Yes, you can return products to Mascom International within 10 days after
delivery or collection. However, we specifically accept returns only for defective items - not for
change of mind or personal preference. This policy ensures we can maintain competitive pricing while
protecting customers from defective products.
When you discover a defective item, contact us immediately at info@mascomintl.com or +254 708 852 521
with complete details about the product and the specific defect you've encountered.
Mascom International accepts returns exclusively for defective or damaged
products. Items must be reported within the shortest time possible after delivery to facilitate an easy
return process. We don't accept returns for products that simply don't meet your expectations or if
you've changed your mind about the purchase.
The defect must be genuine product malfunction, manufacturing flaw, or damage that occurred during
shipping. Cosmetic preferences, compatibility issues with your existing equipment, or buyer's remorse
don't qualify for returns under our policy.
Starting your return process is straightforward. Contact us at
info@mascomintl.com or call +254 708 852 521 with these essential details:
• Your order number and purchase date
• Complete product name and model number
• Detailed description of the defect or damage
• Photos of the defect when possible
• Your contact information for follow-up communication
You can also visit our shop directly at Old Mutual Building, First Floor Room 4, Kimathi Street, Nairobi
with the defective item and purchase documentation.
Bring defective items directly to our Nairobi location: Old Mutual
Building, First Floor Room 4, Kimathi Street, Nairobi. Our team will examine the product and discuss
your options for replacement or refund based on the defect assessment.
For customers outside Nairobi, coordinate return shipping through our customer service team at +254 708
852 521. We'll provide specific instructions for safely packaging and sending defective items back to
our facility.
Mascom International processes refunds after we receive and fully examine
your returned product. You'll receive notification via mobile phone within a reasonable time period
about whether your return qualifies for refund or replacement.
Approved refunds are processed using your original payment method to ensure security. For example, if
you paid via mobile money, your refund returns to that same mobile money account. Cash purchases receive
cash refunds when you collect from our Nairobi location.
Our refund process prioritizes transparency and customer security. After
confirming your product defect, we issue refunds through the same payment method you originally used.
This protects both you and our business from fraud while ensuring you receive your money through
familiar channels.
The refund amount covers the product purchase price only. Shipping and handling charges shown on your
packaging slip or invoice are not included in refunds, as these represent actual delivery costs we've
already paid to courier services.
Shipping costs are not refundable under our policy. When you return a
defective product, you're responsible for return shipping charges, which must be prepaid and insured by
you. You bear responsibility for any loss or damage during return shipment.
Our standard shipping rate of Ksh 500 reflects actual delivery costs through partners like Fargo Courier
and Easy Coach. These third-party charges cannot be recovered once delivery is completed, regardless of
subsequent return circumstances.
Yes, Mascom International offers product exchanges for defective or damaged
items. Contact us at info@mascomintl.com or visit our shop with details about the defect you've
discovered.
Our team will examine the returned product and notify you via email within a reasonable timeframe
whether you qualify for an exchange. Approved exchanges result in a replacement product of the same
model and specifications sent to your original delivery address.
Only genuinely defective or damaged products qualify for exchange. The
defect must be a manufacturing flaw, malfunction that prevents normal use, or damage that occurred
during shipping to your location.
Products showing normal wear from use, compatibility issues with your equipment, or cosmetic concerns
that don't affect functionality don't qualify for exchanges. Our examination process determines whether
reported issues constitute genuine defects warranting replacement.
Mascom International processes all orders within 1 business day. We ship
and deliver on weekdays, weekends, and holidays to ensure you receive your purchases quickly.
During high-volume periods, shipments may experience delays, which we'll communicate immediately. If
significant delays occur in your order shipment, we'll contact you by telephone with updated delivery
information and realistic timeframes.
We deliver countrywide throughout Kenya using trusted courier services
including Fargo Courier and Easy Coach. Mascom International ships only to specific addresses - never to
Post Office boxes - ensuring secure delivery to locations like apartments, house numbers, petrol
stations, or restaurants you specify.
Our standard shipping cost is Ksh 500, though these rates change periodically. Current shipping costs
always appear on the checkout page when you place your order, giving you accurate delivery pricing
before purchase confirmation.
Standard shipping costs Ksh 500 throughout Kenya. Delivery typically takes
1-2 business days using our established courier network. Shipping rates may change based on fuel costs
and courier partner adjustments, so check the checkout page for current pricing when ordering.
Delivery delays occasionally occur due to weather, traffic, or other unavoidable circumstances. We'll
notify you immediately when such situations affect your order delivery timeline.
Customers pay for products upon delivery. This pay-on-delivery system
protects your money until you receive and inspect your purchase. You can examine the product before
payment to ensure it meets your expectations and arrived in proper condition.
Our delivery partners collect payment when they hand over your order. This arrangement reduces risk for
customers while ensuring Mascom International receives payment for confirmed deliveries across Kenya.
You receive two confirmations from Mascom International: an immediate Order
Confirmation when you place your order, followed by a Shipment Confirmation text message once your order
ships with courier services.
These confirmations include relevant tracking information and expected delivery timeframes. Contact us
at +254 708 852 521 if you need additional tracking details or have concerns about delivery progress.
Contact Mascom International immediately at info@mascomintl.com or +254 708
852 521 if your order arrives damaged. We're not liable for products damaged during shipping, but we'll
work with you to resolve the situation quickly and fairly.
Save all packaging materials and damaged products before contacting us. This documentation helps us file
claims with courier services and determines the best resolution for your specific situation.
Reach Mascom International through multiple convenient channels:
• Email: info@mascomintl.com for detailed return inquiries
• Phone: +254 708 852 521 for immediate assistance
• Physical location: Old Mutual Building, First Floor Room 4, Kimathi Street, Nairobi
• Website: www.mascomintl.com for general information
We respond to return inquiries within reasonable timeframes via mobile phone or email. Our customer
service team provides complete assistance whether you're reporting defects, requesting exchanges, or
need guidance through the return process.
Visit our Nairobi showroom at Old Mutual Building, First Floor Room 4,
Kimathi Street, Nairobi. This physical location allows you to demonstrate product defects in person,
discuss replacement options face-to-face, and complete return processes efficiently.
Our shop also serves customers who want to examine products before purchase, reducing the likelihood of
returns by ensuring products meet your needs before you buy.
Prepare this information when reporting defective products to Mascom
International:
• Your complete name and contact details
• Order number and original purchase date
• Exact product name and model number
• Detailed description of the defect or malfunction
• Steps you've taken to resolve the issue
• Photos or videos showing the defect when possible
Having this information ready accelerates the return process and helps our team provide accurate
solutions for your specific situation.
Mascom International is not responsible for customs duties and taxes
applied to your order. All fees imposed during or after shipping become the customer's responsibility,
including tariffs, taxes, and any additional charges imposed by Kenyan customs authorities.
Since we operate within Kenya and source products through established import channels, most purchases
don't involve additional customs fees. However, special orders or direct imports may incur duties that
customers must pay separately.
We fully examine all returned products before making refund or replacement
decisions. This examination ensures claimed defects are genuine and determines the most appropriate
resolution for each situation.
Our quality control process protects both customers and business interests by confirming product defects
while preventing fraud. You receive notification about our examination results and approved solutions
within reasonable timeframes after we receive returned items.
Mascom International built our reputation on customer satisfaction and
trust. We've served Kenya's electronics market by consistently delivering quality products, transparent
policies, and exceptional customer service that puts your needs first.
Our success depends entirely on your satisfaction. From sourcing high-quality products to providing
comprehensive customer support, we work continuously to exceed expectations and maintain our reputation
for excellence in Kenya's competitive electronics market.
Join our community of satisfied customers who trust Mascom International for reliable electronics, fair
policies, and customer service that consistently delivers what we promise.
