Refund policy

1. Overview

This refund policy works alongside our returns and exchanges policy, which explains whether an item can be returned in the first place. Once a return is accepted, this policy explains how and when you get your money back. It applies to purchases made on this website, by WhatsApp and in our Nairobi store, unless a different arrangement has been agreed in writing for wholesale orders.

Nothing in this policy removes the rights you have under the Consumer Protection Act, 2012, including the right to a remedy where goods are faulty, not as described or not fit for purpose.

2. When we issue a refund

We will refund you in full, including any delivery fee you paid, when:

• an item arrives faulty or damaged;
• we sent the wrong item, size or colour;
• an item is materially different from its description on the website;
• we cancel your order because an item is out of stock or because of a pricing error;
• you cancel an order before it is dispatched, in line with our terms and conditions.

We will refund the price of the item, subject to the conditions in our returns policy, when you change your mind and return an eligible item within the return window. In that case the original delivery fee [Confirm: is or is not] refunded and return shipping [Confirm: is or is not] deducted from the refund.

3. How refunds are paid

Wherever possible we refund to the payment method you used originally.

• M-Pesa. Refunded to the M-Pesa number that made the payment.
• Card payments via Shopify or Payhip. Refunded through the same provider to the card used. The time it takes to appear on your statement depends on your bank and card issuer.
• Pay on delivery. Refunded by M-Pesa to the phone number on the order, or by [Confirm: alternative method] if you prefer.
• Bank transfer (wholesale). Refunded to the account the payment came from.
• Store credit. If you prefer, we can issue store credit instead of a refund. [Confirm: whether store credit is offered and its validity period].

For security, we do not refund to a different person or to a payment method that was not used for the original purchase, except where the original method is no longer available.

4. How long refunds take

• Refunds for cancelled, unshipped orders are processed within [Confirm: number of days] of cancellation.
• Refunds for returned items are processed within [Confirm: number of days] after the item reaches us and passes inspection.
• Once processed, M-Pesa refunds usually arrive quickly. Card refunds may take additional days to appear depending on your bank. We will send you confirmation when the refund has been issued.

5. Partial refunds and deductions

We may issue a partial refund where a returned item shows signs of wear, is missing tags or packaging, or is returned outside the return window at our discretion. We will tell you the reason for any deduction before processing the refund.

6. Sale and clearance items

Items bought at a reduced price are covered by this policy in the same way as full-price items where they are faulty, damaged or not as described. For change-of-mind returns of sale items, [Confirm: whether refunds, exchanges only, or no returns apply].

7. Promotional discounts, referral rewards and affiliate commission

If you used a discount code or referral reward on an order that is later refunded, we refund the amount you actually paid. Referral rewards and affiliate commission linked to a refunded order are reversed in line with the rules of those programmes.

8. Wholesale orders

Refunds for wholesale orders are governed by our wholesale terms, which may provide for replacement or credit notes rather than cash refunds. [Confirm: wholesale refund approach].

9. How to request a refund

1. Contact us with your order number and the reason for the refund. For damaged or incorrect items, please include photos.
2. If an item needs to come back to us, we will explain the return options described in our returns and exchanges policy.
3. We inspect the item, confirm the outcome and process the refund to your original payment method.

• Email: contact details to be confirmed
• Phone and WhatsApp: contact details to be confirmed
• Online: contact page

10. Changes to this policy

We may update this policy from time to time. The version in force when you placed your order applies to that order.