 days of receiving your order.

2. Non-Refundable Items

We do not offer refunds for:

• Used or damaged products not due to our error.
• Custom or personalized fishing flies.
• Orders placed incorrectly by the customer.

3. How to Request a Refund

To initiate a refund or exchange, please follow these steps:

1. Contact Us via email at sales@theflyfactory.co.ke or call +254728532686 within 7 days of receiving your order.
2. Provide your order number, proof of purchase, and photos of the issue (if applicable).
3. Our team will review your request and respond within 2 business days with the next steps.

4. Refund Processing

• If your refund is approved, the amount will be credited to your original payment method within 5-7 business days.
• If an exchange is requested, we will ship a replacement product at no extra cost.
• Shipping costs for returning items may be the responsibility of the customer, unless the return is due to our error.

5. Late or Missing Refunds

If you haven’t received your refund within the stated timeframe:

• Check your bank or payment provider as processing times may vary.
• Contact us for further assistance.

For any further inquiries, please reach out to our customer support team, and we’ll be happy to assist you.

Email: sales@theflyfactory.co.ke
hone: +254728532686

Thank you for shopping with The Fly Factory – we value your trust and strive for your satisfaction! ????