Terms & Conditions

Order Cancellation

The deadline for cancelling an Order is 7 days from the date on which You placed the order.

Once an Order has been collected or shipped the Goods it can no longer be cancelled.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

By email: info@craigs.co.ke

We will reimburse You no later than 14 days from the day on which We receive your statement. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Return

In order for the Goods to be eligible for a return, please make sure that:

The Goods were purchased in the last 7 days.

The Goods are in the original packaging.

The Goods and packaging are unused and in "As New" Condition.

The following Goods cannot be returned:

The supply of Goods made to Your specifications or clearly personalized.

The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.

The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

Sant Center, Lower Ground Floor,
Westlands,
P.O.Box 40607-00100
Nairobi, Kenya

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a store credit without actual receipt of the Goods or proof of received return delivery.

If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will issue store credit to the gift giver.

Gift Vouchers / Credit Notes

Gift vouchers can be redeemed against all products only at Craigs Ltd stores. The physical voucher is required to redeem and must be in good condition.

Gift vouchers cannot be redeemed for cash, returned for a refund, have their balances consolidated to a new voucher.

If your purchase exceeds the value of the gift voucher, balance must be paid by cash, debit or credit card.

If you return any products you have purchased using a gift voucher, the balance will be credited to you as a credit note and is to be redeemed against subsequent purchases.

Gift vouchers cannot be replaced if lost or stolen.

Craigs Ltd reserves the right to cancel a gift voucher if we deem such action necessary. If so, we may either provide a replacement gift voucher of equivalent value unless we suspect fraud in relation to a gift voucher. The gift voucher remains our property.

Craigs Ltd can vary or replace these conditions from time to time.

Delivery

Enjoy Same Day Delivery within Nairobi for all orders placed before 1pm Monday to Friday.

We deliver to nearly all regions within Kenya. Orders placed before 1pm Monday to Saturday will be dispatched on the same day and are typically delivered the following day.