Refund Policy

This Refund Policy applies to merchandise purchases, paid event-related items if any, and other paid products sold through the website. It does not apply to voluntary giving or donations unless otherwise stated in the Giving / Donation Policy.

Refund Eligibility

A refund or replacement may be considered if:

• The wrong item was supplied.
• The item is defective or damaged at the time of pickup or delivery, before leaving the collection point or delivery agent.
• The item differs materially from the website description or images.
• The order was charged an incorrect amount.
• Payment was confirmed but no order record was created because of a system error.

Non-Refundable Circumstances

Refunds may not be granted where:

• The customer selected the wrong size, colour, or variant and the item has already been collected or delivered.
• The item was damaged after pickup or delivery.
• The customer changed their mind after the order was fulfilled.
• The product is clearly marked as non-refundable at checkout.
• The item was custom-made or specially ordered for the customer.
• The issue is reported outside the 7-day reporting window.

Reporting Period

Customers must report refund or replacement requests within 7 days of pickup or delivery. Late reports may not be considered except at the discretion of the Ministry in exceptional circumstances.

Refund requests must include:

• Order reference number.
• Payment reference number.
• Customer name and phone number.
• Clear photographs of the item if damaged or incorrect.
• Written explanation of the issue.

Requests must be submitted through the website contact form or any official contact details published by the Ministry.

Refund Method and Timeline

Approved refunds will be processed within 7-14 business days of approval. The refund method may include:

• Reversal to the original payment method where technically possible.
• M-Pesa manual refund.
• Store credit applied to the customer account.
• Product replacement of equivalent value.

The exact timeline may vary depending on the payment provider or mobile money network. The Ministry will notify the customer of the expected refund date after approval.

Admin Record Keeping

All approved refunds must be recorded in the admin dashboard with the order reference, refund reason, admin note, refund amount, refund date, and name of the responsible admin. This record is required for audit and reconciliation purposes.