Warranty, Delivery & Returns
How we deliver, what it costs, what warranty applies, and what happens in the rare case we cannot fulfil an order.
Ordering and payment
Order through our online shop and pay securely at checkout through DPO Network. Payment is made at checkout, before your order is dispatched.
We receive orders every day.
Delivery
We deliver nationwide across Kenya through bus parcel services.
You order and pay
Through our online shop, securely via DPO Network.
We confirm
We confirm your order and prepare it for dispatch.
We dispatch
Your order is dispatched through a bus parcel service.
We notify you
You receive a notification with the bus and parcel office details for collection.
You collect
Collect your parcel from the specified bus parcel office.
How long it takes. Delivery is normally 2–3 business days after dispatch, depending on the bus and parcel service. Because delivery is handled by the bus and parcel service, timing can vary with their schedules and routes.
Delivery fee
A delivery fee applies to every order and is calculated on your order value.
| Order value | Delivery fee |
|---|---|
| Up to and including KSh 10,000 | 7% of order value |
| Above KSh 10,000 | 5% of order value |
Examples
| Order value | Delivery fee | Total |
|---|---|---|
| KSh 5,000 | KSh 350 | KSh 5,350 |
| KSh 10,000 | KSh 700 | KSh 10,700 |
| KSh 15,000 | KSh 750 | KSh 15,750 |
| KSh 20,000 | KSh 1,000 | KSh 21,000 |
The delivery fee is calculated automatically and shown at checkout before you pay.
Warranty
Warranty is provided according to the manufacturer’s warranty terms.
The products we supply are covered by the warranty offered by their manufacturer. Warranty periods and conditions differ between manufacturers and product types, so please check the terms that apply to your specific product.
If you have a warranty question about something you bought from us, contact us on +254 732 211 088 or basaadstl@outlook.com and we will help you.
Our 30-day money-back guarantee
If we have confirmed your order as available and we are then unable to source the product, your payment is covered by our 30-day money-back guarantee.
We confirm availability before we take an order forward. In the rare event that we have confirmed your order and the product then cannot be sourced, you do not carry that risk — your payment is returned to you under this guarantee. We will contact you to arrange the refund.
Other returns and refunds
Any other return or refund request is reviewed on a case-by-case basis through our customer support.
If you have a problem with an order — whatever the circumstances — contact us on +254 732 211 088 or basaadstl@outlook.com. We will review your case and come back to you.
Still have a question?
We receive enquiries every day and we will get back to you as soon as we can.