Terms of Service

You can order two ways: pay securely online at checkout, or place a WhatsApp order that our team confirms personally. An online order is accepted once payment is confirmed; a WhatsApp order is confirmed once we verify availability and agree on delivery details with you.

Online payments are processed by Pesapal, a licensed payment provider — pay with M-Pesa, Airtel Money, Visa or Mastercard. We never see or store your card details or mobile-money PIN. All prices are in Kenya Shillings (KES) and the amount you see at checkout is the amount you are charged for the items; delivery fees below the free-delivery threshold are confirmed separately before dispatch.

We deliver same-day within Nairobi (orders before the daily cutoff) and next-day across all 47 counties via courier or matatu parcel services. Free delivery applies on qualifying orders; otherwise the fee depends on your location and is agreed before dispatch. Free pick-up is available at Nairobi CBD, Chuka Town and Limuru Town.

On retail orders we accept returns for defective items only — products that arrive damaged, faulty or not as described — reported within 3 days of delivery in new, unused condition with original packaging. We don't accept change-of-mind returns on non-defective items. Returns and exchanges are handled in store at any of our pick-up points at no restocking fee — message us on WhatsApp first. Once we receive and inspect the returned item, approved refunds are processed within 30 days to your original payment method or Havilah wallet; exchanges are for the same item or one of equal value.

Wholesale (group-buy) orders are bulk purchases, paid in full upfront and pooled toward a factory minimum — they are FINAL, with no returns, exchanges or refunds once paid. The only exception is when a pool fails to reach its minimum and we cancel it, in which case your full payment is credited back to your Havilah wallet. Goods are collected free from our Nairobi HQ once they arrive; delivery can be arranged for an additional fee. Wholesale pricing applies only when you meet a product's minimum quantity — quantities below it are charged at the normal retail price.

Creating an account is optional — guests can check out too. Account holders earn loyalty points on paid orders, redeemable for discounts at checkout. Points have no cash value, are not transferable, and are returned automatically if a paid order is cancelled or refunded. We may adjust the loyalty programme with reasonable notice.

We photograph our products carefully and describe them honestly. Colours can vary slightly with lighting and screens, and hamper contents may occasionally be substituted with items of equal or greater value when something sells out. Want extra photos before you order? Ask us on WhatsApp.

Prices and availability can change without notice, and we may decline orders we cannot fulfil or that appear fraudulent. We may update these terms from time to time — the version on this page is always the current one. These terms are governed by the laws of Kenya.