Cancellation, Returns and Refunds

1.1. This policy explains how you can cancel an order, what happens if your flight changes, and how returns, exchanges and refunds work for products bought on dutyfree.kenya-airways.com (“KQ Duty Free”).

1.2. KQ Duty Free is a pre-order service for Kenya Airways passengers. You order online using your booking reference (PNR), at least seventy-two (72) hours before your flight, and the cabin crew hand your order to you on board that flight.

1.3. This policy forms part of the KQ Duty Free Terms and Conditions. Words defined in the Terms and Conditions have the same meaning here; “we”, “us” and “our” mean Safari Duty Free and Kenya Airways Plc (“KQ”). If this policy and the Terms and Conditions conflict, the T&C would prevail.

1.4. Nothing in this policy limits any right you have under the laws of Kenya, including the Consumer Protection Act, 2012.

3.1. You may cancel your order, in full or in part, at any time up to 48 hours before the scheduled departure of the flight on which it is to be delivered (the “cancellation cut-off”). Cancel from “Track your order” on KQ Duty Free, or by contacting us (clause 13) with your order number and PNR.

3.2. If you cancel before the cancellation cut-off, we will refund the full amount paid for the cancelled items to your original payment method, in line with clause 10.

3.3. After the cancellation cut-off, your order has been prepared and loaded for your flight and normally cannot be cancelled. You may decline the order on board; it will then be treated as a no-show under clause 4.4.

3.4. We may cancel your order, in full or in part, if a product becomes unavailable, if we cannot verify your booking or payment, if the order exceeds the quantity or duty-free limits, or if delivery on your flight is no longer possible. If we do, we will tell you by email and refund you in full.

4.1. If KQ cancels, retimes or changes your flight, we will, where possible, move your order to the replacement flight, provided it is a participating flight. If that is not possible, we will refund you in full. You do not need to contact us; we will email you.

4.2. If you change your booking yourself, tell us at least 48-hours before your original flight. We will move your order to your new flight if it departs at least seventy-two (72) hours after you tell us and is a participating flight; otherwise we will refund you in full.

4.3. A change of seat, cabin class or aircraft does not affect your order; the crew will find you on board. If an aircraft change means your order cannot be carried, clause 5 applies.

4.4. If you do not travel on the flight and have not told us before the cancellation cut-off (a “no-show”), we will refund the amount paid less an administration fee of 20% of purchase value. Duty-free goods cannot be released to you on the ground or posted to you, as they are sold free of duty for use on international travel.

5.1. Occasionally an item may not be available on board, for example because of a late aircraft change or a loading or customs issue. If any item you ordered is not handed to you on the flight, we will refund it in full automatically, without you needing to claim.

5.2. We cannot deliver missed items after the flight, by post or at the airport, because of the duty-free status of the goods.

6.1. Please check your order when the crew hand it to you, against your order confirmation. You may be asked to show your booking details and to sign for the order.

6.2. If anything is missing, damaged or not what you ordered, tell the crew straight away so it can be recorded, and then contact us within 7 days of your flight (clause 13). The crew cannot exchange items or give refunds on board.

7.1. If an item is faulty, damaged or not as described, and you tell us within 7 days of receiving it, you may choose a full refund, a replacement or a repair.

7.2. If you tell us after 7 days but within the manufacturer’s warranty period, we will help you obtain a repair or replacement under that warranty.

7.3. Fragrances and cosmetics found to be faulty are refunded rather than replaced, for hygiene reasons.

7.4. To claim, contact us with your order number, a description of the problem and photographs. We may ask you to return the item to us for inspection. Where the fault is confirmed, we will also refund your reasonable cost of returning it.

7.5. An item is not faulty where the problem results from ordinary wear and tear, misuse, accidental damage, or failure to follow the manufacturer’s instructions.

8.1. The following cannot be returned, unless faulty:

• fragrances, cosmetics and skincare whose seal or cellophane has been opened;
• wines, spirits, tobacco and nicotine products;
• earrings and other jewellery worn in contact with the skin, where the packaging has been opened;
• personalised or engraved items;
• perishable items; and
• gift cards and vouchers.

8.2. Returned items must reach us within 14 days of telling us you want to return them. Kindly write to info@safaridutyfree.co.ke for an address in your geography where you could drop-off the purchased item or return by courier at your own cost. Please keep proof of postage; we are not responsible for items lost or damaged on their way back to us.

8.3. We refund the price paid for the item. Original delivery charges (if any) and any customs duty or taxes you paid on arrival in your destination country are not refundable by us.

9.1. Where an exchange applies, we can exchange an item for the same product in a different size or colour, or for another product of equal value, subject to availability.

9.2. The exchanged item will be handed to you on a future Kenya Airways flight you are booked on, within 90 days, or, where permitted, collected at the designated collection point. If no suitable product is available, we will refund you instead.

9.3. Products bought on promotion can only be exchanged for the same product of the same value and quantity (clause 10.2 of the Terms and Conditions).

10.1. Refunds are made to the original payment method: card refunds to the same card, and any Asante Rewards points used are re-credited to the same account.

10.2. We process refunds within fourteen (14) days of approving them (for returns, of receiving the returned item). Your bank or card issuer may take a further 5-10 working days to show the refund.

10.3. Refunds are made in the currency in which you paid. We are not responsible for differences caused by exchange-rate movements or by fees charged by your bank or card issuer.

10.4. Where you used a promotion or discount, we refund the amount actually paid. If returning part of an order means the order no longer qualifies for a promotion, we may deduct the value of the benefit received from the refund.

11.1. Items bought as part of a set, bundle or “gift with purchase” offer must be returned together, including any free gift, unless the free gift is faulty.

11.2. Promotional offers cannot be combined with other offers and are subject to the timing rules in clause 10 of the Terms and Conditions.

12.1. We may refuse a cancellation, return or refund where we reasonably believe the request is fraudulent, the item has been used or damaged after delivery, or the request breaches these terms. We may suspend access to KQ Duty Free for repeated misuse.

13.1. For cancellations, flight changes, returns, faults and refunds, contact KQ Duty Free customer care:

• Email: info@safaridutyfree.co.ke
• Telephone / WhatsApp: 0716 666 665, Mon-Fri, 08:30 am – 05:30 pm
• Online: “Track your order” on dutyfree.kenya-airways.com

13.2. Please include your order number, PNR and flight number, your name and contact details, the items concerned, and the reason (with photographs for faulty or damaged items). You may use the request form in the Annex.

13.3. We will acknowledge your request within 2 working days and give you a decision within 7 working days.

14.1. If you are not satisfied with our decision, you may ask for it to be reviewed by customer care manager at info@safaridutyfree.co.ke, we will reply within 14 days.

14.2. You may also contact the Competition Authority of Kenya, which handles consumer complaints. This policy is governed by the laws of Kenya, in line with clause 11 of the Terms and Conditions.

15.1. We may update this policy from time to time. The version published on dutyfree.kenya-airways.com when you place your order applies to that order.

Complete and email this form to info@safaridutyfree.co.ke, or give the same details by phone.