Obligations of the customer

The customer warrants that he/she is either the owner or the authorized agent of the owner of the goods and that he is authorized to accept and is accepting these conditions not only for himself but also as agent for and on behalf of the owner of the goods.

The customer warrants that he/she has reasonable knowledge of matters affecting the conduct of his business, including but not limited to the terms of sale and purchase of the goods and all other matters relating thereto.

The customer shall give sufficient and executable instructions.

The customer warrants that the description and particulars of the goods are complete and accurate.

The customer warrants that he/she would countercheck whether all goods have been delivered and at the right condition before the rider leaves his/her address.

Dangerous goods

Unless otherwise previously agreed in writing, the customer shall not deliver to the Company or cause the Company to deal with or handle dangerous Goods.

If the Customer is in breach of sub-clause (a) above he shall be liable for all loss or damage whatsoever caused by or to or in connection with the goods howsoever arising. The Customer shall defend, indemnify and hold harmless the Company against all penalties, claims, damages, costs and expenses whatsoever arising in connection therewith and the goods may without notice be destroyed or otherwise dealt with at the sole discretion of the company or any other person in whose custody they may be at the relevant time.

If the company agrees to accept dangerous goods and then, in the opinion of the company or any other person, they constitute a risk to other goods, property, life or health they may without notice be destroyed or otherwise dealt with at the expense of the customer.


The customer shall defend, indemnify and hold harmless the company against all liability, loss, damage, costs and expenses arising: - from the nature of the goods unless caused by the company's negligence, - out of the company acting in accordance with the customer's instructions, or - from a breach of warranty or obligation by the Customer or arising from the negligence of the Customer.

The Customer undertakes that no claim be made against any servant, subcontractor or agent of the company which imposes or attempts to impose upon any of them any liability whatsoever in connection with the goods, if any such claim should nevertheless be made, to indemnify and hold harmless the company against all consequences thereof.

The Customer shall defend, indemnify and hold harmless the company from and against all claims, costs and demands whatsoever and by whomsoever made or preferred in excess of the liability of the company under the terms of these Conditions and without prejudice to the generality of this clause this indemnity shall cover all claims, costs and demands arising from or in connection with the negligence of the company, its servants, sub-contractors and agents. In this clause, "sub-contractors" includes direct and indirect sub-contractors and their respective servants and agents.

Refillable containers

In the event a consumer has ordered refillable water bottles or LPG containers, upon delivery of those goods the empty container shall be exchanged with the refilled one. Refillable containers shall not be exchanged in the event they do not match the standard quality and brand qualification set by Naivas.

If the quality of the refillable container is not up to standard the rider/logistics partner shall bring the refilled container back to the store ordered from, thus the item will be treated as goods on return.

Rights and liberties

If the customer does not take delivery of the goods or any part thereof at the time and delivery address specified, the logistics company is entitled to call the customer to take delivery thereof. In the event the customer does not pick up calls and the rider wait for fifteen minutes; they are obliged to return the goods or any part of the goods to the store ordered from.

In the event the customer is reorders the same order he/she shall cater for the logistics charges.

Notice of loss

Notice of any claim is received by email or call by Naivas at the point of delivery, except where the customer can show that it was impossible to comply with this time limit and that the claim has been made as soon as it was reasonably possible so to do. Otherwise, any claim shall be deemed to be waived and absolutely barred.



Food products

Returns for fresh food products is NOT acceptable once the goods have been sold.

The customer can initiate a return for dry food products within 3 hours after delivery or collection.

Non-food products

Refunds for nonfood products are initiated within 12 hours after delivery or collection for eligible reasons or change of mind.

Eligible reasons may include: wrong, damaged, defective, incomplete, wrong-size, and counterfeit items can be returned (ensure items are reported within the shortest time possible to facilitate an easy return process).

Change of mind- You can return items if you change your mind but refunds will only be processed if the package seal is still intact and if the product is in no way tampered with.

Condition for returning goods.

The original receipt of the goods being returned should be availed.

When returning an item, ensure all seals, tags and accessories are left intact and item is in its original packaging.

All passwords created should be removed, otherwise, your return will be invalid.

Find below the list of product categories that cannot be returned because of change of mind:

  1. Grocery products
  2. Health and personal care goods
  3. Gift cards
  4. Electronic products missing their serial numbers
  5. If the package seal for the goods has been tempered with.
  6. Products which have exceeded the warranty period.
  7. Inner garments
  8. Books and stationery.
  9. Bedding

Get your refund faster when you drop off your return at the nearest Naivas store in which the order had been processed form.

Please review our Return Policy posted on the Site prior to making any purchases.

If the above set guidelines have been adhered to the customer will get their goods replaced/refunded onto the e-wallet or a voucher equivalent to the value of the goods issued.