Shipping & Returns Policy

This Shipping & Returns Policy ("Policy") outlines the terms and conditions regarding shipping, delivery, returns, and refunds for products purchased from BWholefoods, a Kenyan-based online food and healthy food store ("BWholefoods", "we", "us", or "our"). By placing an order with us, you agree to be bound by this Policy.

Shipping:

Delivery Zones: Our delivery services extend across all regions of Kenya, facilitated through partnerships with G4S, Posta, and Wells Fargo. Standard charges from these providers apply.
Delivery Times: We aim to dispatch orders promptly, and delivery times may vary depending on your location and other factors beyond our control. Estimated delivery times are provided for guidance purposes only and are not guaranteed.
Delivery Address: It is your responsibility to provide accurate and complete delivery information, including the recipient's name, address, and contact details. We are not liable for any delays or failed deliveries resulting from inaccurate or incomplete information provided by you.
Delivery Confirmation: Once your order has been dispatched, you will receive a confirmation email containing tracking information, if available, to monitor the status of your delivery.
Delivery Pricing: We collaborate with trusted courier companies in Kenya, and their standard charges are applicable

Returns & Refunds:

Return Eligibility: We accept returns for products purchased from BWholefoods within 30 days of the purchase date. To be eligible for a return, the product must be unused, in its original packaging, and in the same condition as received.
Return Process: To initiate a return, please contact our customer service team at contact@bwholefoods.com with your order details and reason for the return. Our team will provide you with further instructions on returning the product.
Refunds: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within a reasonable timeframe, and a credit will automatically be applied to your original method of payment.
Return Shipping: You will be responsible for paying the shipping costs for returning the product. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Damaged or Defective Products: If you receive a damaged or defective product, please contact us immediately upon receipt. We will arrange for a replacement or refund, as appropriate, upon verification of the issue.

General:

Policy Updates: We reserve the right to update or modify this Policy at any time without prior notice. By continuing to use the Site or purchase products from BWholefoods after any such changes, you agree to be bound by the updated Policy.
Contact Us: If you have any questions or concerns about this Policy, please contact us at contact@bwholefoods.com.

Last updated: [25/02/2024]