We want you to love your Kafrasa bag. If something isn’t right, we’ll work with you to fix it.
Our promise
If your order arrives faulty, damaged, or not as described, contact us within 24 hours of receiving it and we’ll make it right — with a repair, exchange, or replacement, depending on the issue.
Condition for returns
To be eligible, items should be unused, in their original condition, and returned with any packaging. Please keep your order details or receipt.
Custom & personalised items
Because custom-made and personalised pieces — your chosen size, colours, materials, or monogram — are produced specifically for you, they cannot be returned or exchanged unless they arrive faulty or differ from what we agreed. This does not affect your rights where an item is defective.
How to start a return
Message us on WhatsApp at +254 740 703 039 or email kafrasacollection@gmail.com with your order details and a photo of the item. We’ll guide you through the next steps and let you know where to send it, if needed.
Refunds & exchanges
Once we receive and inspect the returned item, we’ll let you know whether it’s approved. Approved refunds are processed back to your original payment method (for example, M-PESA), or we’ll arrange an exchange or replacement — whichever you prefer.
Delivery costs
Delivery charges are non-refundable unless the return is due to our error or a faulty item. Return delivery costs may be your responsibility except where the item is faulty or incorrect.
Need help?
We’re here to help — reach us any time at kafrasacollection@gmail.com or +254 740 703 039.