We want you to receive exactly what you ordered, in perfect condition. Because we sell alcohol — a consumable, age-restricted product — some returns are limited by law and safety. Nothing in this policy limits your statutory rights under Kenyan law, including the Consumer Protection Act, 2012.

Cancelling an order

You can cancel an order free of charge any time before it is dispatched. Contact us at support@mydrink.co.ke or via WhatsApp with your order number. If payment was already taken, we will refund it in full. Once an order has been dispatched, it can no longer be cancelled, but the sections below may still apply.

Damaged, defective, or incorrect items

Check your order at handover where possible. If an item arrives broken, leaking, spoiled, past its expiry, or is not what you ordered, contact us within 48 hours of delivery with your order number and photos of the item and packaging. We will, at your choice and subject to stock, send a replacement or refund the affected items in full, including any delivery fee attributable to our error. Do not consume a product you believe is defective.

Change of mind

For safety and regulatory reasons we cannot accept returns of alcohol once the seal is broken or the packaging opened. Unopened items in their original condition may be returned within 7 days of delivery at our discretion; the return delivery cost is yours, and the refund covers the item price only.

Failed deliveries and age verification

Alcohol can only be handed over to a person aged 18 or older. If delivery fails because no eligible adult was available, valid ID could not be shown, the recipient appeared intoxicated, or the address or phone number provided was wrong, we may cancel the order and refund the item price minus the delivery fee and any reasonable return costs.

Uncollected pickup-point orders

Orders sent to a pickup point must be collected within the window communicated for that station. Uncollected orders are returned to us and treated as a failed delivery under the section above.

How refunds are paid

Refunds are made through Paystack to the payment method you used (M-Pesa or card). Once we approve a refund, Paystack and the card or mobile-money network typically settle it within 5–10 business days. We will confirm by email or SMS when the refund has been initiated. If a refund has not arrived after 10 business days, contact us with your order number and we will trace it.

Contact

For any refund or return request, reach us at support@mydrink.co.ke with your order number. See also our Terms of Service.