At Books Buddies Limited, we are committed to providing a smooth and reliable shopping experience. This Shipping & Returns Policy outlines how we process, ship, and manage returns for products purchased through our website.
Shipping Policy
Order Processing
- Orders are processed within 1-2 business days after payment confirmation.
- Orders placed on weekends, public holidays, or outside business hours will be processed on the next business day.
- During peak seasons, promotions, or special campaigns, processing times may be slightly longer.
Delivery Locations
We currently deliver across Kenya and may offer international shipping to selected regions. Shipping availability will be confirmed during checkout.
Delivery Timeframes
Estimated delivery times are:
- Nairobi Metropolitan Area: 1-3 business days
- Major Towns in Kenya: 2-5 business days
- Remote Locations: 3-7 business days
- International Orders: 7-21 business days, depending on destination and customs procedures
Delivery timelines are estimates and may be affected by unforeseen circumstances such as weather conditions, courier delays, public holidays, or customs clearance requirements.
Shipping Charges
- Shipping fees are calculated at checkout based on the delivery location, weight, and size of the order.
- Promotional free shipping offers may be available from time to time and will be clearly communicated on the website.
Order Tracking
Once your order has been dispatched, you may receive a shipping confirmation email or SMS with tracking information where available.
Incorrect Shipping Information
Customers are responsible for providing accurate shipping details. Books Buddies Limited shall not be liable for delays or failed deliveries resulting from incorrect or incomplete address information.
Returns Policy
Eligibility for Returns
We accept returns under the following conditions:
- The item received is damaged, defective, or incorrect.
- The return request is submitted within 7 days of receiving the order.
- The item is unused, in its original condition, and includes all original packaging and accessories.
Non-Returnable Items
The following items cannot be returned unless they are defective or incorrectly supplied:
- Digital products and downloadable content
- Special-order or customized items
- Products showing signs of use, damage, or alteration by the customer
- Clearance or sale items marked as non-returnable
How to Request a Return
To initiate a return:
- Contact our customer support team at sales@booksbuddies.co.ke or 0705462578.
- Provide your order number and reason for the return.
- Include photographs if the item is damaged or defective.
- Our team will review your request and provide return instructions.
Return Shipping Costs
- If the return is due to our error, damaged goods, or defective products, Books Buddies Limited will cover the return shipping costs.
- For all other approved returns, the customer may be responsible for return shipping charges.
Refund Policy
Refund Approval
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund request.
Refund Processing
Approved refunds will be processed through the original payment method within 5-10 business days, depending on your payment provider.
Partial Refunds
Partial refunds may be issued where:
- The returned item is not in its original condition.
- Packaging or accessories are missing.
- The item has been damaged through customer misuse.
Exchanges
We will gladly replace products that arrive damaged, defective, or incorrect, subject to stock availability. If a replacement is unavailable, we may offer a refund or store credit.
Lost or Delayed Shipments
If your order has not arrived within the estimated delivery period, please contact us. We will work with our delivery partners to investigate and resolve the issue as quickly as possible.
We appreciate your trust in Books Buddies Limited and strive to ensure a positive shopping experience for every customer.