1. Damaged, short or incorrect orders
Check the goods at handover. Record visible damage, shortages or incorrect products on the delivery note and notify us immediately. If an issue is not visible at handover, report it within 24 hours of delivery with the order reference, description and clear photographs.
2. Standard-stock returns
A return request for an unused, unopened and resalable standard-stock product must be made within 7 calendar days of delivery or pickup. Do not send goods back before receiving written return approval and return instructions.
3. When a return or remedy may be approved
A remedy may be approved where the supplied item is materially different from the confirmed order, the quantity is short, the product is damaged before or during Mjengo-arranged delivery, or an eligible standard-stock item is returned in its original condition within the stated timeframe. Depending on the issue, the remedy may be replacement, completion of the shortage, repair where appropriate, store credit or refund.
4. Products generally not returnable
Unless defective or incorrectly supplied, returns are generally not accepted for opened cement or chemicals; cut, fabricated, drilled, mixed, installed or used materials; custom-sized roofing or granite; special-order products; clearance products disclosed as final sale; or goods damaged by storage, handling, weather exposure or installation after handover.
5. Return transport and costs
Where Mjengo supplied the wrong item or verified that damage occurred before or during Mjengo-arranged delivery, we will coordinate the appropriate collection or replacement. For an approved change-of-mind return, the customer is responsible for safe return transport and any agreed collection cost. Any deduction will be disclosed before the return is completed.
6. Refund process
Approved refunds are issued after the goods are received, inspected and reconciled with the order. Refunds are normally processed within 7–14 business days after approval using the original payment method where possible. Bank and payment-provider processing times may add additional time.
7. Order cancellation
Contact us as soon as possible to request cancellation. A standard-stock order may be cancelled before dispatch. Custom, fabricated, cut or supplier-committed orders may not be cancellable after work or procurement has started. Any applicable non-refundable amount will be explained before the order is confirmed.
8. Applicable rights
Nothing in this policy removes rights that cannot lawfully be excluded under applicable Kenyan law.
9. How to request support
Call 0722 123 456 or email sales@mjengo.co.ke. Include your full name, order reference, product, quantity, delivery or pickup date, reason for the request and supporting photographs where relevant.
Contact Mjengo before placing an order if you need an explanation of any condition.