Delivery methods
The current checkout supports standard delivery, express delivery and pickup. Standard delivery is priced at KES 650, express delivery at KES 1,200, and pickup is free before other applicable pricing rules. Shipping may also become free under a valid promotion or when the implemented order-value threshold is met.
Pay on Delivery
Pay on Delivery is currently restricted by the checkout workflow to Nairobi. A COD order cannot be marked delivered by fulfillment staff unless cash collection is explicitly confirmed.
Requesting a return
Authenticated customers can request a return from the customer returns page for an eligible delivered order and item. The request records the item, quantity, reason and optional notes. A pending request can be cancelled while its status remains requested.
Return processing
Authorized vendor staff can approve or reject a return. Approved physical returns can be marked received, which is the point at which the operational workflow can restock the returned quantity where appropriate. Refund approval is a separate step.
Statutory rights
Nothing in this policy removes rights or remedies that apply under Kenyan consumer law. If the goods are defective, misdescribed or otherwise subject to a mandatory remedy, the applicable legal rights take priority over a narrower store policy.