Return and Refund Policy for Movemall Kenya

Welcome to Movemall Kenya! We strive to ensure that you have a seamless and satisfying shopping experience. However, we understand that there may be instances where you need to return a product or request a refund. This Return and Refund Policy outlines the process, conditions, and guidelines to help you navigate returns and refunds efficiently.

1. Eligibility for Returns and Refunds

To be eligible for a return or refund, the following conditions must be met:

• Timeframe: You have 7 days from the date of delivery to initiate a return or refund request.

• Product Condition: The product must be unused, unopened, and in its original packaging with all tags and labels intact.

• Proof of Purchase: A valid receipt, order number, or proof of purchase is required.

• Non-Returnable Items: Certain items are exempt from returns and refunds for hygiene, safety, or customization reasons. These include:

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

    • Personal care items (e.g., cosmetics, skincare, haircare products).

    • Customized or personalized items (e.g., engraved products, made-to-order items).

    • Downloadable software, digital products, or subscription services.

    • Underwear, lingerie, and swimwear (for hygiene reasons).

2. Reasons for Returns and Refunds

You may request a return or refund under the following circumstances:

• Defective or Damaged Products: If the product arrives damaged, defective, or not functioning as intended.

• Wrong Item Delivered: If you receive an item different from what you ordered.

• Change of Mind: If you no longer need the product (subject to eligibility criteria and return shipping costs).

• Late Delivery: If the product is delivered after the promised delivery date and you no longer require it.

3. How to Initiate a Return or Refund

Follow these simple steps to initiate a return or refund:

Step 1: Contact Customer Support

• Reach out to our customer support team within 7 days of delivery.

• Provide your order number, product details, and reason for the return or refund.

• You can contact us via:

  • Email: support@movemall.co.ke

  • Phone: +254 720 149-329

  • Live Chat: Available on our website during business hours.

Step 2: Receive Return Authorization

• Our team will review your request and provide a Return Authorization Number (RAN) if approved.

• You will also receive detailed instructions on how and where to return the product.

Step 3: Package and Return the Product

• Securely pack the product in its original packaging, including all accessories, manuals, and documentation.

• Attach the RAN and a copy of your proof of purchase to the package.

• Drop off the package at the designated return location or arrange for a pickup (if applicable).

Step 4: Inspection and Processing

• Once we receive the returned product, our team will inspect it to ensure it meets the eligibility criteria.

• Processing typically takes 3-5 business days.

4. Refund Options

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved, you can choose one of the following refund options:

• Refund to Original Payment Method: The refund will be credited back to the original payment method used during purchase.

• Movemall Wallet Credit: Opt for store credit to use on future purchases.

• Replacement: Request a replacement for the returned product (subject to availability).

Refund Processing Time:

• Refunds may take 7-14 business days to reflect in your account, depending on your bank or payment provider.

5. Return Shipping Costs

• Movemall’s Responsibility: We will cover return shipping costs if the return is due to our error (e.g., wrong item delivered, defective product, or late delivery).

• Customer’s Responsibility: If the return is due to a change of mind, the customer will be responsible for paying their own shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

  Depending on where you live, the time it may take for your exchanged product to reach you may vary.

  If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

6. Exchanges

If you wish to exchange a product, follow the same return process and specify the desired replacement item. Exchanges are subject to product availability.

7. Non-Returnable and Non-Refundable Items

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Perishable goods.
• Personal care and hygiene products.
• Customized or personalized items.
• Digital products and software.
• Underwear, lingerie, and swimwear.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

8. Late or Missing Refunds

If you haven’t received your refund within the specified Time frame, please:

1. If you haven’t received a refund yet, first check your bank account again.

2. Then contact your credit card company, it may take some time before your refund is officially posted.

3. Next contact your bank. There is often some processing time before a refund is posted.

4. If you’ve done all of this and you still have not received your refund yet, please contact us at info@movemall.co.ke.

9. Cancellation Policy

• You may cancel an order within 24 hours of placing it, provided the order has not been shipped.

• To cancel, contact our customer support team with your order details.

10. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.