Refunds and cancellations

Plans change, often at short notice. The earlier you tell us, the more we can refund. Call or WhatsApp us with your order or booking reference.

Products (caskets, flowers, programmes, clothing, graveside items)

• Cancelled before dispatch or before production starts: full refund.
• Printed programmes and fresh flower arrangements, once production has started: no refund, because they are made for your family.
• A casket delivered damaged or not as ordered: tell us within 24 hours of delivery and we replace it at no cost.

Booking deposits (hearse, tents, PA, toilets and other services)

• Cancelled 48 hours or more before the service: full refund of the deposit.
• Cancelled less than 48 hours before the service: half of the deposit is refunded.
• Cancelled on the day, or the service cannot proceed because the site is not accessible: the deposit is kept.
• Moving the date instead of cancelling is free, subject to availability.

Repatriation cases

A case-opening deposit is refunded minus any costs already incurred abroad or at JKIA on your instructions, which we itemise with receipts.

How refunds are paid

Through Paystack, to the M-Pesa number or card used for the payment, within 7 working days of agreement. Card refunds can take a further 5 to 10 days to appear, depending on the bank.

Fariji contributions

Contributions to Fariji Trust Shield are governed by the Constitution of the Executive Funeral Services Welfare Self Help Group, not by this policy.