Ordering Terms

Mdogo Mdogo Stores – Ordering and Return Policy

Product Booking and Delivery

To book a product, customers are required to make an initial deposit via M-Pesa. Once the booking is confirmed, we commit to delivering your product within 2 to 3 days. Should you need to cancel your order, a refund can be processed according to the conditions set out in our Refund Policy.

Refund Policy

  1. Cancellation Before Shipment: If you cancel your order before we dispatch the product, we will process a full refund.

  2. Cancellation After Shipment: If the product has already been dispatched, the refund will be issued, but it will be subject to any applicable charges as outlined in this policy.

  3. Refund Processing Time: Refunds are typically processed within 12 business days after cancellation or return approval.

Flexible Payment Plans

  1. Monthly Payments: Payments will begin one month after delivery. This allows you to spread the cost over time, giving you more flexibility in managing your finances.

  2. Payment Timeline: All payments should be made between the 5th and 15th of each month. This ensures smooth processing and continuity in the service provided.

Account Setup and Communication

  1. Account Creation: After the product is delivered and confirmed, we will establish a dedicated account for you to track your payments and contributions.

  2. Communication: We use WhatsApp as our primary communication channel for order updates, support, and any inquiries you may have. We encourage customers to maintain communication through this platform.

Delinquent Payments and Recovery Process

  1. Payment Delinquency: If payments are missed for three consecutive months, we will begin the recovery process. We advise customers facing difficulties to reach out to us promptly so we can assist in resolving the issue.

Product Selection

  1. Domestic Use: Customers opting for products for personal use can choose up to 10 items or products valued at a minimum of Ksh 250,000.

  2. Commercial Use: For those using products for business purposes, you may select up to 20 items or products worth a minimum of Ksh 500,000.

Our goal is to make the purchase process as transparent and convenient as possible for all our customers.

Return Policy

To qualify for a return, the item must meet the following criteria:

  • The product must be unused and in its original condition.

  • It should be returned in the original packaging.

Items That Cannot Be Returned

Certain types of products are excluded from returns, including:

  • Perishable goods (e.g., food, flowers, newspapers).

  • Sanitary items, hazardous materials, or flammable liquids or gases.

  • Gift cards, downloadable software, and specific health and personal care products.

Partial Refunds

A partial refund may be provided in the following cases:

  • Items such as books, CDs, DVDs, etc., that show clear signs of use.

  • Products that are opened, damaged, or missing parts due to reasons other than our error.

  • Items returned more than 30 days after delivery.

Refund Process

Once your return is received and inspected, we will notify you via email about the status of your refund. If the return is approved, the refund will be issued to your original payment method within 12 business days.

Late or Missing Refunds

If you have not received your refund, please first check your M-Pesa account. If there is no update, contact your financial institution, as sometimes it may take time for the refund to post. If you’ve taken these steps and still haven’t received your refund, contact us at [email protected].

Sale Items

Refunds are not applicable for sale items. Only regular-priced items are eligible for refunds.

Exchanges

We only offer exchanges if your product is defective or damaged. If you wish to exchange an item for the same product, please reach out to us at [email protected] and return the item to the following address:

Mdogo Mdogo Stores
Likoni Towers, 4th Floor, Office Number D16, Likoni, Mombasa, Kenya.

Gift Returns

  • If the product was marked as a gift when purchased and shipped directly to you, a gift credit will be issued for the return’s value.

  • If the product was not marked as a gift when purchased, or the order was shipped to the giver, we will refund the gift giver.

Shipping Returns

To return your product, please mail it to:

Mdogo Mdogo Stores
Likoni Towers, 4th Floor, Office Number D16, Likoni, Mombasa, Kenya.

  • Return shipping costs are the responsibility of the customer. These are non-refundable.

  • Depending on your location, shipping times for exchanges may vary. We recommend using a trackable shipping service or purchasing shipping insurance for high-value items.

Need Assistance?

For questions regarding refunds, returns, or exchanges, feel free to contact us at [email protected].