We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at crag-cramped.0z@icloud.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at crag-cramped.0z@icloud.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at crag-cramped.0z@icloud.com.

Refund and Returns Policy

Our Commitment

At Tembea Nami, every design celebrates a story about Kenya. We want you to be happy with your purchase, and we will work with you to resolve any issues with your order.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Include your order number, a description of the issue, and clear photographs where applicable. We will review your claim and, where appropriate, arrange a replacement, repair, refund or other suitable resolution.

Change-of-Mind Returns

Our products are printed to order. If you change your mind after ordering, please contact us as soon as possible. We cannot guarantee that an order can be cancelled or changed once printing has started.

Any return or refund request will be assessed in accordance with applicable Kenyan consumer-protection laws. Nothing in this policy limits any rights you may have under those laws.

Incorrect Sizes or Product Selection

Please review the size guide, colour options and product details carefully before ordering. If you receive the item you selected but it does not fit as expected, contact us to discuss the available options.

Refund Processing

Where a refund is approved, we will explain the refund method and expected processing time. Refunds will generally be returned through the original payment method where possible. For manual M-Pesa payments, we may arrange the refund directly through M-Pesa after confirming the original transaction.

Order Cancellations

Contact us promptly if you need to cancel an order. Cancellation may not be possible once printing or fulfilment has begun.

Contact Us

For refund, return or order-related questions, please contact Tembea Nami through the contact details on our website.