Refund and Returns Policy
1. Overview
At Mjengo.co.ke, we are committed to ensuring your satisfaction with every purchase. We understand that sometimes a product may not meet your expectations or requirements. This Return Policy outlines the procedures, timeframes, and conditions for returning products purchased from our website.
2. Return Period
Customers may return products within 7 days from the date of delivery, subject to the terms and conditions outlined in this policy.
3. Return Eligibility
3.1 Eligible Products
The following products may be eligible for return:
• Products with manufacturing defects
• Damaged products (where damage occurred prior to delivery)
• Incorrect products (different from what was ordered)
• Products that do not match their description on our website
3.2 Non-Returnable Products
The following products are not eligible for return:
• Custom-made or specially ordered products
• Bulk construction materials that have been opened or partially used
• Safety equipment and personal protective gear once opened or used
• Products damaged due to improper handling after delivery
• Software, digital products, or downloadable content
• Products marked as “Final Sale” or “Non-Returnable”
• Products where the original packaging has been significantly damaged or discarded
4. Return Conditions
To qualify for a return, products must meet the following conditions:
• The product must be returned in its original condition
• The product must be unused and in resalable condition
• The product must be in its original packaging with all labels intact
• The product must be accompanied by the original receipt or proof of purchase
• The product must not show signs of wear, damage, or alteration by the customer
5. Return Process
5.1 Initiating a Return
To initiate a return:
1. Contact our Customer Service team within 7 days of receiving the product via:
◦ Email: info@mjengo.co.ke
◦ Phone: [0714 540 444]
◦ WhatsApp: [0722 722 212]
2. Provide the following information:
◦ Order number
◦ Product details
◦ Reason for return
◦ Photos of the product (if applicable, especially for damaged items)
3. Our Customer Service team will review your request and provide you with a Return Authorization Number (RAN) if approved.
5.2 Return Shipping
• For manufacturing defects, damaged products, or incorrect items, Mjengo.co.ke will arrange for pickup at no cost to the customer.
• For returns due to change of mind or other customer-initiated reasons, the customer is responsible for return shipping costs.
• All returns must be properly packaged to prevent damage during transit.
• The Return Authorization Number (RAN) must be clearly marked on the outside of the package.
6. Refund and Replacement Options
6.1 Refund Options
Upon successful return and inspection of the product, customers may choose one of the following options:
• Store credit (valid for 6 months from date of issue)
• Replacement of the same product
• Refund to the original payment method
6.2 Refund Processing
• Refunds will be processed within 7-14 business days after we receive and inspect the returned product.
• Refunds will be issued to the original payment method used for the purchase.
• Refunds will include the cost of the product but may not include shipping charges, unless the return is due to our error.
6.3 M-Pesa Refunds
For purchases made via M-Pesa:
• Refunds will be processed back to the same M-Pesa number used for payment
• Processing may take 3-5 business days
• Transaction fees charged by Safaricom are non-refundable
7. Damaged or Defective Products
7.1 Inspection upon Delivery
• Customers are advised to inspect all products at the time of delivery before signing the delivery confirmation.
• Any visible damage should be noted on the delivery receipt and reported to our Customer Service team immediately.
7.2 Hidden Defects
• If a defect is discovered after delivery but within the return period, customers should contact our Customer Service team as soon as possible with photos and a description of the defect.
8. Large and Bulky Items
For large or bulky construction materials:
• Inspection will be conducted at your location before processing a return
• A technical team may be dispatched to verify the issue
• Special handling fees may apply for returns of bulky items if the return is not due to a product defect or error on our part
9. Special Circumstances
9.1 Building Materials Quality Concerns
For quality concerns related to cement, concrete, or other building materials:
• Contact us within 24 hours of delivery
• Do not use the product if you suspect quality issues
• A quality assessment may be conducted before authorizing a return
9.2 Tools and Equipment
For tools and equipment returns:
• All components, accessories, manuals, and warranty cards must be included
• Technical issues must be reported within 48 hours of delivery
• Signs of usage may affect eligibility for return
10. Contact Information
For any questions or to initiate a return, please contact our Customer Service team:
• Email: returns@mjengo.co.ke
• Phone: [0714 540 444]
• WhatsApp: [0722 722 212]
• Office hours: Monday to Friday, 8:00 AM to 5:00 PM; Saturday, 9:00 AM to 1:00 PM
11. Changes to Return Policy
Mjengo.co.ke reserves the right to modify this Return Policy at any time. Any changes will be effective immediately upon posting on our website. Customers are encouraged to review this policy periodically.
12. Consumer Rights
This Return Policy does not affect your statutory rights as a consumer under Kenyan law, including those under the Consumer Protection Act, 2012.