Return and Refund Policy

KAHSO processes returns and refunds under the following conditions, as outlined in our Return and Refund Policy:

Our comprehensive Return and Refund Policy is designed to ensure customer satisfaction.

  1. Return Eligibility

Returns are accepted when:

  • Wrong item was delivered
  • Item was damaged before delivery
  • Goods delivered do not match the order description

Items must be reported within 24 hours of delivery.

  1. Non-Returnable Items

We do not accept returns for:

  • Perishable goods
  • Items damaged after delivery
  • Customer-packed goods damaged due to poor packaging
  • Goods accepted upon delivery sign-off3. Refund Criteria

Refunds may be approved if:

Understanding our Return and Refund Policy helps clarify your rights as a customer.

  • The item is unavailable after payment
  • Delivery was not completed due to KAHSO error
  • Wrong goods were delivered and returned

Refunds are issued through:

  • M-Pesa
  • Bank transfer
  • Online payment reversal

Refund processing time: 3–7 business days.

Always refer to our Return and Refund Policy before making a purchase.

  1. Delivery Fees

Delivery fees are non-refundable unless KAHSO is at fault, as explained in our Return and Refund Policy.

KAHSO offers same-day and next-day deliveries within Nairobi.

Service Areas

We operate within:

  • Nairobi CBD
  • Westlands
  • Upper Hill
  • Parklands
  • Kilimani
  • Kasarani
  • Ruaka
  • And surrounding zones

Delivery Timeframes

  • Same-day delivery: For orders placed before cutoff
  • Scheduled delivery: For businesses requiring fixed timelines
  • Express delivery: Within 15 Mins (distance-based)Tracking

Customers can track:

  • Rider location (live map)
  • Pickup status
  • In transit status
  • Delivery confirmation

Failed Delivery Attempts

If the receiver is unavailable:

  • A second attempt may be made
  • Additional charges may apply

COOKIE POLICY

Cookie Policy

KAHSO uses cookies to improve your browsing experience.

Cookies help us:

  • Save login preferences
  • Analyze website performance
  • Personalize user experience

You may block cookies in your browser, but some website functions may not work.

Cancellation, Returns & Refund Policy

Effective Date: April 2025

At Kahso Distributors & Logistics Ltd, we want every customer to receive their order in good condition and as expected. This policy explains how cancellations, returns and refunds are handled for products purchased through our website.

Order Cancellation

Customers may request cancellation of an order before it has been dispatched.

Before Dispatch

Orders cancelled before dispatch will generally be cancelled without a cancellation fee.

After Dispatch

Once an order has been dispatched, cancellation may result in a cancellation or delivery fee to cover transportation and other costs already incurred by Kahso.

Where the delivery has already been attempted, the customer may be responsible for the applicable delivery or return charges.

After Delivery

Once an order has been successfully delivered and accepted by the customer, cancellation is generally not available simply because the customer has changed their mind.

Returns may, however be considered where the product is damaged, defective, incorrect or otherwise does not correspond with the customer’s order.