RETURNS & REPRINTS

Last updated 17 October 2026.

All-Pod offers custom printing, personalised merchandise and ready-made designs. Check which type you are ordering: a ready-made design may be held as finished stock or produced after payment. Its product page shows the available variants and estimated dispatch time. The defect and approved-specification protections below apply to both routes.

Ready-made designs

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.

Custom and personalised production

These items are made to your approved artwork and specification. General change-of-mind returns are not offered after production has started. This does not remove the remedies below when the product is defective or differs from the approved order.

Before you pay: the size check

When you upload artwork, we compare its detected dimensions against the product’s standard size before you check out. If they don’t match, you’ll see exactly what we detected against what was expected, and you decide how to proceed — scale the file to fit, or replace it — before paying anything. Once you’ve accepted a quote with a mismatched file anyway, that’s your call to make, and we print what you approved.

If the fault is ours

If your order arrives visibly different from what you approved — the wrong paper, wrong finishing, misprinted colour on a correctly-supplied CMYK file, or a production defect — contact us within 7 days of delivery with photos of the issue. We’ll reprint the affected items at no charge, or refund that portion of the order if a reprint isn’t practical.

The seven-day reporting process does not remove your rights under Kenyan law.

If the file was the issue

If a job prints exactly as supplied and the result doesn’t look right because of something in the original file — low-resolution artwork, a colour shift from RGB to CMYK, missing bleed, a font that wasn’t embedded, or a size mismatch you chose to proceed with — that’s not a production fault, and a reprint is billed as a new order. We flag the issues we can detect automatically before you pay specifically so this doesn’t happen; see file preparation.

Design-help orders

If you checked out without artwork and requested design help, you’ll see and approve the proof our design team produces before it goes to print — revisions at that stage are part of the design service, not a reprint.

Cancelling an order

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.

Refunds

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.

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.

Quote validity

A configured quote is priced at the rates in force when you generate it and stays valid for 24 hours. This isn’t a returns issue in itself, but it’s the other half of “what you approved is what you get” — a quote that expires before checkout has to be re-priced at whatever rates apply when you start again.

How to reach us

Sign in to request help with your paid order and follow its review, remedy and refund progress.

Working days and the full payment, approval and group-order rules are explained in the ordering and after-sales policy.

Email info@all-pod.co.ke or call +254112209887, with your order number from the confirmation email. You can also look up an order’s status at Track an order.