Legal notice

(A)   Full Policy Page (for your website's "Policies" page)

 summary

We're a Kenyan-made ladieswear brand. Here's the short version: we ship within 1–3 days, we don't offer refunds for change-of-mind, but you can exchange an item within 48 hours of an in-store sale or 72 hours of an out-of-town delivery. If something arrives genuinely faulty, we'll make it right with a repair, replacement, or refund. Full detail below.

1. Scope & Acceptance

This policy applies to all purchases made from Kakiba Collections, whether in person, via WhatsApp, or through our website (the "Store"). By placing an order, you confirm that you have read, understood, and accepted these terms. Kakiba Collections reserves the right to update this policy at any time; the version in effect at the time of your order applies to that transaction.

2. Definitions

  • "Buyer" / "Customer" — the person purchasing goods from Kakiba Collections.
  • "Goods" — dresses, palazzo pants, tops, skirts, and other apparel sold by Kakiba Collections.
  • "Exchange" — replacement of purchased Goods with an alternate size, colour, or item of equal value, per Section 6.
  • "Faulty/Defective Goods" — items with a manufacturing defect, material fault, or damage not caused by the customer, present at the time of delivery or purchase.
  • "In-store sale" — a purchase completed in person at a Kakiba Collections location or pop-up.
  • "Out-of-town delivery" — a purchase delivered outside the point of sale, including via courier or rider.

3. Order Processing & Shipping

We ship orders within 1–3 days from the order being placed/made. Processing time may extend during peak seasons (e.g., festive periods) or for made-to-order pieces; we will notify you if this applies to your order.

  • Orders are confirmed via WhatsApp or our website once payment is received.
  • We use local courier and rider partners for delivery; tracking or rider contact details are shared once your order is dispatched.
  • Delays caused by courier partners, weather, or circumstances outside our control will be communicated to you as soon as we're aware of them.
  • Delivery timelines are estimates, not guarantees, once the parcel leaves our hands.

4. Payments & Security

We accept M-PESA, bank transfer, and other payment methods as advertised on our WhatsApp/website at the time of sale. Payment confirms your order. We do not store your full payment credentials; transactions are processed through the relevant payment provider's secure channels.

5. Pricing & Taxes

Prices are listed in Kenya Shillings (KES) and are inclusive of applicable Kenyan taxes unless stated otherwise. We reserve the right to correct pricing errors before an order is confirmed. Prices may change without notice for future orders; the price at the time your order is confirmed is the price you pay.

6. Returns & Exchanges

We do not provide refunds — we only offer exchanges.

Exchanges must be requested within 48 hours from the date of sale for in-store sales, and 72 hours for out-of-town deliveries.

This applies to change-of-mind requests — incorrect size, colour preference, or similar. To qualify for an exchange:

  • The item must be unworn, unwashed, and in its original condition, with tags attached.
  • Proof of purchase (receipt, order confirmation, or WhatsApp order thread) is required.
  • The exchange window begins from the date of the in-store sale, or the date of delivery for out-of-town orders.

Exchanges are for an alternate size, colour, or item of equal value. Where the replacement item is of higher value, the customer pays the difference; where of lower value, Kakiba Collections may issue store credit for the difference (no cash refund).

How to request an exchange — step by step:

  1. Message us on WhatsApp within the applicable window (48 hrs in-store / 72 hrs out-of-town) with your order details and reason for exchange.
  2. Share a photo of the item and confirm it is unworn, unwashed, and tagged.
  3. We confirm eligibility and advise on the exchange process (drop-off, pickup, or courier, depending on your location).
  4. Once we receive and inspect the item, we process the exchange and dispatch the replacement per our standard shipping timeline.

7. Faulty or Defective Items

If an item arrives with a genuine manufacturing fault or is damaged in a way not caused by you, this is treated separately from a standard exchange, in line with Kenyan consumer protection law.

  • Report the fault within 48 hours of receipt/purchase with photos and a description.
  • We will inspect the item and, depending on the nature of the fault, offer a repair, replacement, or refund — this is a legal right, not a discretionary courtesy.
  • Return shipping for confirmed faulty items is covered by Kakiba Collections.

8. Cancellations & Order Changes

Orders may be cancelled or amended (size, colour, item) free of charge before dispatch. Once an order has shipped, standard exchange terms (Section 6) apply instead.

9. Non-Returnable Items

The following are not eligible for exchange, except where faulty under Section 7:

Item type

Why

Custom or made-to-order pieces

Made specifically for the customer's measurements/spec

Final sale / clearance items

Marked as final sale at time of purchase

Items without tags or in worn/altered condition

Cannot be resold

Intimates or items worn against skin (if applicable to your range)

Hygiene

10. Sale / Clearance Items

Items marked "Final Sale" or "Clearance" are not eligible for exchange unless faulty. This will be clearly stated at the point of sale.

11. International Orders

(If Kakiba Collections ships internationally, add: shipping timelines for international orders, courier used, and confirmation that the 72-hour out-of-town exchange window applies from date of delivery.) — Flag: confirm with the business owner whether international orders are currently accepted; if not, state "We currently ship within Kenya only."

12. Duties & Customs

For any international orders, the customer is responsible for any import duties, taxes, or customs charges levied by the destination country. Kakiba Collections is not responsible for delays caused by customs processing.

13. Privacy & Personal Data

Kakiba Collections collects personal data (name, phone number, delivery address, and order history) solely to process and fulfil your order and to communicate with you about it. We handle this data in line with the Data Protection Act, 2019, including:

  • Collecting only the data necessary for order fulfilment and customer service.
  • Not selling or sharing your personal data with third parties beyond what's needed for delivery (e.g., courier partners).
  • Retaining data only as long as necessary for business and legal purposes.
  • Your right to request access to, correction of, or deletion of your personal data — contact us via WhatsApp to exercise this right.

14. Cookies

If Kakiba Collections operates a website with analytics or marketing cookies, this section should disclose what cookies are used and link to a cookie consent mechanism. (Flag: confirm with business owner what, if any, website analytics/cookies are in use.)

15. Intellectual Property

All content on this website and our social media — including the Kakiba Collections name, logo, tagline "Always Feel Beautiful," photography, and designs — is the property of Kakiba Collections and may not be reproduced without permission.

16. Limitation of Liability

To the extent permitted by Kenyan law, Kakiba Collections' liability for any claim relating to a purchase is limited to the value of the item purchased. We are not liable for indirect or consequential losses. Nothing in this policy limits any right or remedy a consumer has under the Consumer Protection Act, 2012, or any other applicable law.

17. Governing Law & Dispute Resolution

This policy is governed by the laws of Kenya. Disputes should first be raised with us directly via WhatsApp for resolution. Unresolved disputes may be escalated to the Competition Authority of Kenya (Consumer Protection Department) or, for claims below KES 1,000,000, the Small Claims Court.

18. Contact Information

Kakiba Collections WhatsApp: (insert number) Email: (insert email) Instagram/Facebook: (insert handles)

Timelines & Customer Actions — Summary Table

Timeframe

What happens

Who acts

0–1–3 days

Order shipped/dispatched after placement

Kakiba Collections

0–48 hrs (in-store) / 0–72 hrs (out-of-town)

Window to request an exchange

Customer

On fault report

Report faulty/defective item with photos

Customer

After exchange request approved

Item returned, inspected, replacement dispatched

Both

1–3 days

Replacement item shipped per standard timeline

Kakiba Collections

Exchange Eligibility Checklist (for staff)

  • [ ] Request made within 48 hrs (in-store) / 72 hrs (out-of-town)?
  • [ ] Item unworn, unwashed, tags attached?
  • [ ] Proof of purchase provided?
  • [ ] Item not on the non-returnable list (Section 9)?
  • [ ] If faulty: photos and description received?

(B) Website Summary Policy (checkout / footer / FAQ — )

Shipping, Exchanges & Returns — Kakiba Collections

We ship orders within 1–3 days of your order being placed.

We don't offer refunds, but we do offer exchanges within 48 hours of an in-store purchase, or 72 hours of an out-of-town delivery. To qualify, items must be unworn, unwashed, tagged, and accompanied by proof of purchase. Message us on WhatsApp within the window to start an exchange — we'll guide you through drop-off or pickup and send your replacement using our standard shipping timeline.

Faulty item? That's different — if something arrives genuinely defective, tell us within 48 hours with photos, and we'll repair, replace, or refund it, in line with Kenyan consumer protection law. We cover return shipping for confirmed faults.

Custom orders, final-sale/clearance items, and items without tags aren't eligible for exchange (unless faulty).

Quick reference: Shipping: 1–3 days to dispatch | Exchanges within 48 hrs (in-store) / 72 hrs (out-of-town) | No refunds, exchanges only | Faulty items repaired, replaced, or refunded.

Questions? Message us on WhatsApp — we're here to help +254 115 294 662

(C) Social Media Snippets

  1. Shipping in 1–3 days .  Exchanges within 48 hrs (in-store) / 72 hrs (delivery). No refunds, but we'll always sort you out.
  2. Wrong size? No stress — swap it within 48hrs (in-store) or 72hrs (delivery). We ship fast: 1–3 days always.
  3. Kakiba promise: fast shipping (1–3 days), easy exchanges (48/72 hrs), no refunds — always feel beautiful.
  4. Ordered on WhatsApp? Ships in 1–3 days. Need a swap? You've got 48hrs in-store, 72hrs on deliveries.

Formal tone Kakiba Collections: orders dispatch within 1–3 days. Exchanges accepted within 48 hrs (in-store) / 72 hrs (delivery). No refunds. 6. Please note: exchange requests must be made within 48 hours (in-store purchases) or 72 hours (out-of-town deliveries). 7. Kakiba Collections ships within 1–3 business days. We operate an exchange-only policy — see full terms on our website. 8. Faulty item? We've got you — repair, replacement, or refund available within 48 hours of receipt. Contact us on WhatsApp.

 

 

 

(D) Return Shipping Cost

A customer covers return shipping for standard change-of-mind exchanges, while Kakiba Collections always covers return shipping for confirmed faulty/defective items .

(E) Checkout Consent Checkbox

☐ I have read and agree to Kakiba Collections' Shipping & Exchange Policy (no refunds; exchanges within 48 hrs in-store / 72 hrs on deliveries).

(F) Email Templates

1. Exchange Confirmation

Subject: Your Kakiba Collections Exchange is Confirmed 💛

Hi [Customer Name],

Great news — your exchange request for [Item Name] has been approved. Please [drop off at / send to] [location/courier details] within [X] days, and we'll dispatch your replacement within 1–3 days of receiving it.

Thank you for shopping with Kakiba Collections — always feel beautiful!

Warmly, Kakiba Collections

2. Exchange Refused (criteria not met)

Subject: Update on Your Exchange Request

Hi [Customer Name],

Thank you for reaching out. Unfortunately, we're unable to process this exchange as [reason: request outside the 48hr/72hr window / item shows signs of wear / no proof of purchase provided]. Per our policy, exchanges must be requested within 48 hours (in-store) or 72 hours (out-of-town deliveries), with the item unworn and tagged.

If you believe this item is faulty rather than a standard exchange, please share photos and we'll happily review it under our faulty-item process instead.

Warmly, Kakiba Collections

3. Faulty Item Acknowledgement

Subject: We've Received Your Faulty Item Report

Hi [Customer Name],

Thank you for letting us know, and sorry for the inconvenience. We've received your photos/description of the fault with [Item Name] and are reviewing it now. In line with our policy, we'll offer a repair, replacement, or refund once we've confirmed the fault — we'll cover return shipping on this one.

We'll be in touch within [X] hours with next steps.

Warmly, Kakiba Collections

(G) SEO Title & Meta Description

Page title: Shipping, Returns & Exchange Policy | Kakiba Collections Kenya

Meta description: Kakiba Collections shipping & exchange policy: orders dispatch in 1–3 days, exchanges within 48–72 hrs, and fair terms for faulty items. Made in Kenya.