Returns Policy

Last updated: July 2026

We want you to be completely satisfied with your purchase. If you are not, we’re here to help.

1. Return Period

You have 7 days from the date of delivery to return an item for a refund or exchange. Items must be returned in their original, unused condition with all packaging intact.

2. Non‑Returnable Items

• Customised or personalised products (e.g., customised exercise books).
• Perishable items (e.g., pens with expired ink).
• Items that have been used or opened.

3. How to Return

1. Contact our support team at info@jiwa.co.ke with your order number and reason for return.
2. We will provide a return authorisation and shipping instructions.
3. Pack the item securely and ship it to the address provided.

4. Refunds

Once we receive and inspect the return, we will process your refund within 5 business days. Refunds are issued via the original payment method (M‑Pesa or bank transfer). Shipping fees are non‑refundable unless the return is due to our error.

5. Exchanges

If you need a different product or size, please request an exchange. We will ship the new item once the original is received and approved.

6. Damaged or Incorrect Items

If you receive a damaged or wrong item, please contact us immediately. We will arrange a replacement or refund at no extra cost.

7. Contact

For returns assistance, email us at info@jiwa.co.ke or call +254 700 000 000.