Shipping & Returns

House of Booch · Effective Date: 20 October 2026 · Last Updated: 29 October 2026

1. Shipping and Delivery

At House of Booch, we aim to deliver your favourite premium kombucha conveniently, safely, and in excellent condition.

We currently serve customers within our confirmed delivery areas in Kenya. Available delivery locations, delivery fees, and estimated delivery times will be communicated on our website or during checkout.

1.1 Order Processing

Orders are processed after successful payment confirmation, unless another arrangement has been agreed upon.

Once your order is confirmed, we will prepare it for dispatch and arrange delivery using our available delivery services.

Processing and delivery times may vary depending on your location, product availability, order volume, and operating hours.

1.2 Delivery Fees

Delivery charges will be displayed or communicated before you complete your purchase.

Any applicable delivery fees will be included in the total amount payable at checkout.

Where free delivery or promotional delivery rates are offered, the applicable conditions will be communicated with the offer.

1.3 Delivery Information

Customers are responsible for providing accurate delivery details, including their name, telephone number, delivery address, and any relevant instructions.

Please ensure that someone is available to receive the order at the specified delivery location.

If delivery cannot be completed because of incorrect details, an unavailable recipient, or unsuccessful contact attempts, we will contact you to arrange the next steps. Any additional redelivery charges will be communicated before they are applied.

1.4 Delivery Delays

We make reasonable efforts to deliver orders within the estimated timeframe provided at checkout.

However, delays may occur due to traffic, weather, courier disruptions, high order volumes, or other circumstances beyond our reasonable control.

If your order is significantly delayed, please contact us with your order number so that we can investigate and provide an update.

Nothing in this policy removes any delivery-related rights or remedies available to you under applicable law.

1.5 Damaged Deliveries

Please inspect your order upon delivery where reasonably possible.

If your kombucha arrives damaged, leaking, incorrectly supplied, or in a condition that raises food-safety concerns, please contact us as soon as possible.

Do not consume any product that appears unsafe or has damaged packaging that may compromise its contents.

We will assess the issue and arrange an appropriate remedy in accordance with applicable law.

2. Returns Policy

At House of Booch, we are committed to providing quality products and a positive customer experience.

Because kombucha is a consumable beverage, returns must be handled carefully to protect product quality, hygiene, and food safety.

2.1 Eligible Returns and Complaints

Please contact us if:

  • You receive the wrong product or flavour.
  • Your order is incomplete.
  • A bottle or package arrives damaged or leaking.
  • A product is expired or otherwise unsuitable for consumption when delivered.
  • A product appears contaminated, defective, or unsafe.
  • The product supplied materially differs from the description or confirmed order.

Depending on the circumstances, we may offer a replacement, refund, collection, or another appropriate remedy.

Your statutory consumer rights remain unaffected.

2.2 Reporting a Problem

To help us resolve an issue promptly, please contact us as soon as reasonably practicable after delivery or after discovering the problem.

Where possible, provide:

  • Your order number.
  • A description of the issue.
  • Photographs of the affected product and packaging.
  • The product batch number and expiry date, where applicable.
  • Your preferred contact details.

Please retain the affected product and its packaging until we advise you on the next steps, where it is safe to do so.

We may request additional information to assess the complaint.

Any suggested reporting period is intended to help us investigate promptly and does not remove rights you may have under applicable law.

2.3 Change-of-Mind Returns

If you change your mind after placing an order, please contact us as soon as possible.

We may be able to cancel an order before dispatch or preparation, depending on its status.

For hygiene and food-safety reasons, we may decline discretionary returns of opened, partially consumed, or improperly stored beverages where permitted by law.

However, these restrictions do not exclude any applicable statutory cancellation, refund, replacement, or other consumer rights.

2.4 Incorrect Orders

If you receive a product different from the one you ordered, contact us with your order number and details of the incorrect item.

We will investigate and arrange an appropriate solution, which may include supplying the correct product, collecting the incorrect item, or issuing a refund where applicable.

You will not be required to bear costs that we are legally responsible for in resolving the issue.

2.5 Product Quality and Safety

If you believe a product is defective, spoiled, contaminated, or otherwise unsafe, do not consume it.

Contact House of Booch promptly and provide the relevant product and order information.

We will investigate the concern and determine the appropriate remedy, which may include a replacement or refund, subject to the circumstances and applicable law.

3. Refunds Policy

3.1 When Refunds Are Available

A refund may be available where:

  • An order is cancelled and a refund is due.
  • We cannot fulfil a paid order.
  • You receive an incorrect product and a refund is the appropriate remedy.
  • A product arrives damaged, defective, expired, or unsafe.
  • A refund is otherwise required under applicable consumer protection law.

Each request will be assessed fairly and in accordance with the circumstances of the order and applicable law.

3.2 How to Request a Refund

To request a refund:

  1. Contact us through our official customer support email or WhatsApp Business number.
  2. Provide your order number and explain the reason for the request.
  3. Share supporting photographs or transaction details where relevant.
  4. Allow us reasonable time to review the request and communicate the outcome.

We will inform you if additional information is needed.

3.3 Refund Processing

Approved refunds will ordinarily be returned through the original payment method where practicable, or through another agreed method.

For M-Pesa payments, we may request the relevant transaction reference to verify the payment and process the refund.

The time it takes for a refund to appear in your account may depend on the payment provider or financial institution.

We will communicate the applicable refund arrangements and process refunds within the timeframe required by applicable law.

3.4 Delivery Charges

Where an order is cancelled or a product is returned, the treatment of delivery charges will depend on the circumstances, the reason for the return, and applicable law.

Where a refund of delivery charges is legally required, we will include the applicable amount in the refund.

Customers will not be charged return or redelivery costs where the law requires those costs to be borne by House of Booch.

4. Exchanges and Replacements

Where appropriate, House of Booch may offer a replacement or exchange for an incorrect, damaged, defective, or otherwise unsuitable product.

Replacements and exchanges are subject to product availability.

If a suitable replacement is unavailable, we will discuss an appropriate alternative or refund where applicable.

We will not substitute a different product without your agreement.

5. Order Cancellations

If you wish to cancel an order, contact us as soon as possible and provide your order number.

We will make reasonable efforts to accommodate cancellation requests received before dispatch.

Once an order has been dispatched, cancellation may be more difficult, particularly for consumable products. However, any applicable statutory cancellation rights will continue to apply.

Where a cancellation entitles you to a refund, we will process it in accordance with applicable law.

6. Food Safety and Storage

Kombucha is a fermented beverage. Customers should follow all storage, handling, and consumption instructions provided on the product packaging.

To maintain product quality:

  • Store the product according to the label instructions.
  • Observe the stated expiry or best-before date, as applicable.
  • Do not consume products that appear damaged, contaminated, or unsafe.
  • Contact us if you have concerns about a product’s condition upon delivery.

House of Booch cannot accept responsibility for product deterioration caused by improper storage or handling after delivery, to the extent permitted by law.

This does not affect our responsibility for products that were defective, unsafe, or otherwise non-compliant when supplied.

7. Contact Us

For shipping enquiries, delayed orders, returns, exchanges, or refund requests, please contact House of Booch using the details below.

  • Business Name: House of Booch
  • Country: Kenya
  • Email: admin@booch.co.ke
  • Website: booch.co.ke
  • Telephone: 0712 849 403
  • Business Address: Ruiru Business Park, Kenya

Please include your order number in all order-related enquiries to help us assist you efficiently.

8. Related Policies

This Shipping & Returns Policy should be read alongside our:

9. Policy Updates

House of Booch may update this policy to reflect changes in delivery arrangements, payment methods, business operations, or applicable legal requirements.

The latest version will be published on our website with the revised date.

Governing Law: This policy is governed by the laws of Kenya, including applicable consumer protection legislation.