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.