Returns and Refunds Policy

Mauzzo.co.ke is operated by Mauzo Services, a registered business name in Kenya, trading under the brand name Mauzzo. This Returns and Refunds Policy explains how Mauzzo handles cancellations, returns, exchanges, refunds, and order disputes for products purchased through Mauzzo.co.ke.

1. Business Identity and Customer Support Responsibility

• Mauzzo.co.ke is operated by Mauzo Services, a registered business name in Kenya, trading under the brand name Mauzzo.
• All customer returns, cancellations, disputes, exchanges, and refund reviews are handled directly by Mauzo Services trading as Mauzzo.
• There are no third-party vendors involved in the return or refund process.

2. General Return Window

• Customers may request a return within 7 calendar days from the date of delivery or pickup, subject to the eligibility conditions in this policy.
• Requests made outside this period may be declined unless the matter involves a defect, incorrect item, missing item, or another issue Mauzzo agrees to review in good faith.

3. Items Eligible for Return

• A return may be approved where an item is defective, damaged on arrival, significantly different from what was ordered, incomplete, or delivered in error.
• Returned items should generally be unused, in saleable condition, and returned with original packaging, accessories, manuals, labels, and proof of purchase where reasonably possible.

4. Non-Returnable or Restricted Items

• For hygiene, safety, quality, or product-integrity reasons, some items may not be returnable once opened, used, installed, worn, altered, or tampered with.
• Restricted categories may include personal care items, intimate items, perishable goods, custom-made or special-order goods, digital goods, and any item clearly marked as non-returnable.
• Items damaged through misuse, neglect, improper handling, incorrect installation, unauthorized modification, or ordinary wear and tear are not eligible for return.

5. Wrong, Missing, or Damaged Items

• If a customer receives the wrong item, an incomplete order, or a product that appears damaged or defective on arrival, the issue should preferably be reported within 48 hours of delivery or pickup.
• Mauzzo may request photographs, order details, packaging details, delivery details, or other reasonable evidence to assess the complaint.

6. Order Cancellations

• Orders may be cancelled before dispatch or before pickup readiness confirmation, subject to order status and operational feasibility.
• If cancellation is approved before fulfilment, a refund may be processed in line with this policy.
• Once an order has been dispatched or collected, cancellation may not be possible, but a return request may still be reviewed if the item qualifies under this policy.

7. Refunds

• Where a refund is approved, Mauzzo will generally process the refund to the original payment method or another reasonable method agreed with the customer.
• Refund processing times may vary depending on payment provider and banking processes.
• Mauzzo typically aims to complete approved refunds within 7 to 14 business days after the returned item has been received and reviewed or after an approved cancellation/refund decision is confirmed.
• Delivery charges may be non-refundable except where the return results from Mauzzo error, an incorrect item, or an approved defective item claim.

8. Exchanges and Store Credit

• Where stock is available and the issue qualifies, Mauzzo may offer an exchange instead of a refund.
• If a replacement item is unavailable, Mauzzo may provide a refund or store credit where appropriate and legally permissible.

9. How to Start a Return or Refund Request

• Customers should contact Mauzzo through the contact details published on www.mauzzo.co.ke or our official customer support channels.
• The customer should provide the order number, customer name, phone number, item details, reason for the request, and any supporting photos or evidence where applicable.
• Mauzzo will provide return instructions, pickup guidance, or drop-off directions depending on the product, issue, and location.

10. Disputes

• All order disputes, cancellations, returns, and refunds are handled directly between the customer and Mauzzo customer support.
• Nothing in this policy limits any rights that customers may have under applicable consumer protection law.

11. Policy Updates and Contact

• Mauzzo may update this policy from time to time. The latest version shared or published by Mauzzo will apply from its effective date.
• For return, refund, or order support, customers may contact Mauzzo through the contact details published on www.mauzzo.co.ke or our official customer support channels.