Last updated October 2026
Fresh produce and honey
Because fresh produce and food items spoil, we cannot accept returns of them once delivered. If an item arrives damaged, spoiled or is not what you ordered, tell us within 24 hours of delivery and send a photo. We will replace it or refund you for that item.
Merchandise
You can return unused merchandise in its original condition within 7 days of delivery. Contact us first so we can arrange the return. If the item was faulty or we sent the wrong one, we cover the cost of the return.
For other returns, the cost of sending the item back is yours, and we refund the price of the item once we receive it.
Cancelling an order
Unpaid orders are cancelled automatically after 60 minutes. If you have paid and want to cancel, contact us as soon as possible. If your order has not yet been packed or sent, we will cancel it and refund you in full.
How refunds are paid
Refunds are paid back to the M-Pesa number or method you paid with, usually within 7 working days of agreeing the refund. Delivery fees are refunded only when the problem was our mistake.
Contact us
Email or call us at info@sylviasbasket.co.ke or +254 738 895395. Please include your order number and, where possible, a photo.