ORDERING & AFTER-SALES

Payment and sales-managed deposits

Website orders are paid in full at checkout. Individual customers cannot apply for a deposit arrangement. Only Johnesco sales staff can submit a deposit request through the sales process, subject to existing review and funding requirements. A customer account or company workspace does not grant credit or deposit terms.

Approval before production

Production remains on hold until all required artwork, proof, specification, company and sales approvals are complete and the applicable payment or approved funding conditions are met. Approving a template brief or submitting a size collection does not approve a production proof. Changes to approved artwork, quantities or specifications need fresh review before the changed work is released.

Group orders, deadlines and minimum quantities

A group collection gathers sizes and colours. The organizer can review and pay for one order, or ask sales to freeze an approved quotation for separate participant payments. Shared costs, delivery, tax and discounts are allocated in proportion to each participant's order value. The organizer approves the frozen allocation; each participant signs in, approves their own specification and pays their allocation through secure checkout. Production waits for all required approvals, verified participant payments and confirmed costs. Delivery follows the organizer's agreed quotation, including any individually approved recipient destinations and charges.

When a collection reaches its deadline, new entries stop. Johnesco contacts the organizer by email to ask them to remove unwanted entries or extend the deadline. An extension does not reserve stock, preserve an expired quote or authorize production. Contact sales if the minimum quantity is not met; the team can agree a revised quotation, the quantity actually to be printed, or a reprint where appropriate.

A paid quote, invoice or receipt is not overwritten to change quantities. Adjustments use a linked revised commercial document, credit note or new reprint order, with the necessary approval and payment reconciliation.

Cancellation and committed costs

Contact Johnesco as soon as you need to cancel. Before production costs are committed, cancellation receives a full refund. After commitment, the team will explain the documented, non-recoverable materials or work already committed and any remaining refundable amount before agreeing a partial cancellation. Joining a queue alone is not evidence of a cost. A production fault is assessed under the returns and reprints policy.

Defects and Ready-to-Buy exchanges

Report a production defect or a difference from the approved order within seven days of delivery, with your order reference and photographs. Johnesco will review a free reprint of affected items or a refund where a reprint is not practical. This reporting process does not limit rights available under Kenyan law.

For a Ready-to-Buy item without personalisation, request a size, colour or change-of-mind exchange within five working days of delivery. Keep it unused, unwashed and in its original condition with labels and packaging. Contact Johnesco before sending it back; the team confirms the replacement's availability and any agreed delivery or price difference. This exchange window is separate from defect reporting. Custom or personalised items do not qualify for a change-of-mind exchange after production starts.

Refund recipient, amount and timing

An approved full refund returns the full amount actually paid for the cancelled order, including its paid delivery and applicable tax. Payment processing fees are not deducted from that full refund. If only part of an order is affected, Johnesco identifies the affected items and charges in the written refund decision; unaffected goods remain payable. The documented committed-cost exception above applies to a partial cancellation after production commitment.

Refunds go to the original payer through the original payment route where supported. Johnesco processes an approved refund within two working days. The payment provider, bank or mobile-money service may take additional time to make funds available. If the original route needs verification or is unavailable, the team securely verifies the original payer and agrees a supported route; the assistant will not collect bank details or redirect a refund in chat.

Approved invoice credit

Existing prequalification requirements continue to apply. Approved invoice credit has a 30-day payment term, recorded on the invoice. Credit exposure must stay within Johnesco's owner-approved operating-cost ceiling as well as the customer's approved limit. No credit is granted automatically by signing in, joining a workspace or submitting an LPO.

New credit orders are held when an account is overdue. An authorized admin can record a specific exception for review and release under the agreed terms. An exception does not cancel the debt, increase the credit ceiling or bypass production and approval checks. Existing issued invoices retain their recorded terms.

Courier damage and insurance

Johnesco pays for shipment insurance. Courier-caused transit damage is handled through the responsible courier and applicable insurance claim. Report damage to Johnesco promptly with photographs of the goods, packaging and delivery label, and keep the packaging while the claim is reviewed. Johnesco coordinates the claim and tells you the remedy; you do not need to pursue the courier alone. This allocation of responsibility does not remove your statutory rights.

Working days and contacting Johnesco

Working days follow Johnesco's published opening days, excluding Kenyan public holidays and announced closures. Dates and cut-offs use Nairobi time. Send your order reference with an exchange, cancellation, damage or refund request. Do not send passwords, sign-in links or payment credentials.