Shipping and Refunds Policy

This page describes our policy on shipping and refunds for all products purchased through this website. We strive to maintain excellent customer service and satisfaction, including a guarantee of every product as it’s described on this website. Contact us with any queries that are not addressed below.

Shipping

We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.

Goods to Nairobi will be shipped within 24 hours after receipt and clearance and up to 48hours to the rest of Kenya.

Working hours are on weekdays 0900hrs to 1800hrs Monday to Saturday and closed on Sundays and public holidays.

Note that the shipping times are estimates and not guaranteed. The timelines may be affected by natural occurrences e.g excessive rain, man-made events e.g violence or calendar events e.g back to school rush. In the event of any of these events, we will advise the client accordingly.

Shipping times can be affected by factors over which we have no control, including incorrect delivery addresses, weather, courier and customs delays and Post Office delivery restrictions.

We are not responsible for receiving and processing an order with an incorrect shipping address. Please check your shipping address for accuracy. Please allow for additional time for all out-of-town and international orders. We have no control over certain delays like customs delays.

Local customs and immigration agencies determine any duties or taxes that may be levied against packages arriving from outside the destination country. These additional fees are the responsibility of the recipient.

We cannot be held responsible for any costs incurred by the purchaser or recipient of orders due to shipment failure or late delivery.

A split order will not be considered a single consignment and may be treated as a multiple order, hence attracting additional courier charges.

We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.

Refunds

You’re eligible for a refund within 7 days, if you’re dissatisfied with your purchase due to an error on our part or if the product doesn’t arrive.

1. Incorrect Product / Not As Described / Damaged

You are eligible for a full refund of the purchase price, including original shipping costs, only if your return is a result of an error on our part. To receive a refund, you must return your item directly to us within 24hrs of the estimated delivery date and in the same condition you received it in.

2. Product Did Not Arrive

You are eligible for a full refund of the purchase price, including shipping costs, if your product hasn’t arrived 30 days past the estimated delivery date. If the shipper/courier provides tracking information indicating the book has arrived, the return is void.

In cases where the product is returned to us for the following reasons, the refund price includes only the product price: incomplete address, unclaimed, returned to sender, or similar.

3. Other Terms & Conditions

Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.

The item is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods.

Delivery charges are only refundable where goods are faulty and a refund is made.

The cost of returning the item to us is your responsibility.

There are no refunds on items damaged during shipping. In that case, you must file a claim with the carrier.

Orders that are paid for with a credit card and returned will be assessed a KSh 100 as a processing fee.

We do not refund shipping costs MPesa or credit card fees. They will be deducted from the total amount of your refund.

We currently do not support cash on delivery. Full payment must be made in advance either via mobile money transfer, card payment or bank payment.

In case of a refund, either partial or full, the transaction fees incurred by us will be deducted from the refund amount.

The client has an obligation to respond to any communication either written or oral in order to facilitate delivery.

For international orders (outside Kenya), the client must contact us before making an order for a shipping fee estimate.