Ordering
A customer selects item(s) and creates an account, where applicable, to complete the order and make the payment of the same as per the checkout process.
Only paid orders will be processed for delivery and customer will be notified receipt of the paid order via contact information shared.
Kiuka Brands reserves the right to change the prices of the products without notifying the customer.
Customer reserves the right to cancel the order before dispatch is made. No cancellation for orders already on transit for delivery.
Delivery times
Orders paid in full are dispatched for delivery within Nairobi by motorcycle courier same day or as per specified by the customer. Free Delivery for all orders delivered within Nairobi CBD.
All other paid orders outside Nairobi will be shipped through a courier service specified by the customer. A proof of delivery of the order to the courier service provider office will be shared to customer via email and/or WhatsApp. Courier delivery time apply henceforth.
Refunds
A customer has up to 3 days to make a return request after the order has been delivered. In case of size of:
Size mismatch - we will exchange to the preferred size. All courier fees to be paid by the customer.
Product defaults – Customer receives 100% refund for your item plus shipping fees, if there is any problem with the item subject to:
Proof of purchase – the document handed over to you together with the product on delivery
Original packaging – the manufacturer's packaging and product labels must be returned with the item
Resalable condition – except in the case of wrong items and defects, all goods must be returned in an unsoiled, resalable condition.
Please inspect the item carefully upon delivery and if necessary, reject it on the spot. We do not accept return for underwear’s, and soiled products.
Once you return an item:
We will perform a careful quality check
If the claim is valid, we will refund you according to your requested refund method
In most cases the process will take no longer than 5 days, but in some cases, it may take up to 10 days from when your return request was submitted
If the claim is invalid the item will be sent back to you
Missing and damaged items
We will only be liable if the missing item or damaged is reported on delivery. Please ensure to countercheck during pickup/delivery to confirm that all the mentioned items have been delivered and are free from defects.