Support Policy Page

At Adenzo Comfies Limited, we are committed to providing quality baby products and a seamless shopping experience for every customer.

CLIENT SUPPORT POLICY
Scope of Support: 

• We are happy to assist you with:
•  Product information, sizing, and usage guidance.
•  Order placement and payment assistance.
• Delivery tracking and status updates.
• Returns, exchanges, and warranty claims. 
•  Reporting defective or damaged items.
• General feedback and complaints.

 Support Channels

• Email: adenzocomfies1@gmail.com
•  Phone / WhatsApp: +254 743 190 290/ /+254 728 999 111
• In-Store:

Broadwalk Mall, 2nd Floor, Ojijo Road, Nairobi, Kenya

Village Market, New Wing, 1st Floor, Nairobi, Kenya

• Social Media: Facebook (Adenzo Comfies) & Instagram (adenzo_comfiess), X-Formerly Twitter (@adenzoLtd)

 

 Support Hours

• Monday – Wednesday: 9:00 AM – 5:00 PM

• Thursday - 9:00 AM - 6:00PM

• Friday– Saturday: 9:00 AM – 7:00 PM

• Sunday - 11:00AM - 6:00PM

• Public Holidays: Open

Response Times

• Phone/WhatsApp: Immediate to during business hours.

• Email: Within 24hours hours on business days.

• Social Media DMs: Within 12 hours on business days.

Customer Responsibilities

• Provide proof of purchase for returns, exchanges.

• Share clear photos/videos when reporting damaged or defective products.

• Provide accurate contact and delivery details.

• Follow product care instructions provided at purchase.

  Resolution Process

• Acknowledge – We confirm receipt of your request within stated response times.

• Assess – We review your concern, verify purchase details, and request additional info if needed.

• Resolve – We provide a solution (replacement, store credit, technical guidance, etc.).

• Follow-Up – We check in to confirm your issue is resolved.