Returns & Refunds Policy
Effective date: 1 January 2026
At Bookmap Stationery we stand behind the quality of every item we sell. If something is not right with your order, we want to make it right. Please read this policy carefully before raising a return request.
To start a return, contact us within the time window below at info@bookmapstationer.store or call +254107430646.
1. Eligibility for Returns
You may return items under the following conditions:
- The item is returned within 7 calendar days of delivery or collection.
- The item is unused, in its original packaging, and in the same condition as received.
- You have proof of purchase (order reference number, receipt, or M-PESA transaction message).
2. Non-Returnable Items
The following cannot be returned or exchanged:
- Items that have been opened, used, or had their seals broken (e.g. printer cartridges, reams of paper once opened).
- Custom-printed or personalised items ordered to specification.
- Perishable or hygiene-sensitive goods (e.g. correction fluid, adhesives that have been opened).
- Items marked Final Sale or Clearance at the time of purchase.
- Books that have been written in, torn, or damaged by the buyer.
3. Damaged or Incorrect Items
If you receive an item that is damaged in transit or different from what you ordered, please notify us within 48 hours of receipt. We will arrange a replacement or full refund at no cost to you. Include a brief description and, where possible, a photo of the issue when you contact us.
4. How to Return an Item
- Contact us by email or phone to notify us of the return and receive a Return Authorisation.
- Pack the item securely in its original packaging.
- Drop it off at our Ngong Town store or arrange delivery — return shipping costs are the buyer's responsibility unless the item is defective or incorrect.
- Keep proof of delivery until the return is resolved.
5. Wholesale Order Returns
For bulk and wholesale orders (12 units or more of a single product), returns are subject to a restocking fee of 10% of the item value. Damaged or defective bulk goods are exempt from this fee. Wholesale returns must be authorised in advance — do not send goods back without prior arrangement.
6. Refunds
Once we receive and inspect your return, we will notify you of the outcome within 2 business days. Approved refunds are processed as follows:
- M-PESA payments: Refunded to your Safaricom number within 1–3 business days.
- Card payments: Refunded to the original card within 5–7 business days depending on your bank.
- Cash payments: Refunded in cash at our store upon presentation of your receipt.
Shipping or delivery fees are non-refundable unless the return is due to our error.
7. Exchanges
We are happy to exchange an eligible item for a different size, colour, or product of equal value. If the replacement costs more, you will pay the difference; if it costs less, we will refund the balance. Contact us to confirm stock availability before bringing an item in for exchange.
8. Contact Us
If you have any questions about this policy or need help with a return: