Return and Refund Policy

Thank you for choosing Mascom International. The following are the terms and conditions that constitute our Return and Refund Policy.

Returns Policy

You can initiate a return within 10 days after delivery / collection. We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us at info@mascomintl.com or through our mobile number +254 708 852 521 with details of the product and the defect.

You can send the item you consider defective by contacting us or visiting us in our warehouse with details of the product and the defect. Ensure items are reported within the shortest time possible to facilitate an easy return process

Upon receipt of the returned product, we will fully examine it and notify you via mobile number, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.

Exchanges

We only exchange goods if they are defective or damaged. In circumstances where you consider that a product is defective, you should promptly contact us or visit us in our warehouse with details of the product and the defect.

Upon receipt of the returned product, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a replacement as a result of the defect. If you are eligible, we will send you a replacement product.

Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to hardware during shipment. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.

Domestic Shipping Policy

Shipment processing time

All orders are processed within 1 business day. Orders are also shipped or delivered both on weekdays, weekends and holidays.

If we are experiencing a high volume of orders, shipments may be delayed and it will be communicated. Please allow additional 1-2 days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via telephone.

Shipping rates & delivery estimates

• Shipment method: Standard Shipping Rates
• Estimated delivery time: 1-2 business days
• Shipment cost: Kshs. 500

Kindly note that these shipping costs change from time to time and therefore updated figures will always be on the checkout page. Delivery delays can occasionally occur due to unavoidable circumstances. You will be advised when such occasions arise.

Mascom International ships to addresses and locations within Kenya only. We do not ship to Post offices but to specific locations agreed upon by the client e.g. Apartment, House No. Petrol Stations, Eateries, etc. We also ship countrywide by use of courier services such as Fargo Courier and Easy Coach.

Shipment confirmation & Order tracking

You will receive an Order Confirmation immediately when you make an order and also a Shipment Confirmation text once your order has shipped. Clients pay for the products on delivery

Customs, Duties, and Taxes

Mascom International is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

Mascom International is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact us immediately.

Please save all packaging materials and damaged goods before filing a claim.