Refund policy

Last updated: 12 November 2026

When you are due a refund, how much you get, and how quickly it reaches you.

1. When you get a full refund

• We cancel your order, or cannot deliver to your location.
• An item you paid for is out of stock and you do not want a replacement.
• You receive a wrong, damaged, spoiled, expired or missing item and prefer a refund to a replacement (see our Returns policy).
• You were charged twice, or paid more than the order total.
• You cancel an order before we have packed or dispatched it.
• We cancel or postpone a training and the new date does not suit you.

2. Partial refunds

• If only some items had a problem, we refund those items.
• For an accepted change-of-mind return of an unopened dry ingredient or equipment, we refund the item price. The original delivery fee is not refunded.
• If you cancel after a custom or event order has gone into production, we refund what we have not yet spent on it and tell you the amount before we do.

3. Training cancellations and rescheduling

• 72 hours or more before the agreed training date: full refund, or move to another date free of charge.
• Less than 72 hours before: we move you to another date once, free of charge. No cash refund.
• No-show without telling us: no refund. Ask us anyway; we try to help where we can.
• You may send someone else in your place at no cost. Just tell us their name beforehand.
• If we cancel or postpone, you choose a new date or a full refund.

4. How refunds are paid

• M-Pesa: sent to the M-Pesa number that made the payment, within 3 working days of approval. You receive an M-Pesa message when it is sent.
• Card or other online payment: refunded through our payment provider to the same card or account within 3 working days of approval. Your bank may then take 5–10 working days to show it.
• Cash on delivery: refunded by M-Pesa to a number you confirm in writing.
• We refund the amount you paid. We cannot refund charges your bank or mobile-money provider made to you.
• For your protection we do not refund to a different person, number or account unless the payer asks in writing and we can verify them.

5. How to ask for a refund

Send us your order number (or the M-Pesa transaction code), the reason, and photos where relevant. We confirm whether the refund is approved within 2 working days. If it is declined, we explain why.

Refund requests:

• Call: +254 722 984117
• WhatsApp: +254722984117
• Visit: 55 Business Centre, Next to Star Mall
• Online: our contact page

6. Your legal rights

This policy does not affect your rights under the Consumer Protection Act, 2012. If you are not happy with how we handled a refund, you may contact the Competition Authority of Kenya.