Many of our products are fresh, live or temperature sensitive. For food safety we cannot take back food that has left our cold chain, but we always put things right when something is wrong with your order.
In short
- Check your order when it arrives. Report a problem within 24 hours of delivery (same day for fresh dairy and ice cream), with photos.
- Wrong, damaged, leaking, spoiled or missing items: we replace them or refund you at no cost.
- Fresh dairy, ice cream and starter cultures cannot be returned for a change of mind.
- Unopened dry ingredients and equipment can be returned within 7 days if they are as we sent them.
1. When you receive your order
- Check the items, the seals and the temperature (fresh dairy should be cold, ice cream frozen) while the rider is there if you can.
- If something is wrong, tell the rider and contact us. Keep the product and its packaging, and take clear photos (the item, the label or use-by date, and any damage).
- Put fresh products in the fridge straight away, even if you are reporting a problem.
2. Problems we always fix
If you received a wrong, damaged, leaking, spoiled, expired or missing item, we will, at your choice, send a replacement or give you a refund for that item, and any delivery fee we charged for it. You do not pay anything to return it. Report it:
- Fresh yoghurt, kefir, mala and ice cream: on the day of delivery.
- Starter cultures, ingredients and other items: within 24 hours of delivery.
- A quality problem found later (for example a sealed product that is spoiled before its use-by date and was stored correctly): as soon as you notice it. We will look into it fairly.
We may ask for photos, the batch number, or for the rider to collect the item so we can check it. This helps us find the cause and stop it happening again.
3. Change-of-mind returns
Not returnable (food safety)
- Fresh yoghurt, kefir, mala and ice cream.
- Starter cultures, probiotics and enzymes (they must stay in an unbroken cold chain).
- Any opened food product or ingredient.
- Custom, made-to-order and event orders once production has started.
Returnable within 7 days
- Unopened dry ingredients (for example stabilisers, flavours, colours and packaging) and equipment.
- They must be unused, sealed, in the original packaging, stored as directed, and with at least 3 months left before their best-before date.
- Contact us first to arrange the return. For change-of-mind returns you bring the item to us or pay the delivery cost to return it.
- Once we receive and check the item, we refund the item price as set out in our Refund policy. The original delivery fee is not refunded for change-of-mind returns.
4. Bulk and business orders
For bulk orders please check the goods on delivery and sign for them only once you are satisfied with the quantity and condition. Any shortage or damage must be noted on delivery or reported within 24 hours.
5. Training
Training is a service, not a returnable product. Cancellations and rescheduling are covered in our Refund policy.
6. Your legal rights
This policy does not affect your rights under the Consumer Protection Act, 2012 and other Kenyan law, including your right to goods that are safe, of good quality and as described.
7. How to start a return
Send us your order number, what is wrong, and your photos:
- Call: +254 722 984117
- WhatsApp: +254722984117
- Visit: 55 Business Centre, Next to Star Mall
- Online: our contact page