Effective date: 1st March 2023
Welcome to the Refund policy of www.mokabrew.ke (“we”, “us”, and “our”). At Moka Brew, we want you to be completely satisfied with your purchase. If you are not satisfied with your product, please contact us within 7 days of receiving your order to arrange for a return or exchange.
Order and Shipping Confirmation
You will receive an email confirmation once your order has been successfully placed, it will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are on route to you. Any incorrect address details will often result in the parcel being returned to the sender, in which case you will be charged for re-delivery. Moka Brew will not be responsible for any misplaced or unclaimed parcels by the courier company.
Delivery and Refunds Terms:
- Free next day delivery is available for customers within Nairobi City.
- Same-day delivery within Nairobi is available at a minimal fee.
- All other deliveries will be charged a minimal fee based on the location.
Cancellation Policy:
If you need to cancel your order, please contact us as soon as possible. If your order has not yet been shipped, we will cancel your order and issue a full refund. If your order has already been shipped, we are unable to cancel your order but you may still be able to return your items for a refund or exchange.
Payment Terms:
All orders must be prepaid before delivery.
Free Delivery or Paid:
Free next day delivery is available for customers within Nairobi City. Same-day delivery within Nairobi is available at a minimal fee. All other deliveries will be charged a minimal fee based on the location.
Damaged or Defective Products:
If your product is damaged or defective, please contact us immediately. We will arrange for a replacement to be sent to you at no additional cost. If a replacement is not available, we will issue a full refund.
Refunds:
Refunds will be issued in the same form of payment used for the original purchase. Shipping costs will not be refunded unless the product is damaged or defective.
Changes to Refund Policy:
We reserve the right to update or change our Refund Policy at any time. If we make significant changes, we will notify you by email or by posting a notice on our website.
We reserve the right to accept or reject a returns and refund request at sole discretion. We do not accept requests in the following circumstances:
- Return/Refund request is made after 7 days from the date of receiving the product.
- Product is used and damaged by the Customer
- Incomplete product or partial order
- Fraudulent Return/Refund request
CONTACT US
If you have any questions or concerns about our Refund Policy, please contact us at info@mokabrew.co.ke.
