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Shipping policy

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

Rates

• Kes 250 around Nairobi Metropolitan area.
• Kes 300 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 dhl or ups 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.

All orders before Midday will be shipped out on the same day for Kes 300. 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 300 between noon and 5:00pm.

RETURNS, WARRANTY & refund

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 250 kes (Two hundred Fifty Uganda shillings) for our pickup and drop services in Kenya in Nairobi areas 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 Mithoo Center Mtunda Store T10 Moi Avenue Nairobi, 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 +254110710388 or visit our pickup location on Mithoo Center building Mtunda Store T10 Moi Avenue Nairobi. 

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.