Return, Refund and Warranty policy

All warranty periods indicated are from Mtunda.com, unless otherwise noted, and are limited by the manufacturer's warranty policies. Actual manufacturer warranty periods may vary depending on product and manufacturer and may be longer than the warranty period covered by Mtunda.com. Please refer to the manufacturer's website or product manuals/packaging for more information.

Generally, the manufacturer's limited warranty will only cover the product for manufacturing defects and will not cover any physical damage to the product from misuse, dropping, any damage, etc. In no way does Mtunda.com warrant any product for fitness of use or for representations made by the manufacturer.

To receive warranty service on your product, you must contact Mtunda.com by PHONE or email to address the problem. Our technical support team will be registering your complain and providing you a RMA Reference number which will be used for further services.

After receiving an RMA Reference number, you will be required to ship the defective item back to Mtunda.com with the RMA number marked or labeled on the package. Also include a copy of your invoice and any email correspondence you have had with our support staff. Mtunda.com recommends that appropriate measures are taken to safeguard the product from damage during shipping, as Mtunda.com does not warrant a physically damaged product. Mtunda.com does not accept packages sent collect or COD. The customer must pay for shipping and provide the necessary information and receipt for reimbursement, if applicable.

Mtunda.com will not cover any shipping charges for any products.

If customer will use for picking up and drop of our service for RMA items, he will be charged ksh 500 (Five hundred Kenyan shillings) for our pickup and drop services in Nairobi around CBD only.

If the product is determined to be defective and it is covered by our warranty policy, you will be informed and when it will be ready will be shipped out as soon as possible or you have to come to our store to pick up when it will be ready for pick up and you will be informer by e-mail or phone.

For any defective products you will have to wait an estimated 2~6 weeks until Mtunda.com gets a replacement or repaired item back from the manufacturer or SUPPLIER.

It is recommended that customers deal directly with the manufacturer for all retail products for faster turnaround times. Some manufacturers offer direct-swap, cross-ship, or even next-day to-your-door replacement warranty services.

Mtunda.com can help facilitate warranty service between you and the manufacturer for retail items, but will not cover any expenses incurred for warranty service. For any products that have a warranty, Mtunda.com will not cover shipping charges.

If the product sent to us is not defective, you will be charged for shipping charges.

Refunds will be made through the original mode of payment selected at the time of ORDER generation.

Mtunda.com is limited to the service level offered by the manufacturer or supplier, please read your product warranty information carefully before contacting us.

 

Items bought from Mtunda.com can be returned within 7 days of purchase if they meet the preconditions of returned items. 

Once the item is received at our main pickup location in Nairobi CBD Mithoo Business Center, Shop T10 3rd floor, it takes 7 business days for the refund to be processed and 7 business days for the refund amount to show up in your account.

An item can be returned if; 

• Does not work.
• Wasn’t the specification you needed such as wrong color or wrong product specification. 
• Was damaged on delivery. 
• Product has factory defects.
• Product has missing parts
• Wrong item received from what was ordered
• Product looks different from website image
• Received different color/size/fit
• Received more quantity than ordered
• Note Food & beverages cannot be returned.

To return an item, please call our customer care numbers 0110710388 or 01170521640 or visit our pickup location along Moi avenue, Nairobi CBD, Mithoo Business Center Shop T10 3  floor. 

Please Note:

§  Return for replacement within: 7 days

§  Restocking Fee:  Yes

This is our Standard Return Policy. Items covered by this policy must be returned within 7 days of the invoice date. Will be applied Restocking Fee from 15%. For more details and policy please visit Customer satisfaction policy.

PROMOTIONAL, DEALS, SALE, DISCOUNT AND SELLING WITH SUPER LOW PRICE PRODUCTS STANDARD RETURN POLICY

§  Return for refund within: no

§  Return for replacement within: 7 days

§  Restocking Fee:  Yes

This is our Standard Return Policy for Promotional, Deals, Sale, Discount and Selling with Super LOW PRICE Products. Items covered by this policy must be returned for replacement within 14 days of the invoice date. Will be applied Restocking Fee from 15%. For more details and policy please visit Customer satisfaction policy.

No warranty of any kind would be available on any products that are provided as part of promotional deals, special offers, bundle offers and clearance stock, or noted as free or super low price.

• Please Note that some orders require an initial payment (partial payment/deposit) of selling price before the item or product is shipped from dubai. this is an assurance that the item will be taken or accepted to avoid cancellation of the order or change of mind since its internationally shipped at customers request and confirmation.
• In-addition customers are given grace period of 2 weeks to collect their items and pay final remaining balance or payment from the time the goods arrive at the pickup place that is for Kenya the shop/showroom(Mithoo building T10) and for Kenya (Mithoo building Shop T10). Failure to make the final payment after the items arrive and when our customer service has contacted the below terms apply;
• A final reminder and call will be done to you to remind you to make the final payment.
• Failure to comply to the payment terms then your initial deposit payment will be subject to the 15% restocking fees and refunded only after we are able to resale that item you ordered and failed to pick in the stated period.
• After 2(Two weeks) grace period item is put back on sale and will be sold to any other customer and your initial deposit payment will be subject to the 15% restocking fees and refunded only after we are able to resale that item you ordered and failed to pick in the stated period.
• If you pick and make full payment of the item after two weeks but before the item is sold to another customer then 15% restocking fees doesn’t apply.

If you come to pick and make the full payment of the item after the two weeks grace period and product is sold to another customer then 15% restocking fees applies for refund of your initial deposit but if you choose to order again the same product but with full payment of the product selling price of the order then restocking fees doesn’t apply but order processing  and collection time applies.

 

NOTE FOR GOODS BOUGHT FROM AMAZON OR EXTERNAL THIRD PARTY WEBSITES

• Products purchased from Amazon or other external platforms may have longer shipping times than standard Mtunda orders.
• Estimated delivery time for such orders is 1–2 weeks or more, depending on the origin of the shipment (USA, UK, China, etc.), before reaching Dubai and then being forwarded to Uganda or Kenya.
• While we strive to ensure fast delivery, shipping times are subject to delays beyond our control (such as customs processing, supplier dispatch times, and international logistics).
• Customers will be updated on the status of their shipment and notified of any significant delays.
• Full payment is required before an order is placed. Mtunda does not accept deposits or partial payments.
• No warranty, no returns: Products purchased through Mtunda from Amazon or other platforms are not covered by any warranty, as the original sellers do not extend a warranty to us. Customers must acknowledge this before placing an order.
• Customer responsibility in product selection: Customers are responsible for choosing their products. While Mtunda sales agents may offer guidance, they do not make purchasing decisions on behalf of customers.
• Mtunda is not liable for defects, performance issues, or quality concerns related to third-party products. Customers should carefully review product descriptions, seller ratings, and customer reviews before purchasing.
• By purchasing from Mtunda, customers agree to these terms and acknowledge the stated policies.