Shipping policy

Refund Policy

KaribuNest Operated by NeuraLunk Digi-Tech

Last updated: 7 September 2026 Effective from: 7 September 2026

1. About this policy

This Refund Policy explains when we refund money, how much we refund, how the refund reaches you, and how long it takes. It covers our print-on-demand physical goods and our digital products.

It is operated by NeuraLunk Digi-Tech, a business registered in the Republic of Kenya under registration number [BUSINESS REGISTRATION NUMBER], trading as KaribuNest.

Contact for all refund matters: support@karibunest.com

This policy sits alongside our Terms and Conditions, Shipping Policy, Return Policy and Privacy Policy. It expands on sections 10, 11 and 12 of the Terms and should be read with them.

Precedence. As set out in section 2 of the Terms, where this policy and the Terms conflict on a refund question, this policy governs that question. Where either conflicts with your non-waivable statutory rights, your statutory rights prevail (see section 17 below).

Version in force. The version of this policy published at the moment you place an order is the version that applies to that order. Later changes are not applied retroactively.

2. Refunds at a glance

Situation	Outcome	Window to contact us	Who pays return postage
Cancel before production starts	Full refund, including shipping	As soon as possible after ordering	No return needed
Cancel after production starts, before dispatch	Usually not possible; statutory rights in §5 unaffected	As soon as possible	No return needed
Change of mind after delivery (right of withdrawal)	Price + standard outbound shipping	14 days from delivery	You
Made-to-order or personalised item, change of mind	Not refundable (§5.2)	—	—
Faulty, damaged, misprinted or wrong item	Free reprint or full refund, including shipping	30 days from delivery	We do
Parcel lost in transit	Free reprint or full refund	30 days from last estimated delivery date	No return needed
Wrong address supplied by you, returned to sender	Refund less outbound shipping and return or handling costs charged to us	On carrier notification	You, in effect
Delivery refused over unpaid import charges	Refund of product price only, and only if goods come back resaleable	On refusal	You, in effect
Digital product, download already begun	Not refundable, except under §8.3	—	—
Digital product not delivered or file corrupt	Redelivery, or full refund if unresolved	14 days from purchase	—
We cancel, decline or cannot fulfil your order	Full refund of everything paid	We contact you	No return needed
Order shipped outside our delivery territories	Full refund	We contact you	No return needed
Pricing error you decline to confirm	Full refund	We contact you	No return needed

This table is a summary for convenience. The detailed sections below govern.

3. Definitions

Business day — Monday to Friday, excluding public holidays in Kenya.

Production has started — our print provider has accepted the job into its production queue, which includes pre-press, file preparation, printing, cutting, embroidery or sublimation. Because we hold no stock (Terms §5.1), production commonly begins within a few hours of order confirmation, and frequently on the same day.

Dispatch — the moment the parcel leaves the print provider's facility and a carrier accepts it.

Made-to-order — printed on demand from our catalogue after you order. All our physical goods are made-to-order.

Personalised — carrying a name, date, photograph, custom text or uploaded artwork that you supplied.

Standard outbound delivery charge — the delivery charge for our cheapest standard shipping option for that destination, whether or not you selected it.

Print tolerance — the normal variation inherent to printing, described in Terms §5.2 and section 6.4 below.

Original payment method — the card, wallet, bank instrument or mobile money account used at checkout, through DPO Pay or another processor shown at checkout.

4. General refund principles

These apply to every refund under this policy.

1. Currency. All refunds are calculated and issued in United States Dollars (USD), the currency in which our prices are displayed and payment was taken.
2. Original payment method only. Refunds go back to the original payment method. We cannot refund to a different card, a different account, a different person, or by cash, cheque or bank transfer, except where the original method has been closed and the processor confirms the refund cannot be routed to it. We do not use refunds to move money between payment methods.
3. No cash alternative to store credit, and no forced credit. Where you are entitled to a refund we will not require you to accept store credit or an exchange instead. Where we offer a goodwill credit you are free to decline it and take the outcome you are entitled to.
4. Exchange rates and fees. Your bank or issuer sets the rate at which a USD refund converts into your local currency, and may charge a conversion fee. That rate may differ from the rate applied when you paid. As stated in Terms §6.1 and §11.5, we do not control these charges, do not reimburse them, and are not responsible for loss caused by exchange rate movement between payment and refund.
5. Payment processor fees. We absorb our own processing fees on refunds. We do not deduct them from what we owe you.
6. Taxes. Where sales tax or VAT was collected at checkout, it is refunded in proportion to the refunded amount.
7. Import duties. Duties, customs charges, clearance and brokerage fees levied by a destination country are not collected by us unless stated at checkout, and are not ours to refund (Terms §6.4). Where you have paid them, recovery is a matter between you and the relevant authority or carrier.
8. Partial orders. Where an order contains several items, a separate contract is formed for each item as it ships (Terms §7). Refund decisions are made item by item. Shipping is refunded in full where the whole order fails, and pro rata where only part of it does.
9. Evidence. For any claim involving a fault, damage, misprint or non-delivery, photographic or carrier evidence is required. This is a condition our print providers impose before authorising a reprint or credit, and we cannot waive it.
10. One remedy per item. You may not receive both a reprint and a refund for the same item, unless the reprint also fails.

5. Cancelling before dispatch

5.1 Before production starts

Email support@karibunest.com with your order number and the word CANCEL in the subject line, as quickly as possible after ordering. If production has not started, we cancel free of charge and refund everything you paid, including shipping and tax.

We will confirm in writing whether the cancellation succeeded. Because production is automated and often begins within hours, we cannot guarantee that a cancellation request will arrive in time, even if you send it promptly.

5.2 After production starts

Once a print provider has accepted the job we usually cannot stop it, and the blank and the printing are already consumed. In that case we will:

• decline the cancellation and let the order ship; or
• where the provider does allow a stop, refund you in full less any production cost already charged to us, which we will itemise for you before processing.

Your statutory right to cancel after delivery, in section 6, is not affected by a refused pre-dispatch cancellation.

5.3 Changing an order

Address corrections, size changes and design changes are all treated as cancellations under this section. We cannot amend a job in production, and we cannot reroute a shipment after dispatch (Terms §9).

6. Change of mind after delivery: the 14-day right of withdrawal

6.1 Your right

You have 14 days to cancel and return a physical item without giving a reason. The period runs from the day you, or someone you nominated, took physical possession of the goods, and where an order arrives in several shipments, from receipt of the last item (Terms §11.1).

6.2 What is excluded

The right of withdrawal does not apply to:

• goods made to your specifications or clearly personalised — items carrying a name, date, photograph, custom text or artwork you supplied;
• goods sealed for health protection or hygiene reasons where the seal was broken after delivery; or
• digital content, once download has begun with your prior express consent and your acknowledgement that you lose the right of withdrawal. You give both at checkout.

Choosing a size, a colour or an existing catalogue design does not make an item personalised, and does not remove your right of withdrawal (Terms §11.2).

6.3 How to exercise it

1. Email support@karibunest.com before the 14 days expire, with your order number and which items you are returning. You may use the model form in Annex B, but a plain email is enough.
2. Wait for our reply. We will send you the correct return address within 2 business days. Return addresses differ by print provider and destination. Do not return anything to our registered office in South C, Nairobi — we do not accept returns there and cannot retrieve parcels sent to it (Terms §1, §11.6).
3. Post the goods within 14 days of telling us.
4. Keep your tracking number and send it to us. Proof of return starts the refund clock even before the parcel arrives.

Sending goods back without notifying us first is not sufficient and unannounced returns may not be processed or refunded.

6.4 Condition of the goods

You may handle the goods as you would in a shop: enough to establish their nature, characteristics and function. Trying a garment on over clothing is within that. Wearing it out, washing it, printing over it, altering it or removing tags is not.

You are liable for diminished value resulting from handling beyond what is necessary. We apply this as follows, and will always explain any deduction in writing before issuing the refund:

Condition on arrival	Deduction from the product price
Unworn, tags intact, resaleable	None
Tags removed, otherwise unworn and clean	Up to 20%
Worn beyond trying on, light odour, marks or pet hair	Up to 50%
Washed, stained, altered, damaged, or with broken hygiene seal	Up to 100%

The following are not defects and do not entitle you to a return at our cost, though they are within the right of withdrawal if the item is not personalised:

• Colour difference between your screen and the print. Screen calibration, ambient light and fabric all affect appearance.
• Print placement variation of up to approximately 0.5 inch (1.3 cm) between individual items.
• A mockup image differing from the item received. Mockups are digital representations, not photographs.
• Sizing or fit not matching your expectation. Sizes vary between garment brands and blanks, and the size guide on each product page governs. A fit preference is not a product defect (Terms §5.2).

6.5 Return postage

You bear the direct cost of returning the goods under this section. We recommend a tracked service. We are not responsible for returns lost in transit, and a return we never receive, with no proof of posting, cannot be refunded (Terms §11.4).

Where the item is faulty, damaged or not what you ordered, section 7 applies instead and we bear the return cost.

6.6 What you get back

We refund the price you paid for the returned items, plus the standard outbound delivery charge.

• If you paid for expedited or upgraded delivery, we refund the standard rate only, and you bear the difference.
• If you return part of an order, we refund the returned items in full but retain the outbound shipping, since the shipment was still required for the items you kept.
• Any discount, promotional code or bundle price is applied proportionally across the order, so a partial return refunds the discounted price actually paid for those items, not the list price.
• Where a free-shipping threshold no longer applies after a partial return, we may deduct the shipping that would have been charged on the retained items.

6.7 When you get it

Within 14 days of the earlier of us receiving the goods back or you supplying proof of return (Terms §11.5). In practice we process most refunds within 3 business days of the return being scanned in.

7. Faulty, damaged, misprinted or incorrect items

7.1 What qualifies

• The item arrived damaged or broken.
• The print is defective: cracked, peeling, blurred, off-centre beyond the 0.5 inch tolerance, mirrored, cut off, or the wrong colourway.
• The wrong item, size or design was sent.
• Part of the order is missing from a parcel recorded as delivered complete.
• The item failed in normal use in a way inconsistent with a properly made product.

7.2 Window

Contact us within 30 days of delivery (Terms §12). Reports after 30 days are assessed under your statutory rights in section 17, not under this section.

7.3 What to send us

• your order number;
• a description of the problem;
• clear photographs of the item, showing the whole item and a close-up of the defect;
• a photograph of the shipping label and packaging, where the item arrived damaged; and
• for a missing item, a photograph of the parcel and its contents as received.

Photographs are mandatory because our print providers require them to authorise a reprint (Terms §12). We cannot progress a claim without them.

7.4 What we do

We will assess and reply within 2 business days, and reach a decision within 5 business days of receiving your photographs. You may choose:

• a free reprint, shipped to you at our cost by standard delivery; or
• a full refund of the item price and its share of shipping.

We will not ask you to return a faulty item at your own cost. Usually we do not ask for it back at all. Where a return is required, we pay for it, either by sending a prepaid label or by reimbursing tracked postage you have paid, on receipt of the receipt.

If a reprint also arrives defective, you may take a full refund, and we will refund the whole order including shipping.

8. Digital products

8.1 The general rule

Digital products are delivered electronically after payment clears. Once download has begun with your express consent, given at checkout, the right of withdrawal is lost and the purchase is not refundable (Terms §5.4, §11.2). This is because the file cannot be returned and its value is not recoverable once delivered.

8.2 We do not refund for compatibility

You are responsible for checking that your device and software can open the file format described on the product page. We do not refund a correctly delivered file because you cannot open it (Terms §5.4). We will help you troubleshoot, and will supply the file in an alternative format where one exists.

8.3 When we do refund a digital product

• Non-delivery. The download link or email never arrived, and we cannot deliver it within 5 business days of you reporting it.
• Corrupt or incomplete file. The file will not open on any compatible system, and we cannot supply a working replacement.
• Wrong product delivered, and the correct one is not supplied.
• Materially not as described. The content differs substantially from the product page in a way that is not a matter of taste or expectation.
• Verified duplicate purchase of the same product within 30 days, where the second copy has not been downloaded.
• Unauthorised purchase confirmed under section 12.

Report any of these within 14 days of purchase, at support@karibunest.com. We will always attempt redelivery or repair first, and refund if that fails.

8.4 Licence consequences

A refunded digital product means the licence in Terms §13.3 terminates. You must delete all copies, including printed copies made for personal use, and access to the download link is revoked. Continued use after a refund is a breach of that licence.

9. Delivery failures

9.1 Parcels lost in transit

If tracking has not shown delivery, contact us within 30 days of the last estimated delivery date for that shipment. We will open a claim with the carrier. Carriers will not usually declare a parcel lost until it is overdue by:

• 15 business days for domestic deliveries within the United States; or
• 30 business days for deliveries within Africa or the European Union, and any cross-border shipment.

Once the carrier declares the parcel lost, or those periods pass without resolution, we will send a free reprint or a full refund including shipping, at your choice. We do not wait for the carrier to pay us before making you whole.

9.2 Tracking says delivered but you have not received it

Report it within 7 days of the delivery scan. We ask you to check with everyone at the address, any concierge or mailroom, neighbours, and the immediate surroundings, and to ask the carrier for the proof-of-delivery record and GPS scan location. Where the carrier confirms delivery to the address you supplied, risk has passed to you (Terms §9) and we are not obliged to refund. We will nonetheless pursue a carrier claim where the proof of delivery is weak or contradictory, and will reprint at our discretion as a goodwill measure where the evidence is genuinely inconclusive.

9.3 Delays

Delivery estimates are estimates, not guarantees. A late parcel is not by itself grounds for a refund, and we are not liable for delays caused by carriers, customs, weather, industrial action or other matters outside our reasonable control (Terms §9). Where a shipment is delayed so far beyond its estimate that it is effectively undeliverable, section 9.1 applies. Where you no longer want a delayed parcel that has not arrived, we will treat your message as a withdrawal notice under section 6 and refund on its return.

9.4 Incorrect or incomplete address

You are responsible for the accuracy of your delivery address and we cannot reroute after dispatch (Terms §9). If a parcel is returned to sender because the address was wrong, incomplete or undeliverable, you may choose:

• a reshipment at your cost, once we hold a corrected address; or
• a refund of the product price, less outbound shipping and any return, storage or handling costs charged to us.

Where the returned goods are destroyed rather than sent back, section 9.6 applies.

9.5 Refused, unclaimed or abandoned parcels

A parcel refused at the door, or left unclaimed at a pickup point or customs facility until it is returned or destroyed, is treated under section 9.4. Where you refuse delivery because of unpaid import duties, we can refund the product price less shipping and any costs charged back to us, and only if the goods actually return to the print provider in resaleable condition (Terms §6.4).

9.6 Goods destroyed instead of returned

Made-to-order items are frequently destroyed by carriers rather than returned, because they cannot be resold. Where the goods are destroyed and not returned to the print provider, no refund is possible under sections 9.4 or 9.5 (Terms §6.4). This is the single most common reason a refund is refused, and it is why an accurate address and prompt payment of import charges matter.

10. Orders we cancel, decline or cannot fulfil

In each case below we refund everything you paid, including shipping and tax, to the original payment method, and we do not charge a fee.

• We decline your order under Terms §7, in whole or in part.
• The product cannot be produced. Blanks, colours and sizes can become unavailable at short notice. We will contact you and offer a replacement, a partial refund, or cancellation of the affected item (Terms §5.3).
• Pricing or description error. You may confirm at the corrected price or cancel for a full refund (Terms §6.2).
• Delivery address outside our territories. We ship physical goods only to the United States, countries in Africa, and EU member states. Orders for delivery elsewhere are cancelled and refunded in full (Terms §9.1).
• Payment declined, reversed or flagged by fraud screening.
• Order placed by a minor. Where we believe an order was placed by someone under 18, or under the age of majority where they live, we cancel and refund (Terms §3).
• Supply would breach law or sanctions.
• Events outside our control. Where such an event continues for more than 30 days, either of us may cancel the affected order and we refund anything not delivered (Terms §20).

Where we cancel after part of an order has shipped, we refund the unshipped items and their share of shipping.

11. How refunds are calculated

Worked examples, all figures illustrative.

Example A — full withdrawal. You paid $32.00 for a hoodie plus $8.00 standard shipping. You return it unworn within 14 days at your own cost of $6.50. We refund $40.00. Your net cost is the $6.50 return postage.

Example B — expedited delivery. Same order, but you paid $18.00 for express shipping where standard was $8.00. We refund $32.00 plus $8.00 = $40.00. The $10.00 upgrade is not refunded.

Example C — partial return. You paid $64.00 for two shirts plus $10.00 shipping and returned one. We refund $32.00. Shipping stays with us because the shipment was needed for the shirt you kept.

Example D — misprint. You paid $28.00 plus $8.00 shipping and the print is off-centre by 2 inches. We refund $36.00, or reprint free of charge. No return is required at your cost.

Example E — refused for duties. You paid $45.00 plus $12.00 shipping and refused delivery over a $19.00 customs bill. The goods return resaleable. We refund $45.00. Shipping and the duty are not refunded. Had the goods been destroyed, no refund would be due.

Example F — worn return. You paid $30.00 plus $8.00 shipping and return the item washed. We may refund as little as $8.00, being shipping only, with the deduction explained in writing.

12. Unauthorised and disputed payments

If you see a KaribuNest charge you did not authorise, email support@karibunest.com immediately. We will investigate, cancel the order where it has not shipped, and refund a confirmed unauthorised transaction in full.

Please contact us before opening a chargeback. We can almost always resolve a billing problem faster, and at less cost to both of us, than a card scheme dispute (Terms §8). Opening a chargeback does not extinguish your rights under this policy, but while a dispute is open with your bank we will pause our own refund on the same transaction, to avoid refunding you twice. If a payment is reversed, charged back or fails after we have shipped, we may suspend your account and seek recovery of the amount owed together with reasonable costs.

13. Method and timing of refunds

Stage	Target
We acknowledge your claim	2 business days
We decide a fault or damage claim	5 business days from receiving photographs
We issue a withdrawal refund	Within 14 days of receiving the goods or proof of return; usually 3 business days
We issue a refund we owe on cancellation or non-fulfilment	3 business days of the decision

Once we issue a refund, the time it takes to appear depends on your provider, not on us:

• Cards — typically 5 to 10 business days to post, and it may appear on your next statement rather than immediately.
• Mobile money and wallets — typically 1 to 5 business days.
• Bank-debit instruments — up to 15 business days in some markets.

We will send you the refund reference on request so you can trace it with your provider. We do not control and are not responsible for delays inside your bank or payment provider (Terms §11.5).

14. Reprints and exchanges

• A reprint is our default remedy for faults, damage, misprints and losses in transit. It is free, shipped standard, and does not extend or restart your 14-day withdrawal period, which continues to run from the original delivery.
• We offer one free reprint per affected item. Where a reprint also fails, take a full refund under section 7.4.
• We do not operate a size or colour exchange service, because we hold no stock. To change size or colour, return the item under section 6 for a refund and place a new order. Both the return postage and the new order are at your cost, since a fit preference is not a defect.

15. Goodwill

We may occasionally offer a partial refund, a discount code or a free reprint in situations where this policy does not strictly require it, for example a badly delayed parcel that did eventually arrive, or a print that is within tolerance but visibly poor.

Goodwill is discretionary, is offered case by case, does not set a precedent, and does not waive any term of this policy or of the Terms. You are free to decline a goodwill offer and insist on the outcome this policy or the law gives you.

16. Misuse of this policy

Our refund process runs on trust, and photographic evidence rather than returned goods. To keep it that way we may decline a claim, refuse future orders, or suspend or close an account (Terms §4, §21) where we reasonably believe there has been:

• a claim for a fault, damage or non-delivery that is knowingly false;
• an altered, reused or misrepresented photograph, or a photograph of a different item;
• a repeated pattern of non-delivery or damage claims inconsistent with normal carrier performance;
• a chargeback raised on goods received and kept, without contact first;
• a withdrawal claimed on goods deliberately worn, washed or damaged in order to return them;
• a refund taken on a digital product whose file continues to be used or has been redistributed; or
• ordering, refunding and reordering in a pattern designed to obtain goods without paying.

Declining a claim under this section does not affect your statutory rights, and we will always tell you why we have declined and what evidence would change the outcome.

17. Your statutory rights

This policy is in addition to your legal rights and does not limit them. In particular:

• EU and EEA customers have a legal guarantee of conformity of at least two years under Directive (EU) 2019/771, which is separate from and longer than the 30-day window in section 7, and the right of withdrawal in section 6 reflects Directive 2011/83/EU.
• Kenyan customers have rights under the Consumer Protection Act, 2012.
• Customers elsewhere retain the consumer rights available under the law of their country of residence.

Nothing in these Terms or this policy removes or reduces those rights. Where a limitation here would conflict with them, your statutory rights prevail to the extent of the conflict (Terms §12, §17).

18. Disputes

Please raise any refund dispute with us first, at support@karibunest.com. We aim to respond to all enquiries within 2 business days and most disagreements are resolved directly.

If we cannot resolve it informally, this policy is governed by the laws of the Republic of Kenya and the courts of Kenya have non-exclusive jurisdiction. If you are a consumer, that choice of law does not deprive you of the protection of the mandatory rules of the country where you habitually reside, and consumers resident in the EU or EEA keep the right to bring proceedings in their own courts (Terms §22).

Consumers in the European Union may also refer a dispute to a national consumer authority or an approved alternative dispute resolution body in their country of residence.

19. Records

We keep refund correspondence, claim photographs and refund references for as long as needed to administer the claim, meet our tax and accounting obligations, and defend a dispute. Handling of personal data is described in our Privacy Policy, and processed in accordance with the Kenyan Data Protection Act, 2019 and, where applicable, the EU General Data Protection Regulation.

20. Changes to this policy

We may update this policy at any time. The version in force when you placed your order governs that order, and changes are not retroactive. Material changes will be reflected in the "Last updated" date at the top.

21. Contact

NeuraLunk Digi-Tech (trading as KaribuNest) Email: support@karibunest.com Registered address: South C, Nairobi, Kenya Business registration number: [BUSINESS REGISTRATION NUMBER]

We do not operate a physical retail location, do not accept walk-in visitors, and do not accept returns delivered to the registered address. All refund correspondence should go to the contact email.

We aim to respond to all enquiries within 2 business days.

Annex A — Decision matrix

Question	Yes	No
Is the item faulty, damaged, misprinted or wrong?	Section 7. Free reprint or full refund. We pay any postage.	Next question.
Did the parcel fail to arrive?	Section 9. Reprint or full refund once the carrier position is established.	Next question.
Is it a digital product?	Section 8. Not refundable once download has begun, except under §8.3.	Next question.
Is it personalised or made to your specification?	Section 6.2. No right of withdrawal. Faults still covered by section 7.	Next question.
Are you within 14 days of delivery?	Section 6. Refund of price plus standard outbound shipping. You pay return postage.	Statutory rights under section 17 may still apply. Contact us.

Annex B — Refund request template

To: NeuraLunk Digi-Tech (KaribuNest), support@karibunest.com Subject: Refund request — order [ORDER NUMBER]

Order number: ______________________________

Date ordered: ______________ Date received: ______________

Item(s) affected: ______________________________

Which applies: ☐ Cancel before dispatch ☐ Change of mind, within 14 days ☐ Faulty, damaged or misprinted ☐ Wrong item received ☐ Not delivered ☐ Digital product problem ☐ Other

Description of the problem: ______________________________

Photographs attached: ☐ Yes ☐ Not applicable

Preferred outcome: ☐ Free reprint ☐ Refund

Name: ______________________________

Email used at checkout: ______________________________

Date: ______________

The model cancellation form in the Annex to our Terms and Conditions may be used instead for a straightforward withdrawal. A plain email is always sufficient.