RETURN & REFUND POLICY

1.1 Customer Satisfaction

At MAASAI MARKETPLACE, we strive to ensure that you are completely satisfied with every product you purchase. Each item goes through a verification process to guarantee that the products delivered to you meet our quality standards.

1.2 Refunds and Credit Notes

We may provide a refund or issue a credit note based on the following conditions:

Refund/Credit Note will be available if:

• The purchase was paid for during the ordering process; and
• The ordered item(s) is lost or damaged during transit.

1.3 Returns Due to Damage or Defects

If you are not fully satisfied with your purchase due to any of the above reasons, you may return the product for a full refund, credit note, or exchange.

All items must be returned in their original packaging and in an unused condition.

Please retain your receipt — either the one emailed to you or included in your package.

1.4 Conditions Not Eligible for Return

We cannot accept return requests resulting from a change of mind or the selection of an incorrect product.

We encourage you to inspect your order immediately upon delivery, as we cannot accept returns for products that have been opened or used, unless they are defective.

1.5 Return Window

Items must be returned within 48 hours of delivery.

1.6 Product Condition

Any product you wish to return must be in its original packaging and unopened.

If the returned item does not meet these conditions, we will be unable to issue a refund or credit note.

1.7 Refunds Will Not Be Issued If:

• You simply change your mind; or
• You purchased an item by mistake.

1.8 How to Request a Refund or Credit Note

To request a refund, please email us your order details along with a clear explanation of the reason for your request.

We take customer feedback seriously and use it to continually improve our products and services.

1.9 Contact Information

For any refund-related inquiries, you may reach us through:

• Phone: +254 790 599 025
• Email: info@maasaimarketplace.com
• Online Contact Form: Available on our website

Our support team is always ready to assist you.

1.10 Credit Note Availability

If you are entitled to a credit note, it will be available in your MAASAI MARKETPLACE account within 24 hours after your complaint has been received and validated during business hours, in accordance with this policy.

1.11 Refund Processing Time

Once a refund is approved, it will be processed within 3–5 business days, depending on your location.

The time it takes for the refund to reflect in your account will depend on your payment provider’s refund policy.

1.12 Payment Method for Refunds

Refunds will be processed using your original method of payment.

1.13 Refund Request Time Limit

Refund requests must be submitted within 48 hours (2 days) of the initial payment.

1.14 Shipping Fees

Please note that shipping fees are non-refundable.

Contact Us

If you have any questions about our return and refund policy, please contact us:

• Phone: +254 790 599 025
• Email: info@maasaimarketplace.com
• Website: maasaimarketplace.com

Last Updated: December 31, 2025