Customer Protection, Returns & Refunds
Kamara is a marketplace of independent Kenyan makers, but when something goes wrong you deal with Kamara — we resolve your claim first and sort out responsibility behind the scenes.
Kamara Customer Protection
Notify Kamara within 7 calendar days of delivery if your order is damaged, defective, the wrong item, or materially the wrong dimensions, colour, material or specification. Opening a claim in this window preserves it while Kamara investigates. This is a reporting window, not an unconditional change-of-mind return period. Nothing here limits rights under applicable law.
How we resolve a claim
For an approved claim Kamara coordinates repair, replacement, exchange or refund depending on the circumstances; not every claim is automatically a full refund, and a vendor cannot unilaterally block a legitimate claim.
Change of mind & custom pieces
Change-of-mind returns on ready-stock items are at the individual vendor's discretion, and you normally cover return transport. Custom and made-to-order pieces are not returnable for a change of mind once correctly produced, but remain fully protected against damage, defects and materially not-as-agreed issues.
Refunds
Once approved and any required return is complete, Kamara initiates the refund within 7 business days — to your original payment method where possible, otherwise via M-Pesa or bank transfer. Banks may add processing time.