Refund Policy

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 methodsRefund methods
MpesaMpesa or Refund voucher
Bank TransferRefund voucher or Bank Transfer
Refund VoucherRefund 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.