Returns & replacements
We deliver genuine kitchenware, and a lot of it is glass. Please check your order the moment it arrives. This page explains when we take an item back, how to tell us, and what happens next.
Effective 7 July 2026. This policy is governed by the laws of Kenya and does not limit any rights you have under Kenyan consumer protection law.
When we accept a return
We take an item back in three situations:
We do not accept returns for any other reason, including a change of mind, ordering the wrong item or size, finding the product elsewhere, or no longer needing it.
Check your order on delivery
Please inspect your order as soon as it is delivered. If anything is damaged, wrong or obviously faulty, tell us within 24 hours of receiving it.
If a problem that could reasonably have been spotted on delivery is reported after that, we may not be able to accept the claim.
How to report a problem
Contact us within 24 hours with:
Our team will review your request and tell you what happens next.
Returning an approved item
Where we approve a return, the item must come back:
We inspect every returned item before approving a replacement.
We replace, first
Our remedy for a wrong, damaged or defective item is a replacement of the same product. Where the same product is genuinely unavailable, we will agree an alternative with you, such as a similar product or a credit toward another item. A refund is offered only where no reasonable alternative exists, and is paid by M-Pesa or bank transfer once the returned item has been received and inspected.
If a returned item comes back without its packaging, accessories or labels, or shows use beyond what was needed to inspect it, the replacement or credit may be reduced accordingly.
Collection costs
When a return is approved because the wrong item was supplied, the item was damaged in delivery, or it has a confirmed manufacturing defect, we bear the reasonable cost of collecting it or of you returning it.
What we cannot take back
Clearance, sale and promotional items cannot be returned unless they arrived wrong, damaged or defective. We also cannot accept returns where the damage results from:
Warranty claims
Where a product carries a manufacturer's warranty, send the claim to us. We will assess it and handle the warranty process with the manufacturer where it applies.
Cancelling an order
An order can only be cancelled before payment is completed. Once payment has gone through and the order is being processed or dispatched, it cannot be cancelled.
Our liability
To the fullest extent permitted by Kenyan law, our liability for any product is limited to the price you paid for it. Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under Kenyan law.
Get in touch
To report a problem or ask a question about a return, email us with your order number and photos: