Damaged or incorrect shop items
Report damaged, defective or incorrect items within 48 hours of delivery to help us investigate promptly. Include your order reference and photographs of the item and packaging. Keep the packaging and contact us before sending goods back. We will review the claim and arrange an appropriate replacement or refund. This reporting window does not remove rights provided by law.
Non-perishable returns
Request a return within 7 days of receiving a non-perishable item. Change-of-mind items must be unused, unwashed and in their original condition with tags and packaging. Contact the team for return instructions and confirmation of any return delivery costs before dispatch.
Honey & hygiene
Honey is non-refundable for change-of-mind returns because it is a food product and hygiene must be protected. This does not prevent review of damaged, defective, incorrect or compromised jars. Do not consume honey if a seal is broken or packaging appears unsafe; contact us with photographs.
Booking cancellations
Cancellation notice is counted in calendar days before the confirmed activity or stay begins, using Kenya time (UTC+3). Send written notice with your booking reference. The following tiers apply to the amount paid for the cancelled Nareto booking.
| Notice before booking starts | Refund or voucher |
|---|---|
| 15 days or more | 95% refund or 100% voucher |
| 7–14 days (including exactly 7 days) | 50% refund |
| Less than 7 days / no-show | Non-refundable |
Voucher arrangements and replacement dates are agreed with the team, subject to availability. If Nareto cancels an activity, contact us to arrange a suitable alternative or a review of amounts paid. Mandatory legal rights are not excluded.
Accidental duplicate donations
If you accidentally donate twice, contact us promptly with both payment references, the dates and amounts. We review duplicate donations individually and confirm the outcome after verifying the payments. An enquiry is not an automatic refund approval.
Requesting a review
Include your name, order or booking reference and reason for the request. Do not email full card numbers or sensitive payment credentials. Our team will explain the next steps and any applicable processing arrangements.