Refund and Returns Policy

Our Commitment to You

At Sabora Canvas, we take pride in handcrafting high-quality canvas, leather, and outdoor products in Nairobi, Kenya. We want you to be completely satisfied with your purchase. This policy outlines how we handle returns, exchanges, and refunds.

Return Eligibility

1.1 Standard Products

You may return eligible items within 14 days of receiving your order for a refund or exchange, provided:

  • The item is unused, unworn, and in original condition
  • All original tags, labels, and packaging are intact
  • The item has not been customised or personalised
  • You provide proof of purchase (order confirmation or receipt)

1.2 Custom & Bespoke Products

Custom-made items are NON-RETURNABLE and NON-REFUNDABLE, including but not limited to:

  • Custom tents and tent installations
  • Bespoke vehicle seat covers and interior fittings
  • Custom canvas work (tarpaulins, canopies, door panels)
  • Personalised leather goods
  • Made-to-order bags with specific measurements or modifications

Reason: These items are crafted specifically to your requirements and cannot be resold. Re-adjustment, repair and/or refitment is acceptable on case-by-case basis.

1.3 Non-Returnable Items

The following items cannot be returned for hygiene, safety, or customisation reasons:

  • Washbags and toiletry bags (once opened)
  • Seat cushions and padding
  • Picnic mats and ground covers (once used)
  • Sale or clearance items marked “Final Sale”
  • Items purchased more than 14 days ago

Defective or Damaged Items

2.1 Manufacturing Defects

If your product has a manufacturing defect or arrives damaged, we will:

  • Offer a full refund or replacement at no additional cost
  • Cover return shipping costs (within Kenya)

You must notify us within 7 days of delivery by emailing [info@saboracanvas.co.ke] with:

  • Your order number
  • Photos of the defect or damage
  • A brief description of the issue

2.2 Inspection Period

We recommend inspecting your item immediately upon delivery. Claims for shipping damage must be reported within 48 hours of receipt.

How to Initiate a Return

Step 1: Contact Us

Email [info@saboracanvas.co.ke] or call (+254) 750 848 469 with:

  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer a refund or exchange

Step 2: Receive Return Authorization

We’ll review your request and provide:

  • Return authorization (if approved)
  • Return instructions
  • Return address (if applicable)

Do not send items back without authorization – unauthorized returns may not be processed.

Step 3: Ship the Item

  • Pack the item securely in its original packaging (if possible)
  • Include a copy of your order confirmation
  • Ship to the provided return address

Note: Customers are responsible for return shipping costs unless the item is defective or we made an error.

Step 4: Receive Your Refund or Exchange

  • Refunds are processed within 5-7 business days after we receive and inspect the returned item
  • Exchanges are shipped within 3-5 business days after inspection

Refund Methods

Refunds will be issued to your original payment method:

Payment Method Refund Timeline
M-Pesa 3-5 business days
Credit/Debit Card 5-10 business days (depending on bank)
Bank Transfer 5-7 business days

 

Note: Refund processing times may vary depending on your financial institution.

Partial Refunds

We may issue partial refunds in the following cases:

  • Item shows obvious signs of use or wear
  • Item is damaged due to misuse (not manufacturing defect)

Exchanges

Depending on circumstances, we gladly offer exchanges for:

  • Different size (if applicable)
  • Different colour or style (subject to availability)
  • Equivalent product of the same value

Exchange Process:

  • Contact us using the return process above
  • Specify your preferred replacement item
  • We’ll arrange the exchange once we receive your original item

Exchanges are subject to product availability. If your preferred item is out of stock, we’ll offer a refund or equivalent credit note to allow u to shop at a future date.

Credit Note

If you prefer, we can issue a credit note instead of a refund:

  • Credit note never expires
  • Can be used on any future purchase
  • Issued as a unique code sent via email

Shipping Costs & Responsibilities

7.1 Return Shipping (Customer’s Responsibility)

  • You are responsible for return shipping costs unless the item is defective or damaged
  • We recommend using a trackable shipping service
  • Sabora Canvas is not responsible for items lost or damaged during return transit

7.2 Nairobi-Based Customers

Customers in Nairobi may:

  • Drop off returns at our Karen Park showroom during business hours
  • Arrange a pickup (additional fee may apply)

7.3 International Returns

International customers are responsible for:

  • All return shipping costs
  • Any customs duties or taxes incurred during return
  • Ensuring the item clears Kenyan customs

Damaged or Lost Shipments

8.1 Lost Packages

If your order is marked as delivered but you haven’t received it:

  • Contact us within 48 hours
  • We’ll work with the courier to locate your package
  • If the package cannot be located, we’ll issue a replacement or refund

8.2 Damaged During Shipping

If your package arrives damaged:

  • Do not refuse the delivery – accept it and document the damage
  • Take photos of the packaging and damaged item
  • Contact us within 48 hours with photos and your order number
  • We’ll file a claim with the courier and arrange a replacement or refund

Warranty Information

Sabora Canvas products are built to last. While we do not offer a formal warranty, we stand behind our craftsmanship:

  • Manufacturing defects will be repaired or replaced free of charge (at our discretion)
  • Warranty claims must be made within 6 months of purchase
  • Normal wear and tear is not covered
  • Damage from misuse, accidents, or improper care is not covered

To file a warranty claim:

  • Email info@saboracanvas.co.kewith photos and proof of purchase
  • Describe the issue in detail
  • Our team will assess and respond within 3-5 business days

Cancellations

10.1 Standard Orders

  • You may cancel your order before it ships for a full refund:
  • Email info@saboracanvas.co.keimmediately
  • Include your order number and request cancellation
  • If the order has already shipped, standard return policies apply

10.2 Custom Orders

Custom/bespoke orders cannot be cancelled once production has begun.

You may cancel custom orders:

  • Within 24 hours of order confirmation (full refund)
  • Before production begins (minus a 20% design/admin fee)
  • After production begins (non-refundable)

Contact Information

For Returns, Exchanges, or Questions:

Email: info@saboracanvas.co.ke
Phone: (+254) 750 848 469
Address: Sabora Canvas, Karen Park, Opposite St. Christopher’s International School, Nairobi, Kenya
Business Hours: Monday–Friday, 8:00 AM – 5:00 PM | Saturday, 9:00 AM – 3:00 PM

Response Time: We aim to respond to all inquiries within 24-48 hours (excluding weekends and public holidays).

Policy Updates

Sabora Canvas reserves the right to update this Returns & Refund Policy at any time. Changes will be posted on this page with an updated “Last Updated” date.

Your continued use of our website and services after changes are posted constitutes acceptance of the updated policy.