Payment Methods
1. Lipa Na M-PESA
Paybill No.: 5450522
Account No.: M
2. Cash on delivery
3. Cash on collection
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Mascom International Return and Refund Policy
Mascom International's Return and Refund Policy protects your investment with transparent, customer-focused terms designed specifically for Kenya's electronics market.
Located at Old Mutual Building, First Floor Room 4, Kimathi Street, Nairobi, we serve customers across Kenya with reliable customer service and fair return policies that prioritize your satisfaction above all else.
Can I return my purchase from Mascom International?
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.What items can be returned to Mascom International?
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.How do I start a return process with Mascom International?
Starting your return process is straightforward. Contact us at info@mascomintl.com or call +254 708 852 521 with these essential details: 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.Where do I return items in Nairobi?
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.When will I get my refund from Mascom International?
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.How do refunds work at Mascom International?
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.Are shipping costs refunded by Mascom International?
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.Can I exchange my product instead of getting a refund?
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.What products are eligible for exchange at Mascom International?
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.How fast do you process orders at Mascom International?
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.What areas in Kenya does Mascom International deliver to?
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.How much does shipping cost from Mascom International?
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.Do I pay before or after delivery from Mascom International?
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.How do I track my order from Mascom International?
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.What if my package arrives damaged during delivery?
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.How do I contact Mascom International about returns?
Reach Mascom International through multiple convenient channels: 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.Where is Mascom International's physical location for returns?
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.What information do I need when contacting about defects?
Prepare this information when reporting defective products to Mascom International: Having this information ready accelerates the return process and helps our team provide accurate solutions for your specific situation.Does Mascom International handle customs and taxes?
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.What's Mascom International's policy on quality control?
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.How does Mascom International ensure customer satisfaction?
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.
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