Refund Policy

1 General

There are instances where you are able to claim a refund of the price of Products ordered and some instances where even a refund of shipping costs is available. These instances are further detailed in the Shipping Policy and the Terms and Conditions available in the page footer.

Please allow up to 7 working days from the authorization of your refund, for it to show in your bank account/store credit. If for some reason, you have not received an agreed refund after 7 days, please contact our customer services team support@mduka.store.

2 Refund Return Due To Change Of Mind

Mduka will readily accept returns due to change of mind as long as a request to return is received by us within 7 days of your receipt of item/s. Further, the goods have to be in their original packaging, unused and resalable. The cost and arrangement of return shipping will be borne by the customer. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you via email once this has been completed. Mduka will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3 Refund Warranty Returns

Mduka will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items. Customers will be required to pre-pay the return shipping however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect Mduka to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:

  1. A refund to your payment method,
  2. A refund in store credit, or
  3. A replacement item sent to you (subject to stock availability)

We may make a deduction from the reimbursement for any loss in value of any Products supplied, if the loss is the result of unnecessary handling.  Unnecessary handling is any handling over and above what is necessary to establish the nature, characteristics and functionality of the products (i.e what you would do in a shop to inspect the products prior to purchase). For the avoidance of doubt, we will not refund Product(s) which have been opened or tampered with or which have been consumed in whole or in part (unless the Products are defective and such defect was only apparent on opening of the Product). It is your responsibility to ensure products are returned in suitable packaging, we will make a deduction from the reimbursement of any items returned damaged if they are not suitably packaged.

4 Refund Due To Temporary/Indefinite Impossibility Of Delivery

4.1 In the case that Mduka, due to stock discrepancy, cannot fulfill your order at the time of your placing it, we will contact you to arrange whether you would like to wait for the backordered items to be restocked or if you would prefer a refund.

4.2 If impossibility of delivery arises due certain countries experiencing political, government, natural disaster or operational crises, your shipment will be returned to our warehouse. In these circumstances, we will wait until the particular situation stabilizes to make another attempt at delivery. You can ask for a refund in these circumstances.

4.3 You are advised to refer to your local customs office before placing an order with us. There may be some limitations as to what can be sent to you in regards to specific items and/or quantities. Some may need specific documentation to clear your order once it arrives in the destination country. In the event of impossibility of delivery arising from this scenario and the items are returned to us, we will refund the product price but NOT the shipping price. In some situations, customs may destroy the order in lieu of sending it back; if this happens we cannot refund the product or shipping costs.

4.4 When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you.  We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information.  If these charges are unpaid, your order may be returned to us and we will be unable to refund shipping costs.  There may also be costs associated with the return to us, which will be deducted from any refund value.  In certain situations your order may be destroyed by customs if duties and taxes are not paid.  In this instance, we cannot refund product or shipping costs for these reasons.

4.5 If impossibility of delivery arises due to non-collection or an insufficient/incorrect address and the order is returned to us, we will only refund the product price and NOT the shipping costs.

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