Refund Policy & Process

Complete guide to our refund policy for hardcopy books - 5-day window, condition requirements, and step-by-step process

Hardcopy Books Refund Policy

5-Day Window

Apply within 5 days after signing up/receiving the book

Good Condition

Book must be in same condition as received - no damage or markings

In-Store Return

Visit our collection point with the book and transaction ID

Partial Refund

Book amount only - delivery fee & transaction costs non-refundable

Eligibility Requirements

  • Within 5 Days of Pickup

    Refund requests must be made within 5 days after the order status shows "Signed Up" (when you have received/picked up the book). Requests after this period will not be accepted.

  • Book in Original Condition

    The book must be in good condition, exactly as it came - no damages, markings, highlighting, creases, or signs of wear and tear.

  • Valid Transaction ID

    You must have your original transaction ID or MPESA reference number for verification purposes.

  • In-Person Return

    Books must be returned to our designated collection point in person - we do not accept returns via mail or courier.

Non-Refundable Items

  • Delivery Fee

    Shipping and delivery charges are non-refundable under any circumstances.

  • Transaction Costs

    Payment processing fees and transaction charges are deducted and not refundable.

  • Damaged Books

    Books that show any signs of use, damage, water stains, torn pages, or markings will not qualify for refund.

  • Late Returns

    Any refund request made after the 5-day window will be automatically rejected.

Complete 5-Step Refund Process

1

Visit Refund Page

Navigate to our refund policy page to understand the requirements and process

2

Enter Transaction ID

Have your Transaction ID/MPESA reference ready for verification when you visit the store

3

Visit Store With Book

Come to our collection point within 5 days of pickup with the book in good condition

4

Staff Inspection

Our staff will verify the book condition and update status to "Accepted/Processing"

5

Refund Processing

Upon approval, refund processed within 5 working days to your account

5-Day Window Critical

The 5-day countdown begins from the moment your order status shows "Signed Up" (when you receive/pick up the book). Mark your calendar - no exceptions after this period.

Condition Check

Books must be in exactly the same condition as when you received them. No highlighting, dog-eared pages, creases, water damage, or any markings.

Processing Timeline

After staff approval, refunds take 5 working days to reflect in your account. You will receive a confirmation once processed.

What You Get Back

Only the book amount is refunded. Delivery fees and transaction costs are deducted and non-refundable.

Sample Refund Calculation

Total Paid
KSh 1,000
Non-Refundable
- KSh 150
(Delivery + Transaction)
Refund Amount
KSh 850
Only the book value is refunded. Delivery fee (KSh 50-100) and transaction costs (2-5%) are deducted.

Frequently Asked Questions

When does the 5-day window start?
The 5-day period begins when your order status changes to "Signed Up" - this is when you have received or picked up the book from our collection point.
Can I return a book I've started reading?
No. The book must be in brand new condition - no signs of reading, no creased spines, no markings or highlights.
How will I receive my refund?
Refunds are processed back to your original payment method (MPESA, bank card, etc.) within 5 working days after staff approval.
What if I lost my transaction ID?
Visit our store with your ID and we can look up your transaction using your phone number or email used during purchase.
Can I return a book after 5 days?
No, refund requests after the 5-day window are automatically rejected as per our policy.
Are all books eligible for refund?
Only hardcopy books purchased from our store are eligible. Digital/softcopy purchases are not refundable.
Have questions about our refund policy?
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