Introduction
Welcome to Mchoice Investments. We strive to ensure your complete satisfaction with every purchase you make through our website, mchoice.co.ke. If you are not entirely satisfied with your purchase, please review our Refund and Returns Policy below to understand your options.
Return Eligibility
You may return products purchased from Mchoice Investments within seven (7) days from the date of delivery, provided that the items meet the following criteria:
- Proof of Purchase: A valid receipt, order number, or other proof of purchase must be provided.
- Item Condition: Products must be returned in their original condition, unused, and with all original packaging, manuals, accessories, and components intact.
- Product Completeness: All items supplied as part of the original purchase must be returned, including chargers, cables, adapters, manuals, warranty cards, and other accessories where applicable.
- Promotional Items: Any promotional or complimentary items included with your purchase must also be returned in their original condition.
Returns requested after seven (7) days from the delivery date may not be accepted.
Conditions for Returning an Item
To qualify for a return, the following conditions must be met:
- Proof of Purchase: You must provide a valid receipt, order number, or other proof of purchase.
- Valid Return Reason: Returns must be based on an acceptable reason, such as receiving a defective product, receiving an incorrect item, receiving a damaged product, or another issue covered by this policy.
- Original Condition: The product must be returned in its original condition unless the return is being made because the product was defective or damaged upon delivery.
- Accessories and Packaging: All original accessories, packaging, documentation, and promotional items must be returned where applicable.
- Refund Details: You should provide the necessary details for your preferred refund method, such as your M-Pesa number or bank account information.
Products that have been altered, misused, physically damaged after delivery, or returned without the required accessories may not qualify for a refund.
How to Return Your Products
Initiating a Return
To begin the return process:
- Submit a Return Request: Contact our customer service team within seven (7) days of receiving your product and provide your order details and reason for the return.
- Return Assessment: Our team will review your request and confirm whether the product qualifies for return.
- Schedule a Pickup: Once your return request is approved, we will arrange a pickup or provide instructions on how to return the product.
- Prepare the Product: Ensure the product is securely packaged together with all original accessories, documentation, packaging, and promotional items where applicable.
Pickup Attempts
Where Mchoice Investments arranges a pickup, reasonable efforts will be made to collect the product from the agreed location. If we are unable to complete the pickup after four (4) attempts on different days due to circumstances attributable to the customer, the return request may be canceled.
Quality Evaluation and Refund Process
Once we receive the returned product, the following process will apply:
1. Quality Inspection
Our team will inspect the returned product to verify its condition and confirm that it meets the applicable return requirements.
For electronic and technology products, the inspection may include testing the product to determine whether it is defective, damaged, incomplete, or otherwise eligible for return.
2. Refund Approval
Approved Returns:
If the product passes the quality inspection and meets the requirements of this policy, the refund will be approved and processed using the refund method agreed upon with the customer.
Rejected Returns:
If the product does not meet the applicable return requirements due to misuse, physical damage, missing accessories, unauthorized modifications, or other conditions outside this policy, the return may be rejected. In such cases, the product may be returned to the customer without a refund.
Refund Timeframe
The return and refund process may take up to fourteen (14) days from the date of the return request, depending on the nature of the product, inspection requirements, and refund processing method.
Once a refund has been approved, the actual time for the funds to reflect may also depend on the relevant payment provider or financial institution.
Refund Methods
Approved refunds may be processed using one of the following methods:
- M-Pesa Transfer
- Bank Transfer
Customers are responsible for providing accurate payment information. Mchoice Investments will not be responsible for delays resulting from incorrect or incomplete refund details provided by the customer.
Exchanges and Replacements
Where appropriate, Mchoice Investments may offer a replacement or exchange instead of a refund, particularly where a product is confirmed to be defective or an incorrect product was supplied.
Replacement or exchange availability will depend on stock availability and the nature of the issue identified during inspection.
Where the same product is unavailable, Mchoice Investments may discuss an alternative solution with the customer.
Damaged or Incorrect Products
If you receive a product that appears to have been damaged during delivery or is different from the product you ordered, please contact us as soon as possible.
Customers should retain the original packaging and all supplied accessories while the issue is being reviewed.
Where the issue is confirmed to be attributable to Mchoice Investments or the delivery process, we will work with the customer to provide an appropriate solution, which may include a replacement, exchange, or refund.
Defective Products and Manufacturer Warranty
Some products sold by Mchoice Investments may be covered by a manufacturer’s warranty.
Where a product develops a fault that is covered by the applicable manufacturer’s warranty, the product may be handled in accordance with the manufacturer’s warranty terms and conditions.
Warranty coverage may vary depending on the manufacturer and product. Customers should retain warranty documentation and proof of purchase where provided.
Damage resulting from misuse, accidents, unauthorized repairs or modifications, liquid damage, electrical damage, physical damage, or failure to follow manufacturer instructions may not be covered by warranty.
Non-Returnable Items
Certain products may not be eligible for return due to their nature, condition, or applicable manufacturer requirements.
These may include products that:
- Have been customized or specially configured at the customer’s request.
- Have been activated, registered, or licensed where applicable.
- Have been physically damaged after delivery.
- Have been modified, tampered with, or repaired by an unauthorized party.
- Are returned without essential accessories or components.
- Are returned outside the applicable return period.
- Are otherwise identified as non-returnable in the relevant product description or order information.
Where a particular product has specific return conditions, those conditions will apply in addition to this policy.
Promotional Items
Where a purchase includes a free promotional item, gift, accessory, or other complimentary product, the promotional item must be returned together with the main product where the return relates to the purchase as a whole.
Failure to return applicable promotional items may affect the refund or replacement process.
Delivery and Return Costs
Where a return is caused by an incorrect product supplied by Mchoice Investments, a confirmed product defect, or damage attributable to delivery, Mchoice Investments will determine the appropriate arrangements for the return.
Where a return is requested for reasons not covered by this policy, any applicable return or transportation costs may be the responsibility of the customer.
Fraudulent or Abusive Returns
Mchoice Investments reserves the right to refuse or restrict returns where there is evidence of fraudulent activity, repeated abuse of the returns process, deliberate damage, product substitution, or other dishonest conduct.
Any suspected fraudulent activity may be investigated and may result in cancellation of the return request or other appropriate action.
Customer Responsibility
Customers are responsible for taking reasonable care of products from the time of delivery until they are returned to Mchoice Investments.
To avoid delays in processing a return, customers should ensure that:
- The product is securely packaged.
- All accessories and components are included.
- Original packaging is retained where possible.
- Proof of purchase is available.
- The product is not altered or tampered with.
Changes to This Policy
Mchoice Investments may update this Refund and Returns Policy from time to time to reflect changes in our products, services, business practices, or applicable requirements.
Any updated version will be published on our website and will apply from the date it is posted unless otherwise stated.
Contact Us
If you have any questions, concerns, or require assistance with a return or refund, please contact us:
Mchoice Investments
Website: https://mchoice.co.ke/
Phone: +254 726 489 500
Email: info@mchoice.co.ke
Address: Midtown Business Centre, Taveta Road, Nairobi, Kenya