Thank you for choosing to shop with Robella Mart. Please take a moment to read through our terms and conditions before making a purchase.

1. Payment: We accept payment via secure payment platforms such MPesa and Bank Transfer. Payment must be made in full before we can process and dispatch your order.
   1. 1.1 If you choose to pay via MPESA, simply select the MPESA option during checkout and follow the instructions provided. You will be required to enter your MPESA phone number and confirm the payment on your mobile phone.
   2. 1.2. If you choose to pay via bank transfer, please ensure that you include your order number in the transaction reference. Once the payment is confirmed, we will process and dispatch your order within 24 hours.
   3. 1.3 Please note that if you choose to pay via bank transfer, it may take 1-3 business days for the payment to reflect in our account, and we will only process and dispatch your order once the payment has been confirmed

2. Shipping: We offer fast and reliable shipping to all parts of Kenya. Orders are processed and dispatched within 24 hours of payment confirmation. Please note that shipping costs may vary depending on the weight and size of your order.

3. Returns: We have a hassle-free return policy. If you are not satisfied with your purchase, you can return it within 7 days of delivery for a refund or exchange. The item must be in its original condition and packaging, and the customer is responsible for the return shipping costs. Please see read our return policy for full details.

4. Privacy: We take your privacy seriously and will never share your personal information with third parties.

5. Bespoke Customer Requests: We offer bespoke customer requests on order. However, please note that we cannot guarantee that we will be able to source the product you are looking for.

6. Placing an Order

The customer must complete all the necessary technical steps required to complete the order online.

6.1. Register for an account

6.2. Log into the account on checkout

6.3. Provide a valid delivery address

6.4. Pay online using the payment methods provided

6.5. Agree to our terms and conditions

6.6. Confirm the order

7. Order Cancellations

7.1. If you wish to cancel an order, please contact our customer service team as soon as possible, and we will do our best to assist you.

7.2. Please note that if your order has already been processed and dispatched, we may not be able to cancel it. In such cases, you may need to return the item once you receive it, in accordance with our return policy.

7.3. If you cancel an order before it has been processed, we will issue a full refund to the original payment method used to make the purchase. However, if the order has already been processed, we may deduct a cancellation fee from the refund amount to cover any costs incurred in processing the order.

7.4.We reserve the right to cancel an order at any time for any reason, and we will notify you as soon as possible if this occurs. If we cancel your order, we will issue a full refund to the original payment method used to make the purchase.

8. Returns Policy

If for any reason you are not satisfied with your purchase, you can return it within 7 days of delivery for a refund or exchange. However, please note the following conditions:

1. The item must be in its original condition and packaging.
2. The item must be returned with all accessories and documents that came with it.
3. The customer is responsible for the return shipping costs unless the item is faulty or damaged.\
4. Refunds will be issued to the original payment method used to make the purchase.
5. Bespoke customer requests cannot be returned unless they are faulty or damaged.
6. To initiate a return, please contact our customer service team via sales@robellamart.com with your order number and reason for return. We will provide you with a return address and further instructions on how to proceed.
7. Once we receive the returned item, we will inspect it to ensure that it meets our return policy conditions. We will then process your refund or exchange within 7 days of receiving the item.
8. The customer must inspect the goods immediately upon receipt and inform us via email or phone within 7 working days for any defective or damaged goods, incorrect quantities or incorrect items received. After this specified time limit, we are not liable to
   1. Make available the shortages
   2. Replace the defective or damaged goods
   3. Release the funds for the goods reported
   4. Refund or credit the damages or shortages
   5. Non – returnable products

9. Non - Returnables

We may mark some products non-returnable. In this instance, the return policy does not apply and we are unable to accept returns for these product. Therefore we are unable to offer an exchange or refund on these products.

10. Delivery

We can only deliver goods to the address provided by the customer when placing the order. The customer must make reasonable endeavours to meet the delivery arrangements and take the delivery once the goods have been dispatched. (Signature required up on delivery)

10.1. The customer must be present at the premises to receive the delivery (provide a signature if requested) and respond promptly to any redelivery communication from the delivery company. We do not offer a guaranteed next day delivery, redelivery attempts, or any specific time slots as all delivery companies have their own operational infrastructures.

10.2. We use different couriers depending on the delivery location, product restrictions, and size/volume/weight of the parcel. The delivery can be attempted by the delivery company anytime between 7am to 8pm on weekdays. The courier companies determine the delivery times that are beyond our control.

10.3. We cannot be held responsible for any losses, damages, expenses or costs incurred due to incorrect delivery address provided by the customer or diversion of delivery upon a non-delivery. (e.g. Delivery to a neighbour or another address)

10.4. Once the goods have been delivered to the address as per customer's instructions, we are not responsible for the loss or destruction of the goods.

10.5. In the event of a non-delivery and the parcel is redirected back to us, we will advise the customer via email or phone. The customer is responsible for all collection & redelivery costs. If the order is cancelled under these circumstances, it will incur 20% cancellation charge.