Shipping Policy / Refunds

SHIPPING POLICY
REFUND POLICY

This page describes BOOKSLAB policy on shipping and refunds for all products purchased through this website. We strive to maintain excellent customer service and satisfaction, including a guarantee of every product as described on this website. Contact us with any queries that are not addressed below.

Shipping

  1. For all our Nairobi metropolitan customers shipping is done within 72 hours after order receipt and payment. Shipping services within the Nairobi metropolitan area are outsourced, we have partnered with BENCHMARK XPRESS DELIVERY who are timely in deliveries. We have attached their rate card for the different routes.
  2. For our clients who would wish to pick up their parcels, our Nairobi pick-up point is located at MAGIC BUSINESS CENTER, Wing A shop f36. Our Nakuru pick-up point is located at MASTERS PLAZA. Currently, we only have pick-up points in the two cities but we are working to have more pick-up points within the country.
  3. We only offer free shipping for all orders shipped directly to a partnering school. In case your school would like such services, please do get in touch with our team at sales@bookslab.co.ke or call us at +254 729 158017.
  4. We are flexible enough for our customers in case a customer feels the need to use a different shipping provider we reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors. In case you prefer this ensure you provide all the details required.
  5. Shipping times can be affected by factors over which BOOKSLAB has no control, including incorrect delivery addresses, weather, courier, natural occurrences e.g. excessive rain, man-made events e.g. violence, or calendar events e.g. back to school rush. In the event of any of these events, BOOKSLAB will advise the client accordingly.
  6. BOOKSLAB is not responsible for receiving and processing an order with an incorrect shipping address. Please check your shipping address for accuracy. Please allow for additional time for all out-of-town and upcountry orders.
  7. BOOKSLAB cannot be held responsible for any costs incurred by the purchaser or recipient of orders due to shipment failure or late delivery.

Note:

Shipping charges are always incurred by the customer thus whichever method you advise for shipping any charges incurred are paid by the customer

Refunds

You’re eligible for a refund within 2 days if you’re dissatisfied with your purchase due to an error on our part or if the product doesn’t arrive.

1. Incorrect Product / Not As Described / Damaged

You are eligible for a full refund of the purchase price, including original shipping costs, only if your return is a result of an error on our part. To receive a refund, you must return your item directly to us within 2 days of the estimated delivery date and in the same condition you received it in.

2. Product Did Not Arrive

You are eligible for a full refund of the purchase price, including shipping costs, if your product hasn’t arrived 30 days past the estimated delivery date. If the shipper/courier provides tracking information indicating the book has arrived, the return is void.

In cases where the product is returned to us for the following reasons, the refund price includes only the product price: incomplete address, unclaimed, returned to sender, or similar.

3. Other Terms & Conditions

  1. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.
  2. The item is your responsibility until it reaches us. Therefore, for your protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods.
  3. Delivery charges are only refundable where goods are faulty and a refund is made.
  4. The cost of returning the item to us is your responsibility.
  5. There are no refunds on items damaged during shipping. In that case, you must file a claim with the carrier.
  6. We currently do not support cash on delivery. Full payment must be made in advance before your order is shipped.
  7. In case of a partial or full refund, the transaction fees incurred by BOOKSLAB will be deducted from the refund amount.