Refund Policy

Last updated: 25 August 2026

This policy explains how cancellations, returns and refunds work when you order from the oaks.delivery website or the Oaks & Corks mobile application, operated by Sironka Limited T/A Oaks and Corks, a company registered in Kenya. It forms part of our Terms of Service.

1. Cancelling an order

Because we deliver quickly, you can cancel or change an order at any time before it is handed over — including by handing the items back to the rider at the door, for any reason. In that case we refund the price of the returned goods in full.

2. After delivery

We do not offer change-of-mind returns after you have accepted goods that match your order. This does not limit your rights where an item is damaged, leaking, expired, missing, short, or otherwise does not match its description or your order — and a problem is not excluded merely because it was not visible at the door. Please check your order at the point of delivery and report any problem to the rider on the spot or to us as soon as possible, with a photo where you can, so we can put it right. Nothing in this policy excludes any right or remedy that cannot lawfully be excluded under Kenyan law.

3. Refused or failed deliveries

We sell alcoholic drinks to adults only. Our rider will not hand over an order if they cannot confirm the recipient is 18 or over, if the recipient cannot show acceptable proof of age when asked, if the recipient reasonably appears intoxicated, or if handing over the order would be unlawful. Where handover is refused for these reasons, we refund the price of the goods returned to us; the delivery fee may be retained, since the delivery was attempted.

If we cannot complete delivery because no suitable adult is available, the address is wrong or unreachable, or access is refused, we may return the order. You can then choose a re-delivery, or a refund of the returned goods less the delivery fee for the attempted delivery.

If we cancel an order you have already paid for — for example where an item is out of stock or we cannot deliver — we will refund it.

4. How refunds are paid

Approved refunds go back to your original payment method: card refunds to the card you paid with, and M-Pesa refunds to the originating M-Pesa account. Where you paid from your wallet — or where you prefer store credit — we credit your Oaks & Corks wallet.

5. How long refunds take

• Wallet credit — applied immediately once the refund is approved.
• M-Pesa — within 2 business days of approval.
• Card payments — 7–14 business days. Card refunds are processed through our payment partners and the card schemes, and the exact date the money shows on your statement depends on your card issuer.

6. How to request a refund

Report a problem to the rider at the door, or contact us:

Sironka Limited T/A Oaks & Corks
Email: info@oaks.delivery
Order line: 0700 245 245
Website: oaks.delivery