1. Where we deliver

MTUNDA Kenya offers delivery within Nairobi and can arrange delivery to other locations in Kenya, subject to availability, courier coverage and customer agreement. Collection is available at MTUNDA Trading, KTDA Farmers Building, Suite 309, Moi Avenue, Nairobi CBD, Kenya.

3. Local delivery timing

For products already available at our Nairobi collection location, MTUNDA generally arranges dispatch promptly after order confirmation. Same-day delivery may be possible depending on the order time, destination and delivery capacity; otherwise delivery is arranged for the next available working day. Same-day delivery is not guaranteed. These arrangements apply only to stock already available locally, not items being imported.

4. Outside Nairobi

For delivery outside Nairobi, customer service will contact the customer to explain available delivery options and any additional charge before shipment. The customer must agree to the delivery method and cost. MTUNDA may use courier companies or other agreed delivery providers. Customer rights concerning loss or damage are not excluded.

5. Orders sourced from Dubai

Products sourced from Dubai typically take approximately 3–5 working days for international movement and local coordination, subject to supplier readiness, customs, transport and other delays. This estimate is not a guarantee that every item reaches the customer within five working days. MTUNDA will advise the customer of the order-specific estimate and notify them of significant changes. Same-day Nairobi delivery does not apply to items that have not yet arrived in Kenya.

6. Customer-requested purchases from external retailers

Purchases requested from Amazon, Noon, SHEIN or other external retailers may take longer than standard Dubai-sourced orders. Depending on retailer dispatch, origin country, Dubai transit and customs, these orders may take 1–2 weeks or longer. MTUNDA will communicate an estimate and important delays. Full prepayment is required before placing these special orders, as set out in the Terms & Conditions.

8. Arrival notice and collection

When an imported order is ready, MTUNDA will notify the customer. Customers have 14 days from notification to collect their item or arrange completion of payment and delivery. MTUNDA will provide a final reminder. Where an eligible imported order remains uncollected, the conditional 15% restocking charge and resale/refund provisions of the revised Terms & Conditions apply. If the customer completes payment and collection before resale, the restocking charge does not apply.

9. Delivery delays and missed commitments

MTUNDA will notify customers of significant delays and work to resolve them. 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, subject to applicable rights.

10. Damage, loss and delivery issues

Customers should report missing, damaged, incorrect or incomplete deliveries promptly, ideally within the seven-day initial reporting period in the Returns, Warranty & Refund Policy. MTUNDA will investigate with the delivery provider and arrange the appropriate remedy. Agreeing to a third-party carrier does not automatically remove customers’ legal rights or MTUNDA’s applicable responsibilities.

11. Contact MTUNDA Kenya

MTUNDA Trading, KTDA Farmers Building, Suite 309, Moi Avenue, Nairobi CBD, Kenya. Website: www.mtunda.com. Phone: +254 110 710 388 / +254 117 052 164.

Returns, Warranty & Refund Policy

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. 

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. 

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. Kenya-specific service charge must be separately confirmed. No automatic charge applies to justified defect claims.