Return & Refund Policy

1. Our Commitment

At OkoaTime we take pride in delivering fresh, quality products to your doorstep across Lamu, Shela, and Manda Islands. If something is not right with your order, we will make it right — quickly and without hassle.

2. Eligible Issues

• •Wrong item delivered — you received a product different from what you ordered.
• •Damaged or spoiled item — the product arrived in unacceptable condition.
• •Missing item — part of your order was not delivered.
• •Significantly short quantity — you received notably less than the quantity ordered.

3. How to Report

You must report any issue within 2 hours of delivery. Contact us via WhatsApp or call on +254 707 132 823 or +254 740 875 071. Please have your order reference number ready and, where possible, send a photo of the item in question. Reports made after 2 hours of delivery may not be eligible for a refund.

4. Resolution Options

• •Replacement — we will re-deliver the correct or undamaged item at no extra charge.
• •Partial refund — a credit is applied to your next order for items that were short or substandard.
• •Full refund — issued for entirely wrong or undeliverable orders, returned to your M-Pesa within 24 hours.

5. Non-Refundable Situations

• •Change of mind after the order has been picked up by a rider.
• •Incorrect delivery address provided by the customer.
• •Perishable items that were accepted at delivery and consumed.
• •Delays caused by circumstances outside our control (weather, ferry schedule, etc.).

6. Cash on Delivery Orders

For cash-on-delivery orders, you are entitled to inspect items before paying. If you are not satisfied with the condition of a product, you may refuse that specific item before payment and it will be returned to the supplier.

7. M-Pesa Refunds

Approved M-Pesa refunds are processed within 24 hours of the resolution being confirmed. You will receive an M-Pesa notification once the reversal is complete. OkoaTime does not charge any fees for processing refunds.

8. Contact Us

For any questions about this policy, reach us at: 📞 +254 707 132 823 📞 +254 740 875 071 ✉️ hello@okoatime.avytria.com 📍 Lamu Island, Kenya