Mtunda.com currently offers same-day and next-day deliveries to customers around Nairobi metropolitan area only.

Rates

• Ksh 350 Express Delivery Around Nairobi.
• For Orders Ordered outside Nairobi but paid Nairobi shipping rate our customer service Agent will call you and update you with the shipping rates to that area and if you agree you will pay the difference upon delivery.
• For Customers in far area we will send the product by Third parties like G4S or cheap means like bus or taxis after our customer service Agent contacts you to update you about shipping available means to your location and should you agree, we are not responsible for damage or theft of the item because we shipping it at your consent. Otherwise we advise the customer to come and pick the product from our store as we are expending to be able to avail shipping to their location.
• 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 Uganda the shop/showroom(Kampala Plaza shop F3) 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.

All orders before Midday will be shipped out on the same day. After Midday, orders are processed for next-day delivery at the same charge. However, if you want it on the same day after noon, then you can opt for express delivery which costs Kes 350 between noon and 4:00pm.

1. Scope and order types

Regular MTUNDA retail orders, imported MTUNDA orders, and customer-requested purchases from external websites are treated differently. The applicable terms must be explained before payment.

2. Regular returns and incorrect or defective goods

MTUNDA does not accept returns, exchanges or refunds solely because a customer changes their mind, no longer wants a product, or prefers another item. Customers should report eligible product problems within seven (7) days after receiving the product, including manufacturing defects, damage on delivery, missing essential parts, a wrong item, or a product materially different from the confirmed order. Provide order details and supporting evidence where available. This initial reporting period does not extinguish longer applicable warranty or statutory rights.

3. Electronics: initial assessment

Customers should report initial electronics defects within seven (7) days after receipt. MTUNDA will assess the reported issue and advise the available remedy. The seven-day period is for initial reporting, not a guarantee of completing repairs within seven days, and does not replace longer applicable warranties or statutory rights.

4. Warranty coverage and exclusions

Manufacturer or supplier warranty periods vary by product. Where applicable, the stated warranty continues beyond the initial seven-day reporting period. Accidental damage, misuse and unauthorized modifications may fall outside limited warranty coverage, but exclusions must be assessed case by case and cannot override applicable legal rights. Batteries and accessories may have different coverage; this must be disclosed at sale.

5. How to request a return or warranty assessment

Contact MTUNDA Kenya customer support with proof of purchase, order number, product details and the issue. MTUNDA will give instructions and, where used, a return authorization reference. Securely package the product and include accessories reasonably necessary for assessment. Do not send an item without arranging its return with customer support.

6. Inspection, repair and replacement

MTUNDA will inspect or coordinate assessment of returned goods. Verified faults may be addressed through repair, replacement or refund as appropriate under the applicable warranty and consumer rights. Supplier or manufacturer involvement may require additional time; MTUNDA should explain the expected timeframe for each case and communicate material changes. No fixed two-to-six-week deadline is adopted from the outdated policy.

7. Refunds

Approved refunds will ordinarily be issued using the original payment method where feasible, or an agreed alternative. Timing depends on inspection, the applicable remedy and payment provider. The former policy states seven business days for processing plus up to seven business days for funds to appear; confirm whether this remains MTUNDA’s current operational target before publication. No restocking fee applies merely because goods are defective or MTUNDA supplied the wrong goods.

8. Imported MTUNDA orders: payments and collection

For eligible MTUNDA imported orders, customers may pay either a 50% deposit or 100% upfront. Any outstanding balance is due on delivery or collection as agreed. Customers have fourteen (14) days after notice of arrival to collect their order or arrange completion. MTUNDA will issue a final reminder before applying uncollected-order procedures.

9. Uncollected imported orders and restocking

Where a customer does not complete payment or collect an imported order within the 14-day window, the order may be offered for resale. Subject to the agreed Terms & Conditions and applicable law, a 15% restocking fee calculated on the total product price may apply; any eligible refund follows resale. If the customer completes collection and payment before resale, no such fee applies. This uncollected-order charge is separate from defective-goods returns. Full-prepayment cases should be treated consistently with the same terms and applicable law.

10. Cancellations and missed agreed deadlines

MTUNDA does not accept cancellation or return solely for change of mind. For imported orders already purchased or shipped at the customer’s request, cancellation is generally unavailable for that reason. This does not restrict remedies for defective, incorrect or undelivered goods. If MTUNDA misses a specifically agreed delivery deadline without notice or an agreed extension, the customer may request a full refund without a restocking fee under the revised Terms & Conditions.

11. Customer-requested external website purchases

For special customer-requested purchases from Amazon or other external third-party retailers, full payment is required before ordering. These purchases have separate return and warranty limitations that must be disclosed and acknowledged before purchase. MTUNDA cannot promise a manufacturer warranty or discretionary return where none is provided; mandatory consumer rights and MTUNDA’s own obligations remain applicable.

12. Promotions and clearance products

Promotional, sale and clearance items may have disclosed restrictions on change-of-mind returns, but a discounted price does not automatically remove remedies for defective or misdescribed goods. The old policy contradicts itself on seven versus fourteen days for promotional replacements; no separate promotional deadline is asserted until approved.

13. Return shipping and handling charges

Return transport and any inspection or collection fees should be disclosed in advance and allocated according to the cause of return and applicable law. The Uganda-only UGX 15,000 Kampala collection charge does not apply to this Kenya policy; any Kenya-specific service charge must be separately confirmed. No automatic charge applies to justified defect claims.

14. Contact details

MTUNDA Kenya • Mithoo Building, Biashara, Moi Avenue, Nairobi CBD, Kenya • www.mtunda.com • Tel: +254 110 710 388 / +254 117 052 164. Email: [confirm Kenya email before publication].