Purpose of This Policy

Kente Carry is committed to delivering a premium shopping experience built on trust, transparency, and customer satisfaction. This Grievance Redressal and Customer Support Policy outlines the process for addressing customer complaints, concerns, and service-related issues in a fair, timely, and efficient manner.

This policy applies to all users, customers, and visitors of kentecarry.com 

Scope of Grievances Covered

Customers may raise complaints or support requests related to, but not limited to:

  • Product quality or defects
  • Order delays or delivery issues
  • Incorrect or missing items
  • Payment, refund, or cancellation concerns
  • Account access or technical issues
  • Website functionality or checkout errors
  • Customer service experience

Complaint Submission Process

Customers can submit grievances through the following official channel:

 Customer Support Email: info@kentecarry.com 

When submitting a complaint, customers are encouraged to include:

  • Full name
  • Registered email address or order reference number
  • Detailed description of the issue
  • Relevant supporting documents or images (if applicable)

Providing accurate and complete information helps ensure faster resolution.

Acknowledgement of Complaints

  • All complaints received will be acknowledged within 48 business hours of receipt.
  • Customers will receive a confirmation email indicating that the issue is under review.

Resolution Timeline

  • Kente Carry aims to resolve standard complaints within 7 to 14 business days, depending on the nature and complexity of the issue.
  • If additional time is required, customers will be informed of the revised resolution timeline and progress updates.

Escalation Process

If a customer is not satisfied with the initial resolution, they may escalate the issue by replying to the original support communication with additional details or concerns.

Escalated grievances will be reviewed by senior support personnel or the appropriate internal department to ensure a fair and final resolution.

Refunds, Returns, and Order-Related Issues

Grievances related to refunds, cancellations, or order settlements may be redirected to the appropriate department for faster handling. Customers may also be contacted via:

Orders & Shipping: info@kentecarry.com 

 Refunds & Settlements: info@kentecarry.com 

All refund and cancellation requests are processed in accordance with Kente Carry’s Refund and Return Policy.

Customer Responsibilities

Customers are expected to:

  • Provide accurate information during complaint submission
  • Communicate respectfully with support staff
  • Allow reasonable time for investigation and resolution

Abusive, fraudulent, or misleading complaints may be declined.

Policy Updates

Kente Carry reserves the right to modify this Grievance Redressal and Customer Support Policy at any time. Updates will be published on this page and will take effect immediately upon posting.

Contact Information

For customer support or grievance-related queries, please contact:

 Email: info@kentecarry.com