Terms & Conditions



  • Once we have received your order we will send a confirmation to your email address.
  • It is therefore important that you enter the correct email address when placing your order.
  • We strongly advise not deleting emails relating to your purchase in the event that you may need to contact customer service in the future.
  • A purchase order will be issued to the client on receipt of any deposited funds for commissioned items.
  • Completed online transactions will generate an order confirmation that will automatically be emailed to the customer.
  • The order confirmation (receipt) also serves as a guarantee of proof of purchase.
  • Baobab currently does not apply any additional surcharges on their transaction options.
  • Baobab, however reserves the right to review their position regarding surcharges at any time.


  • Please Note: Mobile payments are generally considered the primary method of payment in Kenya.
  • This system has been universally adopted throughout Kenyan society.
  • All the national telecom companies offer mobile banking.
  • Baobab prefers, however, to only use ‘Mpesa’ simply because the overwhelming market share of this platform makes it the only practical option.
  • All Mpesa transactions automatically generate a receipt to both the sender and the recipient with a unique transaction code.
  • Baobab regards this transaction code as sufficient evidence of ‘proof of payment’.
  • Emailed receipts & purchase orders for mobile purchases are therefore issued upon request.


  • Baobab reserves the right to change their policies on charges relating to all forms of payments at any time .
  • Card payments are handled by PayPal with secure encryption and under strict banking standards.
  • Customer card details are sent directly to PayPal and cannot be read or accessed by anyone other than your bank.
  • When paying by card, conditions apply as soon as the card transaction is approved.
  • We can take inter-bank (SWIFT) payments.
  • These will be received by our US Dollar account and should be made accordingly to avoid exchange rate transaction fees.
  • Non payment on any order will generate a reminder email, followed in due course, by the cancellation of the specific order.


  • Any orders made in another person’s name without his/her consent, (or otherwise) which result in Baobab suffering financial loss will be reported to the police.
  • Baobab reserves the right to change prices (and correct incorrect prices) on all orders as well as sales.
  • If prices have been incorrectly stated, Baobab reserves the right to cancel any purchase and refund any amount paid to the customer at any time.



  • Baobab is proud of its commitment to quality. It thoroughly checks all items before shipping them.
  • In some countries they will add national taxes on the items that are shipped.
  • Baobab is not responsible for VAT or other cost that may be added to the items that are shipped.
  • Once we have shipped the purchased items, we will provide the client with all the necessary paperwork for easier tracking of items.
  • If you have any questions regarding the delivery of your purchase please don’t hesitate to contact us on: help@baobab.world
  • When shipping is required in Kenya, Wells Fargo is Baobab’s preferred shipping company. 
  • For international shipments, DHL is Baobab’s preferred shipping company. 
  • The international shipping costs are calculated based on the volumetric weight of the item [and] the destination shipping zone [which is designated by DHL].

Client Privacy


  • When shopping with Baobab, we will save some of your data in order to process your transaction.
  • Baobab treats all collection of your data confidentially.
  • You have the right to access any or all of your stored data.
  • If there is anything incorrect you can request that Baobab change or remove it.
  • Baobab also uses cookies.


  • Baobab understands and respects the importance of internet privacy and will not disclose your information to third parties, unless it is necessary to implement a transaction.
  • The store will not sell your name, address, email address, credit card or personal information to any third party without your prior permission.


  • You can disable the cookie settings by changing the browser settings on your computer.
  • You can also use programs such as  “Nai’s  consumer opt out” or “Google opt out browser add-on” in order to prevent cookies from being used.
  • PLEASE NOTE: Such actions may cause our website to no longer function correctly.

Refunds & Returns

  • Baobab always strives to provide its customers with an excellent level of service at all times
  • Unfortunately, occasionally mistakes can be made. Baobab’s primary objective, is to facilitate an amicable settlement in all cases.
  • In case you need to return your purchase, please email help@baobab.world with you order number stating why you wish to return your purchased item.
  • We will get back to you with the instructions for how to return the item to us.
  • For all cases where the customer is able to prove their item was faulty, we offer a 14 days free return service.
  • All applicable packaging, must be returned with the product without having been tampered with.
  • If goods have been damaged in transit, the shipping company must be notified by the customer in order to establish that the shipping company was at fault.
  • If returned goods show other signs of damage or wear that cannot be substantiated, Baobab reserves the right to reject the request.
  • Each request for exchange of goods or refund will be assessed on the evidence provided by the customer, with a detailed explanation of the grievance[s].
  • Refunds are not issued unless the circumstances clearly represent gross negligence on the part of Baobab.
  • Such requests therefore require detailed evidence to back up any claim.
  • If you should have any complaints regarding wrong, damaged or missing items, please use CUSTOMER FEEDBACK form.
  • All our products carry a 12-month warranty on poor workmanship. This, however, does not include general wear and tear on products.
  • Complaints should be emailed [with photographic evidence], to establish if there is a manufacturing-based fault.
  • Baobab will either offer to get the item you bought repaired or replaced, refunded or a reduction in the price, depending on the specific situation.
  • Baobab reserves the right to decide what action is appropriate on an individual basis.
  • Providing the above steps are taken within the stated timeframe the complaint will always be handled in a timely manner

Customer Commissions

  • A commission can include an item that is not in stock or a client specific design request.
  • Prior to commencement of any job, a detailed discussion will usually involve choices of materials to be used, etc.
  • Costs attached to specific client choices will be assessed on an individual basis.
  • In all cases, a deposit will be required for securing the purchase of materials, etc. Usually 50% [or a negotiated amount]
  • A purchase order will be issued on receipt of the deposit
  • When the job is completed, detailed photographs to establish the satisfactory standards expected by the client are met.
  • Final payment will be required at this point.
  • The item[s] will be shipped on receipt of the final payment. 
  • If for any reason the customer isn’t satisfied with the item[s], please refer to the section: REFUNDS & RETURNS.