Skip to content

Payments & Refunds

Last updated 21 September 2026

What happens when an M-Pesa or card payment doesn't go smoothly, and how to get help.

If a payment fails

If you cancel the M-Pesa prompt, enter the wrong PIN, or your balance isn't enough, no money is taken. The same goes for a card your bank declines, or a card page you leave without paying. The website tells you what happened and you can simply try again.

If money left your account but the website didn't confirm

Occasionally M-Pesa's confirmation reaches us late. Please don't pay again: we check with M-Pesa automatically, and once your payment is confirmed your design appears in My Account and we email you. If it hasn't appeared within a few hours, send us your M-Pesa confirmation SMS on WhatsApp.

If you were charged twice

The website stops you paying twice for a design you already own. If a duplicate payment does get through, we're alerted automatically and will refund the extra payment the way you paid — to your M-Pesa number, or to your card (card refunds can take 5–10 working days to show, depending on your bank).

Design files

If a design file doesn't open or doesn't match its description, contact us with your M-Pesa receipt and we'll fix it, replace it, or refund you.

Custom designs

You can cancel a custom request at no cost any time before paying the quote. If we have to cancel a request after you've paid, we'll contact you to arrange a refund.

Uniforms and other items

If we cancel a paid order — for example because a size has sold out — we refund the full amount, delivery included, the way you paid: to the M-Pesa number that paid, usually within 2 working days, or to your card, which can take 5–10 working days to show depending on your bank. For exchanges, such as a different size, message us on WhatsApp with your order number. Items bought in store are handled in store.

Contact us

Appeal Uniforms Ltd., Capital Shopping Mall, Utawala. Message us on WhatsApp or call +254 748 029 072, or email appealuniformsltd@gmail.com.

See also: Privacy · Terms · Payments & refunds