Order Cancellation
We understand that sometimes plans change. You may request to cancel your order under the following conditions:
1. Cancellation Before Dispatch
Orders may be cancelled before they are dispatched for delivery.
- To cancel, please contact us immediately via email, phone, or WhatsApp with your order number.
- If the order has not yet been processed or shipped, we will cancel it and issue a full refund.
- Refunds will be processed using the original payment method within 5–10 business days.
2. Cancellation After Dispatch
If your order has already been dispatched:
- The order cannot be cancelled.
- You may follow our Returns Policy once the item has been delivered, provided it meets return eligibility requirements.
3. Non-Cancellable Orders
Orders cannot be cancelled if:
- The item has already been shipped.
- The item is marked as “Final Sale” or “Non-Returnable.”
- The product has been customized or specially ordered.
4. Failed Deliveries
If delivery fails due to incorrect address details provided by the customer:
- Re-delivery charges may apply.
- If the customer chooses to cancel at this stage, original delivery fees are non-refundable.
5. Refund Processing
Approved refunds will be processed within 1-3 business days depending on your payment provider (M-Pesa, bank, or card).
