Cancellation Policy

Cancellation by you

We do not offer order cancellation. Once an order is placed it enters preparation immediately, and our pieces are picked and packed by hand in small batches — reversing that reliably is not something we can promise, so we do not claim to.

This applies to both prepaid and Cash on Delivery orders, and there is no cancellation window.

Cash on Delivery advance

Cash on Delivery orders require 30% of the order value to be paid online before we dispatch. The rest is paid in cash to the delivery agent. You are shown both figures at checkout before you pay.

This advance is not refundable if the order is cancelled or if you refuse the parcel at the door. It covers the cost of picking, packing and shipping a parcel that then travels back to us, which we pay whether or not the parcel is accepted.

The advance is refunded in full, along with anything else you paid, if the item reaches you damaged, faulty or not as described. In that case our Return & Refund Policy applies and you are not out of pocket.

Cancellation by us

We may cancel an order if an item turns out to be unavailable, if the delivery address cannot be served, or if we cannot reach you to confirm it. Where we cancel for a reason of our own, anything you have paid — including the Cash on Delivery advance — is refunded in full to the original payment method.

What to do instead

If you ordered the wrong item, the wrong option, or no longer want your order, wait for it to arrive and then read our Return & Refund Policy. Returns are accepted within 3 days of delivery where the conditions in that policy are met.

If the delivery address is wrong, email kaziragohona@gmail.com with your order number as soon as possible. We cannot guarantee a change, but if the parcel has not yet been handed to the courier we will try.

Cancellation by us

We may cancel an order, in whole or in part, if:

• the item is out of stock or was listed in error;
• a pricing error occurred and the listed price was clearly incorrect;
• we cannot deliver to the address provided;
• payment could not be completed or verified, or we reasonably suspect fraud.

If we cancel an order you have already paid for, you receive a full refund of the amount paid, including any delivery charge. We will email you to explain what happened.

Refused or undelivered Cash on Delivery orders

If a Cash on Delivery order is refused at the door, or delivery fails after repeated attempts, the parcel is returned to us. Because Cash on Delivery costs us shipping in both directions, we may decline to offer that payment method on future orders to the same address.