Twigalpha Limited (“we” and “us”) is the operator of mduka.store (“The Website”). By placing an order through this Website you will be agreeing to the terms below. Our shipping policy is provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
All orders are subject to stock availability. We try to maintain accurate stock counts on our website but in the event of a stock discrepancy, we may not be able to fulfill your whole order at time of purchase. In this instance, we will begin to fulfill the order with the available products and then contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected along with the purchase.
Large volume orders may be subject to additional shipping charges. This will be discussed with you prior to your order being dispatched.
3.1 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 once this has been completed through email. Mduka will refund the value of the goods returned but will NOT refund the value of any shipping paid.
3.2 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:
- A refund to your payment method,
- A refund in store credit, or
- A replacement item sent to you (subject to stock availability)
4. Delivery Times
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 – 7 days. A more specific estimate is only available when choosing shipping method at checkout.
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 – 22 days. This varies greatly depending on the courier you have selected. We are only able to offer a more specific estimate when you are choosing your shipping method at checkout.
Our third party carriers may not be able to deliver to certain countries at particular times for reasons of politics, government, natural disaster or operational crises. In such circumstances your shipment will be returned to our warehouse and held till such a time that they are able to deliver to you. In these circumstances you may ask for the order to be refunded.
Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value. You may also need to provide specific documentation for clearance of your order, once it arrives in your destination country. This may vary from country to country and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons. In certain situations your order may be destroyed by customs if you are unable to provide clearance for the order; in this instance we cannot refund product or shipping costs for these reasons.
4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order. Our warehouse operates Monday – Friday, 9AM-5PM (UTC +3:00), except on national holidays during which time the warehouse will be closed.
4.4 Change Of Delivery Address
We are able to change the delivery address at any time before the order has been dispatched. If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.
4.5 P.O. Box Shipping
Mduka will ship to P.O. Box addresses using postal services only. We are unable to offer courier services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are however unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item. Alternatively, you have the option of requesting a refund if your order cannot be fulfilled for reasons of stock availability.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact Customer Service, by email using email@example.com or by phone using +255 746 599 365, so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcel Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service by email using firstname.lastname@example.org or by phone using +255 746 599 365. If the parcel has been delivered without you being present, please contact customer service for the next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales taxes have already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
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.
We are able to accept order cancellations any time before the order has been dispatched. If an order has already been dispatched, please refer to our above Returns terms. You can cancel during this window before order dispatching by either emailing your cancellation to us at email@example.com or by calling us on +255 746 599 365 between the hours of 8AM to 5PM (UTC +3:00) Monday to Friday (except for Public Holidays)
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
Last updated on the 6th of June 2019.