Shipping & Returns

This page describes Text Book Centre's policy on shipping, delivery, returns and refunds for all products purchased through this website.

We are committed to excellent customer service and satisfaction, and we guarantee that every product is as described on this site.

For any additional questions, please contact us.

Returns Policy

Request a Return or Exchange: Click here to request a return or exchange.

  1. Returns MUST be initiated within 7 days (24 hours for Story books and Novels) after being in receipt of the order. Afterwards the request will NOT be eligible.
  2. Returned items due to an error on the customer's part, should be unused and must be returned in original packaging with any enclosed documentation. We will issue a store credit. Alternatively, if preferred, we will exchange the item.
  3. Returned IT category items MUST be verified to be in sell-able condition before a refund is initiated. Printers with toners or ink already inserted are NOT eligible for a refund, unless confirmed by warranty service center to be faulty.
  4. Laptops, computers and printers should be supplied with an official seal, unless informed prior to delivery by TBC staff. For prior testing/checking/set-up, you MUST initiate your request on email.
  5. The item is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods or drop off at your nearest branch.
  6. The cost of returning the item to us is your responsibility.
  7. Issuance of credit notes is ONLY ONCE per order for all returns/exchanges.

Refunds Policy

You're eligible for a refund within 48 working hours, if you're dissatisfied with your purchase either due to an error on our part or if the product doesn't arrive.

1. Incorrect Product / Not As Described / Damaged

You are eligible for a full refund of the purchase price, including original shipping costs, only if your return is a result of an error on our part. To receive a refund, you must return your item directly to us within 7 days (24 hrs for books) of the estimated delivery date and in the same condition you received it in.

2. Product Did Not Arrive

You are eligible for a full refund of the purchase price, including shipping costs, if your product hasn't arrived 30 days past the estimated delivery date, without prior notice. If the shipper/courier provides tracking information indicating the book has arrived, the return is void.

In cases where the product is returned to us for the following reasons, the refund price includes only the product price: incomplete address, unclaimed, returned to sender, or similar.

3. Other Terms & Conditions

  1. There are no refunds on items damaged during shipping. In that case, you must file a claim with the courier.
  2. Orders that are paid for with a credit card and returned will be assessed a KShs100 as a processing fee.
  3. We do not refund shipping costs MPesa or credit card fees. They will be deducted from the total amount of your refund.
  4. We currently do not support cash on delivery. Full payment must be made in advance either via mobile money transfer, card payment or bank payment.
  5. In case of a refund, either partial or full, the transaction fees incurred by TBC will be deducted from the refund amount.
  6. The client has an obligation to respond to any communication either written or oral in order to facilitate delivery. Failure to which, TBC will deliver the item to the nearest or most convenient TBC branch.
  7. For international orders (outside Kenya), the client must contact Text Book Centre before making an order for a shipping fee estimate.
  8. EMS is a Posta subsidiary and may, in some cases, not offer door-to-door deliveries. In such cases, the client will be required to collect their order at the nearest Posta office.

Shipping and Delivery

  1. Shipping charges for goods delivered within Nairobi or out of Nairobi (Upcountry) will incur a shipping cost KShs300 (excludes premium services), except in areas considered as hardship areas. International orders must choose a shipping method at checkout. (For international orders kindly send an email to [email protected] to confirm shipping details).
  2. Text Book Centre will not provide one shipping cost to orders that are split between multiple shipping addresses.
  3. We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.
  4. Goods to Nairobi will be shipped within 72 hours after receipt and clearance (when all your items are available to ship) of the order and up to 5 days to the rest of Kenya. Working hours are TBC Kijabe Street working hours which is open on weekdays 08:15 hrs- 17:15 hrs, Saturdays 08:15 hrs- 13:15 hrs and closed on Sundays and public holidays. Note that the shipping times are estimates and not guaranteed. The timelines may be affected by natural occurrences e.g excessive rain, man-made events e.g violence or calendar events e.g back to school rush. In the event of any of these events, TBC will advise the client accordingly.
  5. Shipping times can be affected by factors over which Text Book Centre has no control, including incorrect delivery addresses, weather, courier and customs delays and Post Office delivery restrictions.
  6. Text Book Centre is not responsible for receiving and processing an order with an incorrect shipping address. Please check your shipping address for accuracy. Please allow for additional time for all out-of-town and international orders. We have no control over certain delays like customs delays.
  7. Local customs and immigration agencies determine any duties or taxes that may be levied against packages arriving from outside the destination country. These additional fees are the responsibility of the recipient.
  8. Text Book Centre cannot be held responsible for any costs incurred by the purchaser or recipient of orders due to shipment failure or late delivery.
  9. Text Book Centre automatically insures any orders.
  10. Free shipping is available for orders above KSh. 4,000. The free shipping only applies to orders with a shipping address within Kenya. This will be done using TBC's preferred courier. Should the client prefer a different courier other than the ones offered by TBC, the client will meet the delivery costs and it will be at the client's own risk. For international orders, the client must choose a shipping method on checkout.
  11. Text Book Centre is unable to provide free shipping on orders that are split between multiple shipping addresses.
  12. A split order will not be considered a single consignment and may be treated as a multiple order, hence attracting additional courier charges.
  13. Some orders might require sourcing the items from a distributor or from multiple TBC branches, in this case, the order might delay. While this is not the norm, TBC will always communicate with the customer about the same.
  14. We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.
  15. The shipping fee applies to orders weighing between 0-5 kg, each additional kg or part thereof is charged an additional KSh 50.

Express Shipping

Express delivery is an accelerated delivery service.

  1. Express delivery is only available within the Nairobi Metropolitan area. Addresses outside of the metropolitan area will be dispatched and delivered within the usual stipulated timelines.
  2. Express delivery orders are processed between 8:30 am and 4 pm on working days (8:30 am - 12 noon on Saturdays) for same-day delivery. Any orders outside of this period will be slotted for next working day delivery.
  3. To get the Express delivery option, under delivery address, indicate Nairobi under ‘’County’’ and choose ‘’Express’’ delivery.
  4. Express delivery is charged at a flat rate of Kshs 500.
  5. Delivery change requests from Standard Delivery to Express Delivery should be emailed to ‘’[email protected]’’ within 1 hour of making an order. You will be required to top up the delivery fees deficit.
  6. All changes on order or delivery location should be communicated within 1 hour of making an order. Once an order has been dispatched, it can't be transitioned to express delivery.
  7. Ensure the delivery address is accurate and the contact information given is reliable. Any missed deliveries due to location errors or non-reachable contacts will not be refunded.
  8. Express delivery is currently not available for bulk and large-quantity orders that cannot be carried on a single delivery motorcycle.
  9. TBC reserves the right to adjust the distance, time, payment amount or any other variable where and when deemed fit.

Delivery to hardship areas (Areas considered with poor infrastructure)

The following areas* are considered hardship areas by most courier services (including EMS) and will, therefore, attract extra shipping fee of not less than KSh 1,000: Baragoi, Bura, Dadaab, Elwak, Garsen, Hola, Habaswein, Ijaara, Lamu, Lodwar, Lokichogio, Mandera, Maralal, Marimanti, Marsabit, Masalani, Mbita, Modogashe, Moyale, Nginyang, Sugutar Marmar, Takaba, Wajir & Wamba.

Kindly note delivery for items shipped to hardship areas is within 7 days.

* The list is updated occasionally as we get the information. Any other area not listed here and not easily accessible falls under a special zone And will be priced accordingly.

Premium Delivery Services

Wells Fargo Kenya Limited (Local Shipping)

Wells Fargo is a courier service with a wide network of destinations in Kenya. Delivery is done door to door* for towns outside Nairobi.

  1. This delivery option will charge Ksh. 406 regardless of the cart amount and delivery location for weights not exceeding 5 kg.
  2. Weights above 5 kg will be charged an extra Ksh. 30 per Kg.
  3. Delivery is done every day of the week except Sundays and Public Holidays.
  4. Wells Fargo orders are picked by Wells Fargo by 3 pm, therefore orders made past this hour might be scheduled for pickup the following day.
  5. Hardship areas for Wells Fargo include Lokichoggio, Kakuma, and Lodwar where the first 5 Kgs will be charged Ksh. 1,393/68 (Plus VAT)

* Door deliveries to destinations outside Wells Fargo delivery zones may attract additional charges based on a need basis. Wells Fargo will call the client in case of this eventuality. The client can either choose to meet this cost and have it delivered or pick up the item from the Wells Fargo office at no extra cost. Wells Fargo delivery zones are zones within 5 Kilometres radius of any Wells Fargo office.

* To Facilitate door to door delivery full residence address must be given e.g. Town, street, building, and house number/office name

Hardship areas

Wells Fargo will deliver countrywide with the following exclusions:

  1. Lodwar and Kakuma - transport is done once a week on the Sunday after purchase. Delivery is then made a few days after arrival.
  2. Maralal - transport is done on Tuesdays and Thursdays. Delivery is done soon after arrival.
  3. Lamu - Items above 5 Kg take more time than normal shipments.
DHL (International Shipping)

DHL Express Worldwide is an internationally renowned logistics company and Text Book Centre is happy to partner with them. DHL is a premium service that you can select for all international (Out of Kenya) deliveries. It is automated on our website and you get instant quotes depending on the delivery address. DHL has a reliable tracking system and a transit time of within 2-3 days to most parts of the world.

The DHL option will only be available once you enter a destination address that is outside Kenya.

Note:

Shipments may be subject to clearance regulations in the destination country and may be subject to Customs Duties which should be paid by the receiver. For more information on customs duties and taxes please click here.

Uncollected Orders Policy

Uncollected Click & Collect Orders
Customers are required to collect their Click & Collect "in store" orders within 14 calendar days from the date they are notified that their order is ready for collection.
If an order remains uncollected after 14 days:
  1. The order will be deemed abandoned, and Text Book Centre reserves the right to cancel the order.
  3. Upon cancellation, any reserved stock will be returned to inventory and made available for sale.
  4. Text Book Centre shall not be liable for any losses, damages, or inconvenience arising from a customer's failure to collect an order within the stipulated collection period.
By placing a Click & Collect order, customers acknowledge and agree to these collection and cancellation terms.

Delivery Options Overview

WoodMart offers ideal shipping methods for any requirement. Be it low priced through DHL/Standard Parcel Post, more quickly via DHL Express (Germany only) or UPS, or especially reliable and secure by a specifically trained freight forwarder. And in addition you can also pick up your order yourself at our Shop if you prefer. On this page you´ll find an overview of all available shipping methods.

1. Order the Product and Specify the Delivery Method

2. You Will Receive an Order Confirmation Message

3. Wait for Your Order to Arrive

4. Pick up Your Order at The Checkout Area

Small items

Standard delivery Get it in 3-5 working days

Orders over $100: All day delivery. Order anytime:

FREE

Orders under $100: All day delivery. Order anytime:

$5

Weekday time slot from 12noon - 5pm. Order by 9pm.

$10

Next day delivery Get it next day, 7 days a week

All day delivery. Order by 9pm.

$5

Weekday time slot from 12noon - 5pm. Order by 9pm.

$10

What do we mean by small? Just about everything under the sun except for major kitchen/laundry appliances and TVs over 43″.

Large items

Standard delivery Get it in 2 working days

All day Delivery from 7am - 8pm. Order anytime:

Fromu$20

Choose a time slot 7am - 11am, 9am - 1pm, 11am - 3pm, 1pm - 5pm. Order anytime:

From $35

Next day delivery it next day on weekdays

All day delivery from 7am - 8pm. Order by 7pm:

Fromu$30

Choose a time slot 7am - 11am, 9am - 1pm, 11am - 3pm, 1pm - 5pm. Order by 7pm:

From $45

The big stuff. Major appliances like dishwashers, washing machines, tumble dryers, fridges, freezers, ovens and TVs over 43″.

Exchange or Return of Goods

If the product is of good quality, the buyer has the right to terminate the contract concluded at a distance within 14 days after its execution.

In order for the right to terminate the agreement to be preserved, the consumer needs to monitor the preservation of the products in their original state. If the device is destroyed, damaged or damaged through no fault of the customer, the customer is not deprived of the opportunity to terminate the contract. If the value has decreased due to unpacking the product or checking its functionality, this does not mean that the consumer cannot write a request for a refund.

The product is not accepted back if at least one of the components is missing:

  • fully equipped equipment;
  • a receipt proving the fact of purchase in the WoodMart online store;
  • warranty card;
  • an act with a description of the defect drawn up by the service department.

The money for the goods will be returned within the terms established by the current legislation

FAQs

My order hasn't arrived yet. Where is it?

A client that's unhappy for a reason is a problem, a client that's unhappy though he or her can't quite put a finger on it is worse. Chances are there wasn't collaboration, communication, and checkpoints, there wasn't a process agreed upon or specified with the granularity required.

It's content strategy gone awry right from the start. Forswearing the use of Lorem Ipsum wouldn't have helped, won't help now. It's like saying you're a bad designer, use less bold text, don't use italics in every other paragraph. True enough, but that's not all that it takes to get things back on track.

Do you deliver on public holidays?

If that's what you think how bout the other way around? How can you evaluate content without design? No typography, no colors, no layout, no styles, all those things that convey the important signals that go beyond the mere textual, hierarchies of information, weight, emphasis, oblique stresses, priorities, all those subtle cues that also have visual and emotional appeal to the reader. Rigid proponents of content strategy may shun the use of dummy copy but then designers might want to ask them to provide style sheets with the copy decks they supply that are in tune with the design direction they require.

Do you deliver to my postcode?

A client that's unhappy for a reason is a problem, a client that's unhappy though he or her can't quite put a finger on it is worse. Chances are there wasn't collaboration, communication, and checkpoints, there wasn't a process agreed upon or specified with the granularity required.

It's content strategy gone awry right from the start. Forswearing the use of Lorem Ipsum wouldn't have helped, won't help now. It's like saying you're a bad designer, use less bold text, don't use italics in every other paragraph. True enough, but that's not all that it takes to get things back on track.

Is next-day delivery available on all orders?

If that's what you think how bout the other way around? How can you evaluate content without design? No typography, no colors, no layout, no styles, all those things that convey the important signals that go beyond the mere textual, hierarchies of information, weight, emphasis, oblique stresses, priorities, all those subtle cues that also have visual and emotional appeal to the reader. Rigid proponents of content strategy may shun the use of dummy copy but then designers might want to ask them to provide style sheets with the copy decks they supply that are in tune with the design direction they require.

Do I need to be there to sign for delivery?

A client that's unhappy for a reason is a problem, a client that's unhappy though he or her can't quite put a finger on it is worse. Chances are there wasn't collaboration, communication, and checkpoints, there wasn't a process agreed upon or specified with the granularity required.

It's content strategy gone awry right from the start. Forswearing the use of Lorem Ipsum wouldn't have helped, won't help now. It's like saying you're a bad designer, use less bold text, don't use italics in every other paragraph. True enough, but that's not all that it takes to get things back on track.

Need a Help?

Online store of household appliances and electronics

Then the question arises: where’s the content? Not there yet? That’s not so bad, there’s dummy copy to the rescue. But worse, what if the fish doesn’t fit in the can, the foot’s to big for the boot? Or to small? To short sentences, to many headings, images too large for the proposed design, or too small, or they fit in but it looks iffy for reasons.

A client that's unhappy for a reason is a problem, a client that's unhappy though he or her can't quite put a finger on it is worse. Chances are there wasn't collaboration, communication, and checkpoints, there wasn't a process agreed upon or specified with the granularity required. It's content strategy gone awry right from the start. If that's what you think how bout the other way around? How can you evaluate content without design? No typography, no colors, no layout, no styles, all those things that convey the important signals that go beyond the mere textual, hierarchies of information, weight, emphasis, oblique stresses, priorities, all those subtle cues that also have visual and emotional appeal to the reader.

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