Refund Policy
Bamboo Beverages Limited
Effective Date: June 3, 2025
General Policy
We maintain a strict no-refund policy for all products once they have left our premises, except in cases of proven product defect or order fulfillment error solely attributable to Bamboo Beverages Limited.
Eligibility for Refunds
Damaged or Defective Products
- Products must be visibly damaged or defective at delivery
- Report within 2 hours with photo/video evidence
- Must include: proof of purchase, batch number, expiry date, delivery time
Note: Damages from mishandling after delivery are not eligible. Store pickups are not covered.
Incorrect Product Delivered
- Notify within 5 hours of delivery
- We arrange return and replacement after inspection
- Refunds only if product is out of stock for 45+ business days
Non-Refundable Conditions
Refunds will NOT be issued for:
- Change of mind or personal dislike
- Opened, used, or tampered products
- Customer ordering errors
- Late claims after reporting window
- Improper storage after delivery
- Insufficient evidence provided
- Third-party logistics delays
Inspection & Verification
- All claims subject to internal review
- Product return may be required at your cost
- Approved refunds processed within 14 business days
Refund Method
Approved refunds are processed through the original payment method only.
We do not issue cash refunds. No exceptions.
Order Cancellation
Once payment is confirmed, orders cannot be canceled or modified. Prepaid and bulk orders are final.
B2B Orders
Wholesale and distributor orders are subject to separate terms and are strictly non-refundable.
Force Majeure
We are not liable for refunds due to circumstances beyond our control (natural disasters, strikes, etc.).
Contact for Claims
Email Support
Primary: admin@coconutwater.co.ke
Finance: finance@coconutwater.co.ke
Business Hours
Monday – Friday
9:00 AM – 5:00 PM (EAT)
Phone numbers available on our official documents and website
All refund requests must be submitted in writing to Customer Support Department
Important: This policy may be amended at any time without prior notice.
By purchasing our products, you acknowledge that you have read, understood, and agreed to be bound by this Refund Policy.