Returns & Refunds Policy
In effect from 3 November 2026.
KUIKON LIMITED (PVT-3QU72BYX), trading as PrintSap (printsap.com), Arrow House, Koinange Street, Nairobi · Effective 3 November 2026
Every PrintSap product is printed to order, to a design chosen for you. That is why we cannot take items back because you changed your mind. If anything is wrong with what we made or delivered, we put it right.
1. Who you deal with
KUIKON LIMITED sells every order on PrintSap, including products from independent stores. All returns, refunds and complaints go to PrintSap, not to the store’s seller.
2. Cancelling an order
- Before printing starts: cancel for a full refund. Email or WhatsApp us with your order reference as soon as possible.
- After printing starts: the order cannot be cancelled, because the item is being made for you. Your order page shows when printing has started.
3. When we reprint or refund
| What went wrong | What we do |
|---|---|
| Misprint, faded or misplaced print, or a defect in the garment | Reprint free, or full refund |
| Arrived damaged | Reprint free, or full refund |
| Wrong item, colour or size sent (different from your order) | Correct item sent free, or full refund |
| Part of your order is missing | Missing item sent free, or refund for it |
| Not delivered within the time in our Shipping Policy | Resend free, or full refund |
You choose a reprint or a refund. We usually do not need the faulty item back. If we do, we arrange and pay for its collection.
4. What we cannot refund
- Change of mind.
- A size you chose that does not fit. Please check the size chart on each product before ordering.
- Small colour differences between your screen and the printed item, and small variation in print position (within 1 cm), which are normal for print-on-demand.
- Spelling or design mistakes in artwork you supplied or approved.
- Damage after delivery, such as misuse, incorrect washing or normal wear.
- Orders that could not be delivered because the address was wrong or incomplete, or nobody was available to receive them. See our Shipping Policy.
5. How to ask
- Contact us within 24 hours of receiving your order: admin@printsap.com or WhatsApp +254 703 262 737.
- Give your order reference and the name or phone number used for the order, a short description of the problem, and clear photos of the item, the label, the packaging and any fault.
- We reply within 1 business day and decide within 2 business days.
6. How refunds are paid
Refunds go back to the card, M-Pesa or account you paid with, through our payment provider, Paystack. They usually arrive within 3 to 10 working days of our approving them. A partial refund may be offered where only part of an order is affected.
7. If you are not satisfied
If you disagree with our decision, reply asking for a review. A PrintSap director will look at it again. This policy does not affect your rights under the Consumer Protection Act, 2012.
8. Sellers
Where a refund is caused by a seller’s breach of our Acceptable Use Policy or Terms of service (for example, an infringing design or a product described wrongly), the seller repays their share of the sale to KUIKON LIMITED. A seller’s store may be suspended until it is repaid. Refunds caused by printing, delivery or quality faults are paid by PrintSap, and the seller keeps their earnings.
9. Business and bulk orders
Returns and refunds for branded merchandise and bulk orders follow the written agreement for that order. Where it says nothing, this policy applies.
10. Changes
We may update this policy. The current version is always at printsap.com/policies/returns, with its effective date. The version in force when you place an order applies to that order.