Grand opening, up to 5% off all items. Only 3 days left
Follow Us
Last Updated: 9 August 2026
At Madrinks, we take the quality, safety and integrity of our products seriously.
Because alcoholic beverages are consumable products that require appropriate handling, storage and age-controlled delivery, returns and exchanges are strictly limited.
Customers should carefully review their order before completing payment. Once an order has been dispatched or delivered, changes, cancellations, returns and exchanges may not be possible except in the circumstances described below or where otherwise required by applicable law.
Madrinks generally does not accept returns or exchanges based solely on a change of mind, personal preference, incorrect selection by the customer, or failure to enjoy a product after purchase.
Examples include:
For alcoholic beverages, these restrictions are particularly important because we cannot reliably verify how a product has been stored, handled or tampered with after leaving our control.
Opened, partially consumed or tampered-with alcoholic beverages are not eligible for return or exchange, except where required by applicable law.
This includes products where:
Once an alcoholic beverage has been opened or its original seal has been compromised, Madrinks cannot reliably establish the product's condition, authenticity, handling or storage history.
For health, safety and product-integrity reasons, such products generally cannot be resold.
An unopened product may only be considered for return where Madrinks has expressly approved the return in advance.
Approval is not automatic.
Where a return is approved, the product must generally:
Madrinks may reject a return if the product's condition, packaging or integrity cannot be satisfactorily verified.
If Madrinks delivers a product that is materially different from the product ordered, please contact us as soon as possible.
Where the error is confirmed to have been caused by Madrinks, we may, at our discretion and subject to applicable law:
Customers should not open or consume an incorrectly delivered alcoholic product if they intend to report it as an order error.
Where possible, please retain the product and its original packaging until we advise you on the next steps.
If your order arrives visibly damaged, broken or leaking, please notify Madrinks as soon as possible.
Examples include:
Do not consume a damaged or leaking alcoholic product.
Where possible, take photographs of:
These photographs may be required to help us investigate the issue with our delivery or logistics provider.
Where the damage is confirmed to have occurred before or during delivery, Madrinks may provide an appropriate remedy, which may include replacement, refund or credit, subject to applicable law and our assessment of the circumstances.
Customers should not accept or consume a product if they reasonably believe that it has been tampered with.
Contact Madrinks immediately if:
Do not consume a product you suspect has been tampered with.
Madrinks may require photographs, product information and other reasonable evidence to investigate the matter.
If you believe an unopened product has a genuine quality defect, contact Madrinks promptly.
Please provide:
Do not dispose of the product before contacting us unless it presents an immediate health or safety concern.
Madrinks may require the product to be made available for inspection where reasonably necessary.
Madrinks does not accept returns or refunds solely because a customer does not like the taste, aroma, strength, appearance or characteristics of a product where the product supplied was the product ordered and is not otherwise defective.
Alcoholic beverages have different characteristics, flavours, strengths and profiles.
Customers are responsible for reviewing available product information before placing an order.
Customers are responsible for reviewing their cart carefully before completing payment.
If you accidentally select:
Madrinks may not be able to amend or cancel the order after it has been processed or dispatched.
Once delivered, a change-of-mind return may not be accepted.
If you need to cancel an order, contact Madrinks immediately after placing it.
Cancellation requests are not guaranteed.
An order may not be cancellable once it has:
If an order has already entered the fulfilment or delivery process, applicable delivery or handling costs may not be recoverable.
Madrinks takes age verification seriously.
Where an order contains alcohol, the recipient may be required to provide valid identification confirming that they meet the applicable legal drinking-age requirement.
If delivery is refused because the recipient:
the order may be cancelled or returned to Madrinks.
A refund in such circumstances is not automatically guaranteed and will depend on the circumstances of the order, applicable delivery costs, payment processing costs and applicable law.
Madrinks will not facilitate the transfer of alcoholic products to an underage person.
Madrinks may refuse to complete an alcohol delivery where the intended recipient appears to be significantly intoxicated and completing the transaction would create a reasonable safety, legal or responsible-service concern.
Where delivery is refused for this reason, the order may be returned to Madrinks.
Any refund will be assessed based on the circumstances and applicable law.
A customer is responsible for being available to receive their order at the agreed delivery location.
A delivery may be considered unsuccessful where:
Additional delivery charges may apply for subsequent delivery attempts.
Customers must not independently send alcoholic beverages back to Madrinks without first receiving written or recorded approval from our customer support team.
Do not send products back without contacting us first.
Unsolicited returns may not be accepted or processed.
Madrinks will provide return or collection instructions where a return has been approved.
Where a refund is approved, the amount refunded may depend on the circumstances of the case.
Where applicable, Madrinks may deduct legitimate costs that are the customer's responsibility, including approved delivery or collection costs, subject to applicable law.
Refunds will generally be processed using the original payment method where reasonably possible.
The time required for funds to appear in the customer's account may depend on the payment provider or financial institution.
Madrinks reserves the right to reasonably investigate a return, refund or exchange request.
Depending on the nature of the complaint, we may request:
This is particularly important for claims involving damaged, defective, contaminated or allegedly tampered-with products.
Providing requested information does not guarantee that a refund, replacement or exchange will be approved.
Madrinks reserves the right to investigate suspected fraudulent, dishonest or abusive return and refund activity.
Examples may include:
Where fraudulent or abusive activity is reasonably suspected, Madrinks may decline the request and take other appropriate action permitted by law.
Nothing in this Returns & Exchanges Policy is intended to remove, restrict or override any mandatory rights or remedies available to consumers under applicable Kenyan law.
Where applicable law provides a customer with a non-excludable right to a remedy, that right will continue to apply.
If you believe you have received a damaged, defective, incorrect or otherwise problematic product, contact Madrinks as soon as reasonably possible.
Please provide:
Order Number:
Name:
Phone Number:
Product:
Issue:
Photographs/Videos: Where available.
Prompt reporting allows us to investigate issues with our fulfilment and delivery partners while relevant evidence is still available.
Madrinks takes product safety, responsible alcohol sales and customer satisfaction seriously.
Please inspect your order upon delivery and report any genuine issue promptly.
Do not consume any alcoholic beverage that appears damaged, contaminated, tampered with or otherwise unsafe.
18+ only.
Alcohol can impair judgment, coordination and reaction time.
Never drink and drive.
Never operate machinery after consuming alcohol.
Do not provide alcohol to persons below the applicable legal drinking age.
Gin
