Returns & Refunds

Last updated: October 2026

We want you to be completely satisfied with your purchase. Our refund and return policy is designed to be fair, transparent, and easy to understand for all handmade African crafts, gifts and home décor bought at Crafts of Africa.

1. Standard 7-Day Returns

We accept returns on eligible items within 7 days of the delivery date. To qualify for a return, the product must be unused, unmarked, in its original condition and packaging with all accessories intact, and accompanied by proof of purchase.

2. Custom-Made & Personalised Items

Products made to your specification — custom sizes, colours, branding or personalisation — cannot be returned for change of mind, as they are made especially for you. If a custom item arrives damaged or differs from the agreed specification, contact us within 48 hours and we will repair, remake or refund it.

3. Damaged or Faulty Items

Every piece is inspected before dispatch, but handmade items can occasionally be damaged in transit. If your order arrives broken, damaged, or not as described, please notify us within 24–48 hours of delivery (photos help a lot). Once confirmed, we will arrange a swift replacement or full refund.

4. How to Request a Return

1. Log in to your account and go to My Orders (or message us directly on WhatsApp with your order number).
2. Find the order and tap Request return.
3. Select the item(s), pick a reason, and add a short note (photos or a short video help if it's damaged or faulty).
4. We'll call or WhatsApp you within 24 hours to coordinate return drop-off or pickup through the courier partners available in your town.

5. Return Shipping & Couriers

If the return is due to our error (damaged in transit, wrong item sent), Crafts of Africa covers the return courier fee. For change-of-mind returns on unused items, return shipping via the courier serving your location is borne by the customer.

6. Refunds & Exchanges

• Once your returned item is received and inspected by our team, we will notify you via SMS or WhatsApp.
• Approved refunds are processed within 3–5 business days via M-Pesa to the phone number used on the order (or as an immediate product replacement if preferred).
• Original delivery fees are non-refundable unless the return is due to our error.

Questions?

Reach us on WhatsApp at 0721 379 229 or email info@craftsofafrica.co.ke and we'll sort it out.