Terms and Conditions

1. Introduction and scope [REVISED]

These Terms govern use of www.mtunda.com and purchases made from MTUNDA Kenya, operated by Mtunda Trading at KTDA Farmers Building, Suite 309, Moi Avenue, Nairobi CBD, Kenya. “MTUNDA”, “we” and “us” refer to the Kenya store operator; “customer” and “you” refer to website users and purchasers. These Terms apply to orders placed with MTUNDA Kenya. Orders made through MTUNDA Uganda are governed by its separate terms. These Terms do not limit rights that cannot lawfully be excluded.

2. Website use and customer accounts [REVISED]

Customers must provide accurate contact and delivery information and safeguard their account credentials. Do not interfere with the website, attempt unauthorized access, or misuse its content. MTUNDA may suspend accounts or decline orders for legitimate reasons such as fraud, misuse, non-payment, or legal compliance, subject to applicable law. Changes to these Terms apply prospectively, with the current version and effective date displayed on the website.

3. Intellectual property [REVISED]

Website text, images, branding and other materials belong to MTUNDA or their respective owners and may not be copied or commercially reused without permission, except as permitted by law.

4. Eligibility [REVISED]

Customers placing orders must be at least 18 years old or act through a parent or legal guardian authorized to purchase. Any legal responsibility of minors and guardians is determined by applicable law.

5. Product information, prices and availability [REVISED]

Prices on the Kenya store are ordinarily shown in Kenyan shillings (KES). Product details, stock availability and prices may change before an order is accepted. If a material listing or pricing error affects an order, MTUNDA will contact the customer and offer a corrected order or cancellation with refund of amounts paid for the affected item. Confirmed orders will not be repriced unilaterally. Any international currency quotation must be identified clearly before payment.

6. Order confirmation and payment [REVISED]

An order request is subject to confirmation of product availability, total price, payment method and fulfillment arrangements. For ordinary specially imported products, customers may pay a minimum 50% deposit before sourcing or the full 100% upfront. Any outstanding balance is payable upon delivery or collection. Products already in stock in Kenya may be eligible for cash on delivery where offered by MTUNDA. Amazon and other customer-requested external purchases require 100% payment before the order is placed.

6A. Cash on delivery (COD) [ADDED — CONFIRMED]

Cash on delivery is available only for eligible products already in stock in Kenya, where MTUNDA offers that payment option. Specially imported products require a minimum 50% advance deposit or full payment, and customer-requested Amazon/external purchases require full prepayment. Customers must provide a correct delivery address, a working telephone number, and remain reachable for delivery coordination. If a delivery attempt fails because the customer provided an incorrect address, the customer must collect the order from MTUNDA; no second delivery attempt will be made for that order. MTUNDA does not charge a penalty solely for an unsuccessful delivery attempt. Repeated refusal of orders without justification, incorrect addresses, or other misuse may result in loss of COD privileges, and MTUNDA may require full prepayment for future orders.

7. Dubai sourcing and delivery timelines [ADDED]

MTUNDA may source requested products from Dubai and other international suppliers. The typical shipping estimate previously discussed is 3–5 working days, but this is an estimate, not a universal guarantee; availability, customs, transport and other factors may affect fulfillment. MTUNDA will communicate material delays. If MTUNDA fails to meet a specifically agreed delivery timeframe without notice or the customer's agreement to an extension, the customer may request cancellation and a full refund for the undelivered item, without a restocking fee, subject to applicable law and the facts of the order.

8. Customer cancellation and change of mind [ADDED]

For special-order imports, customers should confirm product specifications before authorizing purchase. Once MTUNDA has purchased the product or it is in transit, a change-of-mind cancellation may be declined, subject to applicable consumer rights. MTUNDA will disclose any applicable, reasonable cancellation costs before accepting a special order. This provision does not restrict remedies for MTUNDA's non-performance, defective goods, or other legally protected claims.

9. Collection, outstanding balances and uncollected goods [REVISED]

Customers should pay any outstanding balance and collect their product within 14 calendar days after MTUNDA notifies them that it is ready for collection. Recognizing that some customers may need to wait for their monthly salary, MTUNDA allows up to one calendar month from the date of that notification before making a final telephone call. At that point, MTUNDA informs the customer that the uncollected item may be offered for resale. If the customer pays and collects before resale, no restocking fee applies. If the customer no longer wants the item and it is resold, a restocking fee of 15% of the total product selling price applies; any refundable balance of the deposit is processed after resale, subject to applicable law. If the original item has already been sold and the customer wishes to order the same product again, the new order requires 100% advance payment. The estimated 3–5 working-day delivery period starts when MTUNDA receives that full payment, subject to availability and communicated delays. Consistent with the original policy, the 15% restocking fee is waived when the customer elects to reorder the same product with full prepayment rather than request a deposit refund. Any charge or refund arrangement remains subject to applicable consumer rights.

10. Returns, defects, replacements and warranty [ADDED]

MTUNDA does not accept change-of-mind returns where the customer receives the product ordered and it is free from defects, subject to mandatory consumer rights. Returns or claims may be considered when a product has a manufacturer defect, is incorrect, or has another issue attributable to MTUNDA at the time of sale. Customers should promptly provide their order information and describe the problem. MTUNDA’s team will inspect and assess the item and verify the reported issue. Where the complaint is confirmed, MTUNDA will determine the appropriate remedy—repair, replacement or refund—based on the circumstances, applicable manufacturer terms and law. For electronics, the previously discussed seven-day period is an initial defect-reporting and assessment window; it does not limit any longer applicable warranty or statutory rights. Battery coverage may differ and should be explained at sale.

11. Amazon and other customer-requested third-party purchases [REVISED]

Orders placed by MTUNDA at a customer's request from Amazon or another external third-party seller require full prepayment, rather than the ordinary 50% import deposit. Customers select the product and should review seller information, specifications and compatibility before authorizing purchase. MTUNDA's existing policy states that these purchases do not carry an MTUNDA-provided warranty or discretionary return entitlement; however, any rights that apply under law, and any seller/manufacturer rights that can actually be exercised, are not excluded by this statement. MTUNDA will explain any known limitations before accepting payment.

12. Customer communication and support [ADDED]

MTUNDA will use the contact details supplied with the order to communicate confirmations, arrival notices, delivery arrangements and material changes. Customers should keep their details accurate and respond to reasonable requests needed to complete fulfillment. Support contact: customerservice@mtunda.ug. [VERIFY] Confirm that this mailbox is active and insert the approved Uganda phone numbers.

13. Liability and third-party links [REVISED]

MTUNDA aims to provide accurate product information but cannot guarantee that third-party websites are error-free. External links are provided for convenience; third-party content is controlled by its respective operator. Nothing in these Terms excludes liability or remedies where doing so would be prohibited by applicable law.

14. Applicable law and contact details [ADDED]

These Kenya store Terms are intended to operate subject to applicable Kenyan law. MTUNDA Trading, KTDA Farmers Building, Suite 309, Moi Avenue, Nairobi CBD, Kenya; www.mtunda.com. Kenya support: +254 110 710 388 / +254 117 052 164. Any dispute should first be raised with customer support for an opportunity to resolve it amicably, without preventing use of lawful complaint or dispute-resolution channels.