Refund, Shipping, and Returns Policy

Wana Mwanga Initiative
Last updated: 11/20/2025

This policy applies to all products sold by Wana Mwanga, including (but not limited to) ToteFlow, Dhow Totes, CycleWear, ReClip’d, ReCast Rings, and ReCast Bangles.

1. Overview

Thank you for shopping with Wana Mwanga. We want you to be happy with your purchase. Please read this policy carefully before placing an order.

Our standard refund and returns period is 30 days from the date you receive your order.
If more than 30 days have passed since delivery, we unfortunately cannot offer you a full refund or exchange, except in special circumstances at our discretion.

To be eligible for a return:

Your item must be unused and in the same condition that you received it.
It should be in the original packaging, where possible.
You must provide a receipt or proof of purchase (e.g. order confirmation, M-Pesa message, receipt).

Please do not send your purchase back to the manufacturer or to any artisan directly. All returns must be arranged through Wana Mwanga.

2. Non-Returnable Items

Because many of our items are handcrafted or made from upcycled materials, please note that small variations in colour, texture, or pattern are normal and not considered defects.

We do not accept returns for:

Perishable goods (if any future products include food or fresh items)
Intimate or sanitary products
Hazardous materials
Flammable liquids or gases

Additional non-returnable items:

Gift cards or gift vouchers
Downloadable or digital products (such as online resources or digital content), once accessed
Some health and personal care items

If you are unsure whether your item is returnable, contact us at {email address} before arranging a return.

3. Product-Specific Notes

ToteFlow & Dhow Totes
Returns are accepted if the bag is unused and in original condition. Light variations in stitching or print due to handcrafted or upcycled materials are normal and not grounds for a refund.
CycleWear
Clothing must be unworn, unwashed, and with tags/labels (if any) still attached to qualify for a return or exchange (except where there is a clear defect).
ReClip’d, ReCast Rings, ReCast Bangles
For hygiene and safety reasons, jewellery and hair accessories can only be returned if:
- They arrive damaged, defective, or
- The wrong item was sent.
Items must be unused and in their original packaging.

4. Partial Refunds

In certain cases, only partial refunds may be granted, for example:

Any item with visible signs of use, not due to our error
Any item not in its original condition or missing parts
Any item returned after the 30-day window, where we agree to accept it as an exception

Each case will be reviewed individually, and we will communicate clearly what is approved.

5. Refunds (If Approved) – M-Pesa & Other Methods

Once your returned item is received and inspected:

We will notify you via email or WhatsApp that we have received your return.
We will inform you whether your refund has been approved or rejected.

If your refund is approved:

Your refund will be processed and sent via your original payment method:
- Usually M-Pesa, or
- Bank/card if that’s what you used.
Please allow up to 3–7 working days for the refund to reflect in your M-Pesa, bank, or card account, depending on your provider.

6. Late or Missing Refunds

If you have not received your refund yet:

Check your M-Pesa messages or statement, and/or your bank/card statement.
Contact your mobile money provider or bank, as there may be a processing delay.

If you have done this and still cannot see the refund, please contact us at:

Email: info@wanamwanga.com
Phone/WhatsApp: +254 713 601 297 | +254 797 356 683

Include your order number and payment reference to help us assist you faster.

7. Sale and Discounted Items

Unless otherwise stated:

Only regular-priced items may be refunded.
Sale or discounted items are not normally refundable.

If a sale item arrives damaged or defective, we may offer:

An exchange,
A repair, or
Store credit, at our discretion.

8. Exchanges

We replace items if they are:

Defective,
Damaged during delivery, or
If there was an error in your order (e.g. wrong item, size, or colour sent).

To request an exchange:

Contact us at {email address} or WhatsApp: {phone number} within 30 days of delivery.
Share your order number, photos, and a short description of the issue.
We will confirm whether an exchange is possible and provide return instructions.

Exchanges are subject to product availability. If we cannot replace the item, we may offer a refund or store credit instead.

9. Gifts

If your item was marked as a gift when purchased and shipped directly to you:

You may receive a gift credit for the value of your return.
Once the returned item is received, a gift voucher or code will be sent to you.

If the item was not marked as a gift, or the order was shipped to the gift giver first:

We will send the refund to the original purchaser, and they will be informed of the return.

10. Shipping & Delivery

10.1 Shipping Locations

We currently deliver to:

{List primary locations – e.g. Nairobi and surrounding areas, and other parts of Kenya via courier}

For deliveries outside these areas or outside Kenya, please contact us to confirm availability and costs.

10.2 Processing & Delivery Times

Orders are usually processed within 2 working days after payment is confirmed.
Estimated delivery times:
- Within Kilifi: 2 days
- Other parts of Kenya: 4 days

These times are estimates. Delays may occur due to courier issues, weather, public holidays, or other factors beyond our control. We will aim to keep you updated where possible.

10.3 Delivery Fees

Delivery fees are flat rate / based on location / based on weight and will be communicated at checkout or before payment.
From time to time, we may offer free or discounted delivery for orders above a certain value e.g. KSh 2,500.

10.4 Order Confirmation & Tracking

Once your order is dispatched:

You will receive a confirmation message via SMS, WhatsApp, or email.
Where possible, we may share rider details, tracking information, or an estimated delivery time.

10.5 Failed Deliveries

Delivery may fail if:

The delivery address provided is incorrect or incomplete, or
The recipient is unavailable and cannot be reached.

In such cases, we will contact you to rearrange delivery. Additional delivery fees may apply for re-delivery.

11. Shipping Returns

To return your product, please send or deliver it to:

{physical return address}

Unless we have agreed otherwise in advance:

You are responsible for paying your own shipping or rider costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, any initial delivery costs covered by us may be deducted.

For higher-value items, we recommend:

Using a trackable shipping service, and/or
Purchasing shipping insurance.

We cannot guarantee that we will receive your returned item without proof of delivery.

12. Need Help?

For any questions about this Refund, Shipping, and Returns Policy, or to start a return or exchange, please contact us:

Email: info@wanamwanga.com
Phone/WhatsApp: +254 713 601 297 | +254 797 356 683
Postal/Physical Address: Watamu

We are here to support you and will do our best to respond within a reasonable time.