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Refund and Cancellation Policy

When you get your money back, and how long it takes · Last reviewed 21 September 2026

Different services work differently, and pretending otherwise would only disappoint you. This page says exactly what can be refunded, what cannot, and how long each takes.

At a glance

1. Shop orders

Before collection or dispatch

Cancel at any time before we hand the goods over or send them out, and you get the whole amount back. Call, WhatsApp or email with your order number.

Faulty, damaged or not what you ordered

Tell us within 7 days of receiving it. Bring or send the item with its accessories, packaging and your receipt. We will inspect it and then repair it, replace it, or refund you — and where the fault is ours or the manufacturer's, we cover the return cost. This does not affect your rights under Kenyan consumer law or the manufacturer's warranty.

Changed your mind

We will accept a return within 7 days if the item is unused, complete and in its sealed original packaging, and you have the receipt. We may deduct any direct cost we have already incurred, such as delivery. We cannot take back opened SIM packs, scratched airtime cards, used earphones or any item sold as a clearance or final sale, for hygiene and fraud reasons — these are told to you before you buy.

How refunds are paid

To the same method you paid with, and to the same person. An M-Pesa payment is refunded to the number it came from; a card payment to the card; cash in cash at the branch. We do not refund to a third party's number — that is one of the commonest fraud patterns, and the rule protects you.

2. Money transfer and agency transactions

If we made the mistake — wrong amount, wrong account, a transaction posted twice — we fix it at our cost, as soon as we find it or you tell us. The wrong entry is voided with a written reason and approved by a second person, the right one is posted, and both stay on record. You can have a copy of both.

If the money went where you told us to send it, we cannot recall it. Once a mobile money transfer lands in someone's wallet, only they can send it back. We will:

• Give you the full transaction record and reference the same day;
• Raise a trace with Airtel or Safaricom on your behalf;
• Help you make a report if you believe you have been defrauded.

What we will not do is promise a recovery we cannot deliver. Report it quickly — the chance of recovery falls sharply after the first few hours.

3. Reversals and voids

No member of our staff can reverse a transaction on their own. A reversal requires a written reason and the approval of a second, more senior person, and both the request and the approval are recorded permanently with names and times. This is deliberately inconvenient: it is what stops a transaction being quietly undone after the customer has gone.

It also means that if you ask for a reversal at the counter, it may take a short while to be authorised. Ask for the reference number of the request, and we will confirm when it has been done.

4. Services and quotations

• Quotations are free and valid for the period stated on them.
• Deposits on supply orders are refundable in full if we cancel or cannot supply. If you cancel after we have ordered goods in specifically for you, we may retain the costs we have already committed — we will show you what those are.
• Work already delivered is payable. Work not yet started is refundable.

5. Property and tenancies

Rent already collected and paid over to the landlord is the landlord's; where a refund is due, we will pursue it with them on your behalf. Deposits are refunded within 30 days of move-out, less rent arrears, agreed repair costs and unpaid utilities, with an itemised statement showing every deduction. You get the statement whether or not there are deductions.

6. Asking for a refund

1. Contact the branch, or email wanjibotslimited1@gmail.com with REFUND in the subject.
2. Give the date, branch, amount, order or transaction reference, and what went wrong.
3. Bring the goods and your receipt if it is a return.
4. We acknowledge within 1 working day and tell you our decision, with reasons.
5. Approved refunds are paid within the timescales in the table above.

7. If we say no

We will tell you why, in writing if you ask. You can escalate it as a complaint (see our contact page), and you keep every right you have under Kenyan consumer law, including going to the Competition Authority of Kenya or the courts. Nothing in this policy takes away a right the law gives you.