Shipping, Delivery, Returns & Refunds Policy

Kenyan Upcycling Innovation Hub (KUIH)

Effective date: 5 November 2026

At Kenyan Upcycling Innovation Hub (KUIH), we believe that a great shopping experience should extend beyond placing an order. From the moment you purchase a product to the time it reaches your doorstep, we are committed to making every step convenient, transparent and reliable.

We deliver countrywide across all 47 counties in Kenya and facilitate regional and international shipping to destinations where suitable delivery arrangements are available.

This policy explains our order processing, shipping options, delivery timelines, shipping charges, returns, exchanges and refunds. Please read it before placing an order.

1. Where We Deliver

KUIH serves customers in Kenya and beyond through local, regional and international delivery arrangements.

1.1 Nationwide delivery – Kenya

All 47 counties

We deliver throughout the Republic of Kenya, including cities, towns, rural areas and other accessible locations in all 47 counties.

Whether you are ordering from Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, Garissa, Turkana, Mandera, Wajir, Kitui, Nyeri or any other part of the country, you can shop with KUIH.

Our nationwide delivery network may use courier companies, parcel delivery services, logistics partners, collection points and other suitable transport arrangements.

Doorstep delivery will be provided where the selected delivery partner covers the location. Where doorstep delivery is unavailable, we will communicate an appropriate collection or alternative delivery arrangement.

1.2 Regional delivery – East Africa

We welcome orders from customers across East Africa and other African markets. Depending on shipping availability, we may deliver to:

• Uganda

• Tanzania

• Rwanda

• Burundi

• South Sudan

• Democratic Republic of Congo

• Ethiopia

• Somalia

• Other eligible African destinations

Regional orders are subject to courier coverage, customs requirements, import regulations and product restrictions in the destination country.

1.3 International delivery – Worldwide

KUIH welcomes customers from around the world. We can arrange international shipping to eligible destinations in Europe, North America, Asia, the Middle East, Oceania and other international markets.

International shipping availability depends on the destination, product characteristics, courier or freight services, customs requirements and applicable import restrictions.

For destinations where shipping rates are not available at checkout, our team will provide a shipping quotation for approval before dispatch.

Please note: The availability of international shipping does not mean every product can be shipped to every country. Certain materials, product dimensions and destination-country regulations may restrict transportation.

2. Order Processing and Preparation

Orders are processed after successful payment verification or confirmation of an approved alternative payment arrangement.

Our fulfilment process generally involves:

1. Receiving and confirming your order.

2. Verifying payment and product availability.

3. Preparing, inspecting and packaging your items.

4. Arranging dispatch through the selected delivery partner.

5. Sharing available dispatch and tracking information.

Standard orders are generally processed within 1–3 business days.

Custom-made, personalized, handcrafted, made-to-order and bulk purchases may require additional preparation time. Where this applies, the estimated processing period will be communicated before or after order confirmation.

Orders placed on weekends or public holidays may begin processing on the next business day.

3. Delivery Timelines

We aim to dispatch orders promptly and work with delivery partners to ensure they reach customers within the estimated delivery period.

The following timelines are indicative and may vary depending on the destination, product availability, courier service and other logistical factors.

These are estimates, not guaranteed delivery dates. Remote destinations, customs clearance, adverse weather, public holidays, transport disruptions and other circumstances may result in longer delivery periods.

For bulk, wholesale, corporate and customized orders, delivery timelines will be agreed upon separately.

4. Shipping Fees and Delivery Charges

Shipping charges are calculated based on the delivery destination and the characteristics of the order.

Factors that may affect the shipping fee include:

• Delivery location and distance.

• Package weight and dimensions.

• Number of items ordered.

• Product type and packaging requirements.

• Courier or freight service selected.

• Delivery speed and special handling requirements.

• Customs and other applicable charges for cross-border shipments.

For orders within Kenya: The applicable delivery charge will be displayed at checkout where automatic shipping rates are available. Where a rate cannot be calculated automatically, KUIH will communicate the delivery fee before the order is finalized.

For regional and international orders: Shipping charges may be quoted separately based on the destination and shipment specifications. The customer must approve the quotation before dispatch.

Unless expressly stated otherwise, the product price does not include delivery charges, customs duties, import taxes or destination-country clearance fees.

5. Dispatch Confirmation and Order Tracking

Once your order has been dispatched, KUIH will provide available shipment information through the contact details supplied at checkout.

Depending on the delivery partner, this may include:

• Order confirmation.

• Dispatch notification.

• Courier or tracking reference.

• Estimated delivery information.

• Delivery status updates.

You can use the tracking reference, where available, to follow your shipment.

Tracking availability and frequency of updates depend on the logistics provider and destination. Some local or remote deliveries may not have real-time tracking.

If your tracking information has not changed for an unusually long period, or your parcel appears delayed, contact our customer support team with your order number.

6. Delivery Address and Customer Responsibilities

Customers must provide accurate and complete delivery information when placing an order.

Please ensure that your details include:

• Full recipient name.

• Active telephone number.

• Country, county, city or town.

• Complete delivery address or preferred collection point.

• Any useful directions or delivery instructions.

KUIH will not be responsible for delays caused by incomplete or incorrect delivery information supplied by the customer, subject to applicable law.

If a delivery attempt fails because the recipient is unavailable, the address is incorrect or the delivery location cannot be accessed, the courier may arrange another attempt or hold the package for collection.

Additional charges may apply for repeat delivery or return-to-sender arrangements where the failure is attributable to the customer.

If a shipment is returned to KUIH, we will contact the customer to agree on redelivery, collection or another appropriate resolution.

7. Receiving Your Order

Please inspect your order when it arrives.

We encourage customers to check:

• Whether the package is visibly damaged or tampered with.

• Whether the correct products have been delivered.

• Whether the quantities match the order.

• Whether all included accessories or components are present.

• Whether the products have visible defects or damage.

If your order arrives damaged, incomplete or incorrect, please notify us as soon as possible, preferably within 48 hours of delivery.

Include your order number, a description of the issue and clear photographs or videos where available.

The 48-hour reporting request helps us investigate delivery issues promptly. It does not limit any consumer rights or remedies available under applicable law.

8. Our Returns Policy

We want you to be satisfied with every purchase from KUIH. If something is not right, we will work with you to find an appropriate solution.

Eligible products may be returned under the following circumstances:

A. Damaged or defective products

Where an item arrives damaged, faulty or defective, you may request a return, replacement, repair or refund as appropriate.

B. Incorrect orders

If you receive a different product, size, colour, specification or quantity from what you ordered, contact us so that we can arrange a suitable correction.

C. Products materially different from their description

If a product materially differs from its description, advertised specifications or agreed features, you may request an appropriate remedy.

D. Change of mind

For eligible products, KUIH offers a voluntary change-of-mind return window of 7 calendar days from delivery, provided the item:

• Is unused and in its original condition.

• Has not been damaged after delivery.

• Includes all original components, accessories and accompanying items.

• Is returned with its original packaging where reasonably possible.

• Is not excluded from change-of-mind returns under Section 10.

Change-of-mind returns are subject to inspection and approval. This voluntary arrangement does not reduce any rights provided by Kenyan consumer protection law or other applicable laws.

9. How to Request a Return

All returns must be initiated through KUIH's official customer support channels before the item is sent back.

Follow these steps:

1. Submit a return request

   Provide your order number, product details and reason for requesting a return.

2. Provide supporting information

   Where relevant, attach photographs or videos showing the defect, damage, incorrect item or other concern.

3. Receive return authorization

   Our team will review your request and communicate whether it qualifies for a return, replacement, repair or refund.

4. Follow the return instructions

   We will provide the applicable return address, collection arrangement or shipping instructions.

5. Product inspection and resolution

   Once the returned item is received, we will inspect it and communicate the outcome of your request.

Please do not send products to an address without first receiving return instructions from KUIH.

10. Products Not Eligible for Change-of-Mind Returns

Some products may not qualify for voluntary change-of-mind returns because of their nature, customization or handling requirements.

These may include:

• Personalized or custom-made products manufactured to customer specifications.

• Made-to-order products that cannot reasonably be resold.

• Perishable products.

• Hygiene-sensitive products that have been opened or used, where legally permissible.

• Products that have been damaged, altered or misused after delivery.

• Products sold with clearly disclosed final-sale conditions, where legally permissible.

These exclusions apply only to change-of-mind returns. They do not remove a customer's legal rights where an item is defective, unsafe, incorrectly supplied or materially different from its description.

11. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

For eligible returns arising from an error attributable to KUIH, we will arrange a reasonable return or collection solution.

For change-of-mind returns, customers are responsible for the cost of returning the product unless otherwise agreed.

12. Refunds and Replacements

Once a return has been approved and the product has been received and assessed, KUIH will determine the appropriate resolution.

Depending on the circumstances and applicable law, this may include:

• A full refund.

• A replacement of the same product.

• An exchange for an alternative product, subject to availability and customer agreement.

• Repair or another appropriate remedy.

Where a refund is approved, KUIH will initiate the refund within 5–10 business days after approval and completion of the necessary verification.

The time taken for the funds to reflect in your account may vary depending on your bank, M-Pesa, Pesapal or other payment service provider.

Refunds will ordinarily be made through the original payment method where practicable.

Where the original payment method cannot reasonably be used, KUIH will agree on an appropriate alternative with the customer.

Original delivery charges will be refunded where required by applicable law or where the return or cancellation is attributable to KUIH.

Promotional discounts, vouchers, loyalty points and other benefits used in an order will be handled according to the applicable promotion or rewards terms.

13. Order Cancellation

Customers may request cancellation as early as possible after placing an order.

Cancellation requests are subject to the stage of order fulfilment:

• Before processing: Cancellation may generally be completed without a cancellation charge.

• During preparation: Cancellation will be assessed based on the work or costs already incurred.

• After dispatch: The request will generally be handled under the applicable returns procedure.

• Custom or personalized orders: Cancellation may be restricted once production has commenced, subject to applicable law.

KUIH may cancel an order where a product becomes unavailable, a material pricing or listing error occurs, payment cannot be verified, or fulfilment becomes impracticable.

If payment has already been received for an order cancelled by KUIH, an appropriate refund will be arranged.

14. Regional and International Returns

KUIH accepts eligible return requests from customers outside Kenya. However, international and cross-border returns may require additional shipping, customs and documentation arrangements.

For regional and international returns:

1. Contact KUIH before sending the product back.

2. Provide your order reference and reason for return.

3. Wait for return authorization and the designated return instructions.

4. Use a traceable shipping service and retain proof of postage.

5. Follow the customs declaration instructions provided for the return shipment.

Where a return is due to a verified error by KUIH, such as an incorrect, defective or materially misdescribed product, KUIH will work with the customer to arrange a reasonable return solution and cover appropriate return costs, subject to applicable law.

For approved change-of-mind returns, the customer is responsible for return shipping, customs duties, import charges and other applicable costs, unless otherwise agreed or required by law.

International customers should not send returns without authorization. Unannounced shipments may experience customs clearance difficulties or be refused by the receiving courier.

15. Customs, Duties and Import Regulations

International and regional shipments may be subject to customs inspection, import duties, VAT, taxes, clearance charges and other fees imposed by the destination country.

Unless expressly agreed otherwise in writing:

• Customers are responsible for import duties and taxes charged by their destination country.

• Customers are responsible for ensuring that ordered products can legally be imported into their country.

• KUIH will provide reasonable shipping and product documentation based on the information available.

• Customs authorities may inspect, delay, hold or refuse shipments.

• Any additional clearance requirements must be met before delivery can be completed.

Where possible, KUIH will communicate known customs and import requirements before dispatch.

For commercial, wholesale and bulk international shipments, customs responsibilities and delivery terms will be agreed upon before shipment.

16. Upcycled, Recycled and Handcrafted Products

KUIH celebrates creativity, resource recovery and the transformation of discarded materials into valuable products.

Because some of our products are made using recovered, recycled, repurposed or handcrafted materials, individual items may have distinctive characteristics.

These may include:

• Slight differences in colour and texture.

• Natural variations in patterns and finishes.

• Minor differences in dimensions.

• Unique marks or characteristics inherited from the original materials.

• Handcrafted variations between individual products.

Such characteristics are part of the identity and uniqueness of upcycled products. They do not automatically constitute defects where they are consistent with the product description and disclosed specifications.

However, KUIH remains committed to supplying products that are reasonably safe, fit for their disclosed purpose and consistent with the descriptions provided at the time of purchase.

17. Bulk, Wholesale and Corporate Orders

KUIH welcomes bulk purchases, wholesale enquiries, institutional orders, corporate procurement and customized product requests.

Because these orders may involve special production, packaging, transport and handling arrangements, they may be subject to separately agreed terms.

These may cover:

• Production and fulfilment schedules.

• Minimum order quantities.

• Deposit and payment requirements.

• Special packaging arrangements.

• Delivery methods and freight costs.

• Inspection and acceptance procedures.

• Returns, replacements and warranty arrangements.

Any agreed special terms will be communicated in writing before the order is confirmed.

Where a separate agreement exists, its provisions will apply alongside this policy, subject to applicable law.

18. Delayed, Missing or Lost Shipments

Although KUIH works with delivery partners to ensure reliable fulfilment, delays may occur because of circumstances outside our direct control.

These may include:

• Adverse weather and natural disasters.

• Road closures and transport disruptions.

• Customs inspections and clearance delays.

• Courier operational challenges.

• Public holidays and peak shopping periods.

• Security incidents and government restrictions.

• International freight and aviation disruptions.

If your order is delayed beyond the communicated delivery estimate, please contact us with your order number.

Where a shipment is confirmed lost, KUIH will investigate with the delivery partner and work towards an appropriate resolution, which may include replacement or refund, depending on the circumstances and applicable law.

A customer should not be left without a reasonable resolution simply because a shipment has been handed over to a third-party delivery provider.

19. Responsible Packaging and Sustainable Delivery

Sustainability is central to everything we do at KUIH. We aim to ensure that our fulfilment practices reflect the environmental values behind our products.

Where practical, we seek to:

• Use recyclable, reusable or environmentally responsible packaging.

• Reduce unnecessary packaging materials.

• Encourage customers to reuse or recycle delivery packaging.

• Work with logistics partners that support responsible distribution.

• Explore efficient delivery and consolidated shipping arrangements.

• Protect products during transportation while minimizing avoidable waste.

Packaging may differ depending on the nature of the product, its fragility, destination and shipping requirements.

20. Customer Support and Complaints

We value customer feedback and are committed to resolving delivery, return and refund concerns professionally and fairly.

For assistance, customers should provide their order number and a clear explanation of the issue through KUIH's official customer support channels.

Our team will review the request and communicate the next steps.

Kenyan Upcycling Innovation Hub (KUIH)

kuih.odoo.com

Republic of Kenya

For shipping, returns, refunds and order enquiries, use the official customer support contacts published on our website.

21. Policy Updates

KUIH reserves the right to update this policy to reflect changes in its operations, delivery networks, products, customer service arrangements and applicable legal requirements.

Any revised policy will be published on our website with an updated effective date.

The policy applicable to an order will be the version in force when the order is placed, subject to any mandatory legal requirements or subsequently agreed changes.

22. Your Shopping Experience Matters

At KUIH, we believe that sustainability should go hand in hand with quality, convenience and customer satisfaction.

Whether you are purchasing from within Kenya, across Africa or anywhere in the world, we are committed to providing a transparent shopping experience, dependable fulfilment and fair customer support.

Thank you for choosing Kenyan Upcycling Innovation Hub (KUIH).

Turning Waste into Value. Inspiring a Circular Future