Returns & Refunds Policy
Effective date: 26 August 2026
At Keemsy PrintShop, we aim to supply every order according to the specifications agreed with the customer. This policy explains when products may be returned, replaced, or refunded.
Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded under applicable Kenyan law.
1. Return window
Customers must contact Keemsy within 7 days after delivery to request a return or report a problem.
The 7-day period applies to eligible standard products and to claims involving an incorrect, damaged, defective, or non-conforming product. Reporting within this period helps us investigate and resolve the issue promptly.
2. Standard products
A standard product is a product that has not been customised, branded, personalised, printed, altered, or manufactured specifically for the customer.
A customer may return an eligible standard product within 7 days after delivery because they changed their mind, provided that the product is:
- unused and undamaged;
- in its original condition;
- returned with its original packaging and accessories, where applicable; and
- accompanied by the relevant order or payment information.
We may decline a change-of-mind return if the product has been used, damaged after delivery, altered, or is otherwise not in a resalable condition.
3. Customised and branded products
Customised, personalised, printed, and branded products are not eligible for return merely because the customer changed their mind or no longer requires them when they were produced according to the customer's approved artwork and specifications.
This includes, without limitation:
- branded clothing;
- custom-printed materials;
- business cards;
- banners and signage;
- custom packaging;
- promotional products carrying customer branding; and
- products prepared to a customer's unique design or specifications.
This restriction does not apply where the product is incorrect, damaged, defective, or does not conform to the approved order because of an error attributable to Keemsy.
4. Artwork approval
Where artwork or design is required, Keemsy will provide the final artwork for approval before production. The customer is responsible for checking all approved content, including spelling, names, numbers, contact details, logos, images, colours, text, dimensions, and other specifications.
Keemsy will generally not be responsible for an error contained in artwork or specifications expressly approved by the customer. This does not affect responsibility for a production error that causes the finished product to differ from the approved artwork or order.
5. Incorrect, damaged, or defective products
If Keemsy supplies the wrong product, produces an order incorrectly, or supplies a product with a manufacturing, material, or production defect attributable to Keemsy, the customer should contact us as soon as possible.
After confirming the issue, Keemsy will offer an appropriate remedy, which may include:
- replacement of the affected product;
- repair, where suitable;
- reprinting or correcting the affected order; or
- a full or partial refund, as appropriate.
6. How to request a return
Contact Keemsy within the applicable return period:
Phone: +254 728 498 299
Email: info@keemsyconsult.com
Please provide:
- the order number or payment reference;
- the customer’s name and contact details;
- a description of the reason for the return or claim; and
- photographs or other evidence, where relevant.
We may request additional information or inspect the product before approving a remedy.
7. Return method
Customers should not send a product back before receiving return instructions from Keemsy.
After reviewing and accepting a return request, we will arrange one of the following:
- return to our Nairobi premises;
- collection by an agreed delivery provider; or
- another return method agreed with the customer.
The return instructions will include the applicable location, delivery arrangement, and any required reference information.
8. Return and redelivery costs
Where a return results from an incorrect product, defect, damage, or other error attributable to Keemsy, Keemsy will bear the reasonable return and replacement-delivery costs.
Where an eligible standard product is returned because the customer changed their mind or for another reason not attributable to Keemsy, the customer is responsible for the return-delivery cost. Original delivery charges are not ordinarily refundable in a change-of-mind return unless required by applicable law.
9. Refunds
Once a refund is approved, it will ordinarily be returned through the original payment method where reasonably possible. If that method is unavailable, Keemsy may process the refund through M-Pesa or another method agreed with the customer.
Approved refunds are normally initiated within 48 hours. The time taken for funds to appear after initiation may depend on the relevant bank, mobile-money provider, card network, or payment processor.
10. Contact details
Keemsy Consulting Limited
Homeland Blessed Building, 1st Floor, Room 18
Along Thika Road, Nairobi, Kenya
Phone: +254 728 498 299
Email: info@keemsyconsult.com
This policy should be read together with our Shipping & Delivery Policy, Order Cancellation Policy, Warranty Policy, and Terms & Conditions.