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Madukani Online Shop Terms and conditions
You may pay with Mpesa through our BuyGoods till number 627462. Please confirm that you are paying to “Madukani Online Shop” on the Mpesa confirmation pop-up. You may also give cash to our delivery partner once the item is delivered to you. Please confirm with Madukani Online Shop that the person you intend to give cash to is a verified delivery partner.
The amount payable will include the applicable charges, terms, and conditions as outlined on our Shipping Policy.
We do accept debit/credit card, or other methods of payments that terminate in Mpesa.
You may pay in full partly in cash and partly with Mpesa as circumstances may dictate. However, we don’t offer payment in installments at this moment.
There are no hidden charges when you make a purchase on Madukani. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash to the delivery.
If your Gift Card value is less than the order amount, you will be asked to select an additional payment method to complete the payment.
If the pay on delivery is disabled on your account, either:
• You are ordering with a shipping address outside Nairobi County, or
• The system has flagged your account as being associated with an unusual number of cancelled / rejected orders and for this reason, the Pay on Delivery option is currently disabled on your account.
• Refund process begins after we have completed evaluating your returned product. From the day you submitted your return request. This quality evaluation process may take up to 30 days. A refund notification shall be sent via email once the process is finalized
If you would prefer to repurchase, a refund voucher shall be processed and this must be indicated when you request for a return when contacting our Customer Service. In the event you would prefer a cash refund, the refund methods available according to payment methods are:
Payment methods Refund methods
Mpesa Mpesa or Refund voucher
Bank Transfer Refund voucher or Bank Transfer
Refund Voucher Refund voucher Only
NOTE: Once you select your preferred method of refund you will not be in a position to change it.
• A Madukani Refund Voucher is a compensation mechanism which credits you with the value of your returned product when placing an order for a new product. You can use Madukani Refund Voucher as voucher code/coupon to purchase any item on the website. A refund voucher is valid for 10 days from issue date and can be used on several purchases, until your balance is 0.
• If you have been issued a Madukani Refund Voucher, you will have received a voucher number.
Please enter this voucher number in the voucher code box and click “add voucher” during checkout at payment step. A corresponding deduction will be applied to your total amount.
• For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value. For example: If you purchased an item on sale for Sh1,000 and its original value was Sh2,000, we will refund you Sh1,000. If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid and the amount of the Madukani refund voucher.
All items sold on Madukani, under certain conditions, can be returned within a period of 2 days from delivery date. Example: If I received my product on Monday 5th, I have until Thursday 7th to contact Madukani. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.
Requirement for a valid procedure
• Proof of purchase – the document handed over to you together with the product, on delivery.
• Original packaging – the manufacturer packaging
• Any free promotional items – gifts or accessories delivered with the purchased item
• Valid return reason – please refer to the section below for the details
Please Note:
We do not accept returns for items below. For such purchases, please inspect the item carefully upon delivery and if necessary reject it on the spot:
• Fresh foods i.e vegetables & fruits
• Innerwear, swimsuits, gym wear, sleep wear
• Perfumes, jewelry, health & wellness products, adult toys
• Products shipped from overseas
• For missing items and damaged products especially broken screens please check with our riders during delivery and return on the spot.
Once a returned item is received by Madukani:
• We will perform a careful quality check.
• If the claim is valid we will refund you according to your requested refund method.
• The process may take up to 30 days from when your return request was submitted.
• If the claim is invalid the item will be sent back to you.
• We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items, place pay-on-delivery orders or even shop in Madukani in the future.
Any free gift must be also be returned. Any charges for returning the item shall be borne by the customer. We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What’s in the box) have been delivered.
We will keep you updated by email and SMS about the status of your return.
Madukani promises to provide you with the best-in-class shopping experience at every step of the way. We assure you that all due precautions are taken so that your package is delivered to you intact and on time by our delivery partner. Just proceed with your order and we’ll do the rest.
Please Note: You can choose not to accept an item on the spot (for example in the unlikely case that it was the wrong item). It is not possible to open products bearing a manufacturer’s seal and to return them on the spot. If there is a problem, please follow our return policy & we will support you.
The only charges applicable are those that appear when completing the order, ie 300 for orders delivered within Nairobi County, 550 for orders delivered outside Nairobi County, and no charges for delivery within Nairobi CBD.
Delivery times:
We shall endeavor to deliver all orders to Nairobi CBD and within Nairobi County on the same day you place the order, as well as dispatch your order on the same day for orders with addresses outside Nairobi county.
