Refund policy

Last updated: 22 September 2026

This policy applies to goods sold, sourced or procured by Artisanal Fifty Five Ltd, trading as Totem Nairobi.

Totem may work in different capacities depending on the transaction. We may sell goods directly, procure goods from an independent supplier on a client’s behalf, or manage procurement through supplier relationships arranged for a particular project.

The applicable quotation, order confirmation or Project Agreement will identify Totem’s role, the relevant supplier relationship and the responsibilities for payment, production, delivery, freight, insurance, importation, customs clearance and related charges.

Where Totem is the seller, this policy applies directly to the purchase.

Where the client contracts directly with an independent supplier and Totem acts as procurement agent or coordinator, the supplier’s cancellation, return and claims terms will apply to the goods, subject to applicable law and the agreed project documents. Totem will coordinate the matter with the supplier where this forms part of its agreed scope.

Where Totem procures goods through its own supplier relationship for a client or project, cancellation, return and claims will depend on the supplier terms, commitments already made and the applicable project documents.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded.

1. Stocked Collection Pieces

An unused, uninstalled piece purchased from Totem’s stocked Collection may be returned for a change of mind where:

  • the return is requested within seven calendar days after delivery or collection;

  • Totem authorises the return before the piece is sent back;

  • the piece is returned within fourteen calendar days after authorisation;

  • the piece remains in its original condition, with its original packaging, labels and documentation; and

  • the piece has not been used, installed, altered, damaged or marked.

The client is responsible for return transport and its cost.

Original delivery, installation, handling and other services already performed are not refundable.

2. Pieces That Cannot Be Returned for a Change of Mind

The following are not eligible for change-of-mind returns:

  • pieces sourced, reserved, procured or imported for a particular client, brief or project;

  • custom-made, commissioned, made-to-order, personalised or altered pieces;

  • furniture or other goods ordered specifically for hospitality, commercial or project use;

  • one-off, vintage or antique pieces, original artworks and limited pieces identified as final sale before purchase;

  • sale, clearance, display or sample pieces identified as final sale;

  • opened scent, personal-care or hygiene-sensitive products; and

  • personalised gifting and bespoke Scent Studio products.

These exclusions do not apply where a piece is faulty, damaged, materially misdescribed or otherwise subject to a remedy under applicable law.

3. Cancelling a Stocked Order

A stocked order may be cancelled before dispatch or before delivery arrangements have been committed.

Where delivery, handling or another third-party service has already been booked specifically for the order, the client will be responsible only for costs that have actually been incurred and cannot reasonably be recovered.

Any such cost will be explained before the refund is processed.

4. Cancelling Project-Sourced, Custom or Made-to-Order Goods

Project-sourced, imported, custom, commissioned and made-to-order goods are acquired or produced against a confirmed brief.

Once Totem or a supplier has committed funds, reserved stock, allocated materials, begun development or production, placed an order, arranged freight or otherwise incurred a non-recoverable commitment, cancellation will depend on the stage reached and, where applicable, the supplier’s agreement.

If cancellation remains possible, the client may be responsible for:

  • work already completed;

  • supplier cancellation charges;

  • non-refundable deposits;

  • materials already purchased or allocated;

  • sampling, development or production costs already incurred;

  • freight, insurance, customs, handling or storage commitments already made; and

  • other documented costs that cannot reasonably be recovered.

The basis on which these costs may arise will be set out in the relevant quotation, order confirmation, Project Agreement or written approval. The exact amount may depend on the supplier, stage of production, freight position or other circumstances existing at the time of cancellation.

Totem’s professional fees are not refundable for sourcing, development, procurement, coordination or other work already performed.

Nothing in this section limits any cancellation right arising under applicable law, including a legally qualifying failure to deliver within the agreed period.

5. Inspection on Delivery

The client, or the person receiving goods on the client’s behalf, should inspect the delivery before signing wherever reasonably possible.

Visible damage, missing packages or incorrect goods should be recorded on the delivery documentation and reported to Totem promptly, preferably within 48 hours.

This period allows Totem, the supplier, carrier or insurer to preserve evidence and meet applicable claim requirements. It does not extinguish any right or remedy available under applicable law.

A report should include:

  • the order or project reference;

  • a description of the problem;

  • photographs of the piece and the affected area;

  • photographs of the external and internal packaging; and

  • any relevant delivery or carrier documentation.

Packaging, labels and delivery records should not be discarded until Totem confirms that they are no longer required.

6. Concealed Damage, Faults and Incorrect Goods

Damage or a fault that was not reasonably visible during delivery should be reported as soon as it is discovered.

Where reasonably possible, clients should complete an initial inspection and report concerns within seven calendar days after delivery.

A claim will be assessed against the product description, approved sample, approved specifications, intended use disclosed to Totem and the condition reasonably expected of that type of piece.

Depending on the circumstances, the relevant supplier terms and applicable law, the resolution may include repair, replacement, completion of missing work, a price adjustment or refund.

Where Totem acted as procurement agent or coordinator, Totem will coordinate the claim with the responsible supplier where this forms part of its agreed scope.

7. Freight and Carrier Claims

Where Totem arranges freight or delivery as part of the agreed scope, Totem will coordinate any applicable claim with the carrier, freight provider, supplier or insurer.

Where the client appoints or contracts directly with its own carrier, freight forwarder or logistics provider, any claim arising from loss, transit damage, delay or mishandling by that provider will ordinarily be made directly by the client against that provider.

Totem will provide reasonably available documentation required to support the claim where appropriate.

Responsibility for cargo insurance, risk in transit and freight claims may be further defined in the relevant quotation, order confirmation or Project Agreement.

8. Handmade and Natural Materials

Many pieces represented by Totem are handmade, produced in small batches or made from natural, reclaimed or aged materials.

Reasonable variations in colour, dimensions, grain, weave, texture, finish, patina and handwork are part of their material and method of production.

They are not defects where they remain consistent with the description, approved sample and reasonable expectations for the piece.

Existing wear, repair, patina or irregularity in a vintage, antique or one-off piece will not be treated as a defect where it was disclosed before purchase.

9. Measurements, Fit and Access

Product dimensions are provided to enable the client to assess suitability and access.

Unless Totem has expressly agreed in writing to undertake a site measurement, the client is responsible for confirming:

  • that the piece is suitable for its intended location;

  • that entrances, lifts, stairways, corridors and doorways provide sufficient access;

  • that the delivery route is safe and clear; and

  • that the site is ready to receive the delivery.

A return will not be accepted solely because a piece does not fit where the supplied dimensions were accurate and Totem relied on measurements or site information provided by the client.

This does not exclude responsibility where Totem supplied materially inaccurate dimensions or separately undertook the relevant site measurement.

10. Failed Delivery, Redelivery and Storage

Additional delivery, redelivery, handling or storage costs may be charged where delivery cannot be completed because:

  • the address or access information supplied was incorrect or incomplete;

  • no authorised person was available to receive the goods;

  • the site was not ready or safe;

  • adequate access had not been confirmed; or

  • the client postponed or refused an agreed delivery without sufficient notice.

For project-sourced or imported goods, additional storage, port, customs, demurrage, handling, freight or related charges may also arise where delay results from the client’s failure to make a required payment, provide required documentation, appoint the relevant importer or agent, approve necessary charges, complete customs formalities or receive the goods when required.

Only costs actually incurred or reasonably required will be charged.

Responsibility for these costs may also be set out in the applicable quotation, order confirmation or Project Agreement.

11. Return Authorisation and Transport

All returns require written authorisation from Totem.

Goods sent back without authorisation may be refused.

Return instructions and the appropriate destination will be provided after a return is approved.

The client should use suitable packaging and insured, trackable transport.

For an approved change-of-mind return, the client bears the risk and cost of returning the piece until it is received and inspected.

Where goods sold directly by Totem are confirmed to be faulty, damaged or incorrect, Totem will arrange or reimburse reasonable return or collection costs as required by law.

Where an independent supplier is responsible for the goods, the return method and destination may be determined by that supplier’s terms.

12. Refunds

Approved refunds will be made to the original payment method unless the client expressly agrees to another arrangement.

For an eligible change-of-mind return, the refund will cover the purchase price of the returned piece.

Original delivery, installation, handling and return transport costs are not refundable unless the return results from Totem’s error or the goods are faulty, damaged or materially misdescribed.

Where Totem acts as procurement agent or coordinator and payment was made directly to an independent supplier, any refund due from that supplier will be governed by the supplier’s terms and processed by the supplier, unless otherwise agreed in writing.

Refunds payable directly by Totem will be initiated within fourteen calendar days after the returned goods have been received and their condition confirmed.

Where a cancellation or refund arises from a statutory right, it will be processed within the period required by applicable law.

Financial institutions and payment providers may require additional time to reflect the refund.

13. Project Documents

Project-specific quotations, order confirmations and Project Agreements may contain additional or more detailed terms concerning cancellation, supplier commitments, production, freight, insurance, importation, customs clearance, storage, delivery, claims and refunds.

Where a project-specific document expressly addresses one of these matters, that document will govern the relevant project or purchase, subject to applicable law.

An update to this general policy will not retrospectively alter a signed Project Agreement.

14. Contact

Return requests, cancellations and claims should be sent to:

Artisanal Fifty Five Ltd
Trading as Totem Nairobi
Located at Village Market, Nairobi, Kenya
Email: hello@totemnairobi.com