Refund and Returns Policy
How returns, exchanges and refunds work for Hope Market purchases.
Last updated: 1 October 2026
Our promise
Every item in Hope Market is handmade in Kenya by people in our enterprise programmes. We want you to love what you buy. If something is not right, we will work with you to put it right.
Handmade variation
Because each piece is made by hand, colours, bead patterns, sizes and finishes may differ slightly from the photographs and from one piece to the next. This is part of the character of handmade work and is not a fault.
Damaged, faulty or wrong items
Please check your order when it arrives. If an item is damaged, faulty or not what you ordered, contact us within 7 days of delivery with your order number and clear photos. We will replace the item or refund you in full, including the delivery fee, and arrange collection where needed at no cost to you.
Changed your mind
You may return an item within 7 days of delivery if it is unused, undamaged and in its original condition and packaging. Contact us first so we can arrange the return. Return delivery costs are paid by you, and the original delivery fee is not refunded.
Items we cannot take back
- Items made to order or customised for you, such as a name, colours or size you requested.
- Items that have been worn, used, washed or altered.
- Earrings, for hygiene reasons, unless they arrive damaged or faulty.
- Gift items bought at a special or clearance price, unless faulty.
How refunds are paid
Once we receive and check a returned item, we will confirm your refund within 3 working days. Card payments made through Paystack are refunded to the same card. M-Pesa and cash-on-delivery payments are refunded by M-Pesa to the number you paid from. Your bank or mobile money provider may take a few extra days to show the refund.
Exchanges
If you would prefer a different size, colour or item, tell us when you contact us. We will arrange an exchange where the item you want is available, and let you know of any price difference.
Purchases are not donations
Shop purchases are receipted as purchases and kept separate from donations. Refunds of shop purchases follow this policy; refunds of donations follow our Donation and Fundraising Policy.
Questions: call or WhatsApp +254 182 751 610, or email info@cisternofhopefoundation.org.
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