Cowa Business Centre and Market Hub
Website: https://cowa.co.ke
Email: admin@cowa.co.ke
Effective date: 21 October 2026
1. Introduction
Cowa Market Hub is an online marketplace where independent vendors offer physical products, digital products and services to customers.
This policy explains how orders are delivered, who is responsible for fulfilment, what customers can expect regarding delivery timelines, and how delivery problems are handled.
This policy applies to purchases made through https://cowa.co.ke and should be read together with Cowa’s Terms and Conditions, Refund and Cancellation Policy, and Payment, Commission and Vendor Payout Policy.
2. Order Processing
Orders are processed after payment has been confirmed, subject to product availability and any additional requirements disclosed at checkout.
Processing times may vary depending on the vendor, product type, order volume and fulfilment arrangements.
Customers should review the product listing and any delivery information provided before placing an order.
If a vendor cannot fulfil an order, the customer should be informed and offered the appropriate next steps in accordance with Cowa’s Refund and Cancellation Policy and applicable law.
3. Physical Products
Physical products sold through Cowa may include clothing, printed books, electronics, home appliances and other approved goods.
Unless the listing states otherwise, the vendor is responsible for preparing the order for dispatch and providing accurate fulfilment information.
Delivery may be handled directly by the vendor or through a courier, postal service or other delivery provider.
Customers should provide complete and accurate delivery details, including their name, phone number, delivery address and any necessary directions.
Incorrect or incomplete delivery details may cause delays or additional delivery arrangements.
4. Delivery Areas and Availability
Delivery availability depends on the vendor, the product, the delivery provider and the destination.
Some products may be available only in selected towns, counties or regions within Kenya. Other vendors may offer wider delivery coverage.
The applicable delivery area and any restrictions should be disclosed in the product listing or communicated before the customer completes the purchase.
International delivery, where available, may be subject to additional shipping charges, customs requirements, import duties and other applicable fees.
Customers should confirm delivery availability and any additional charges before ordering where these details are not shown at checkout.
5. Delivery Charges
Shipping or delivery charges, where applicable, will be displayed at checkout or communicated to the customer before the order is finalised.
Charges may depend on the product’s size, weight, destination, delivery method and vendor arrangements.
Where multiple vendors supply items in one order, separate delivery charges or separate deliveries may apply.
Customers should review the order summary before completing payment. Any additional charge that has not been disclosed as required by law should not be imposed without an appropriate basis.
6. Estimated Delivery Times
Estimated delivery times depend on the vendor’s processing time, the delivery provider, the customer’s location, product availability and other relevant circumstances.
Where available, an estimated delivery period will be stated in the product listing, at checkout or in the order confirmation.
Delivery estimates are not guaranteed unless expressly stated as guaranteed. Cowa and its vendors will make reasonable efforts to fulfil orders within the communicated period and to inform customers of significant delays.
Public holidays, severe weather, transport interruptions, network outages and other circumstances beyond reasonable control may affect delivery.
If a significant delay occurs, customers should contact the vendor or Cowa for an update.
7. Tracking and Delivery Confirmation
Where tracking is available, the vendor or delivery provider may provide a tracking number or other delivery-status information.
Customers should use the information supplied to monitor their orders.
Some delivery arrangements, especially local or direct vendor deliveries, may not provide online tracking. In such cases, the vendor should communicate the available delivery updates.
A customer should report an order marked as delivered but not received as soon as reasonably possible so that the delivery can be investigated.
8. Digital Products and Electronic Delivery
Digital products do not require physical shipping. These may include eBooks, downloadable files, online courses, audio content and other electronic materials.
Where a digital product is supplied automatically, access or download instructions may be provided after payment confirmation. Other products may require the vendor to provide access manually.
Customers should check their account, order confirmation and any relevant email or download instructions.
Customers should also check spam or junk folders where delivery instructions are sent by email.
If a digital product is missing, inaccessible or corrupted, customers should contact Cowa at admin@cowa.co.ke with their order number and a description of the problem.
Cowa or the vendor will investigate and, where appropriate, restore access, provide a working file or offer another remedy under the Refund and Cancellation Policy and applicable law.
9. Online Courses, Event Tickets and Bookable Services
Online courses may be delivered through account access, a course platform, a download or another method stated in the product listing.
Event tickets may be delivered electronically, including by email or through an account where the relevant arrangements support this.
Coaching, consultations and training services are generally fulfilled through an agreed booking, appointment, meeting link or other stated arrangement.
Customers should review the product or service description for access instructions, booking details, attendance requirements and any applicable cancellation conditions.
If access details, tickets or booking information are not received, customers should contact the vendor or Cowa for assistance.
10. Incorrect, Damaged or Missing Physical Orders
Customers should inspect physical goods upon delivery where reasonably possible.
If an order is damaged, defective, incomplete or different from the product ordered, the customer should contact the vendor or Cowa promptly and provide the order number and supporting details.
Photographs or other reasonable evidence may be requested to help investigate the problem.
Depending on the circumstances and applicable law, the available remedy may include delivery of missing items, replacement, repair, refund or another appropriate solution.
Customers should not return products until they receive instructions about the return process, unless applicable law requires otherwise.
Nothing in this policy limits a customer’s statutory rights concerning defective, unsafe, misrepresented or otherwise non-compliant goods.
11. Failed Delivery and Incorrect Addresses
A delivery may fail because of an incorrect address, an unavailable recipient, unsuccessful contact attempts or other circumstances affecting delivery.
Where reasonable, the vendor or delivery provider may contact the customer to arrange another delivery attempt or collection.
Additional delivery charges may apply to a re-delivery only where the charge is lawful, appropriately disclosed and applicable to the circumstances.
If delivery cannot be completed, the vendor or Cowa will communicate the available options and any refund or cancellation implications in accordance with applicable law and Cowa’s Refund and Cancellation Policy.
12. Order Cancellation Before Dispatch
Customers who wish to cancel a physical order should contact the vendor or Cowa as soon as possible.
Cancellation may be possible before an order is prepared or dispatched. Once an order has been dispatched, cancellation may instead require a return or another arrangement under the Refund and Cancellation Policy.
Any cancellation, return or refund will be handled in accordance with the applicable product terms and Kenyan law.
13. Vendor Responsibilities
Vendors using Cowa are responsible for:
- Providing accurate product descriptions and availability information.
- Communicating applicable delivery areas, charges and estimated timelines.
- Packaging products appropriately for transport.
- Dispatching orders within the stated processing period or communicating delays.
- Providing accurate delivery or tracking information where available.
- Responding reasonably to customer enquiries about fulfilment.
- Cooperating with investigations into missing, damaged, incorrect or delayed orders.
- Complying with applicable consumer-protection, product-safety and other legal requirements.
Cowa may contact vendors about fulfilment problems and take appropriate action under its marketplace terms where a vendor repeatedly fails to meet its obligations.
14. Cowa’s Role in Delivery
Cowa operates the marketplace through which independent vendors offer products and services. Unless expressly stated otherwise, Cowa does not itself manufacture, stock, package or physically deliver every product listed on the platform.
The responsible vendor and delivery provider may therefore vary by order.
Cowa may assist customers and vendors in resolving delivery enquiries, but the precise responsibility for fulfilment depends on the relevant order, vendor arrangement, delivery provider and applicable law.
Nothing in this section excludes responsibilities that Cowa may have under applicable law.
15. Contact for Delivery Issues
For questions about order processing, shipping, delivery, digital access or missing orders, contact:
Cowa Business Centre and Market Hub
Email: admin@cowa.co.ke
Website: https://cowa.co.ke
Please include your order number, the product purchased, the date of purchase and a description of the issue. Do not send passwords or payment PINs.
16. Policy Updates
Cowa may update this policy to reflect changes in marketplace operations, delivery providers, product categories or applicable legal requirements.
The current version will be published on https://cowa.co.ke. Material changes will be communicated where reasonably appropriate.
Every Cent Must Be Accounted For.