RETURN & REFUND POLICY

Miniqa Mall Return and Refund Policy

At Miniqa Mall, we are committed to ensuring your satisfaction with every purchase. If, for any reason, you are not completely satisfied with your purchase, we offer a straightforward return and refund policy to provide you with peace of mind. Please take a moment to familiarize yourself with our policy to ensure a smooth shopping experience.

1. Eligible Reasons for Return:

You may initiate a return within 7 Days after the delivery/collection of your order for the following eligible reasons:

Wrong Item: If you receive the wrong product.

Damaged or Defective Items: If you receive items that are damaged, defective, incomplete, or in unsatisfactory condition.

Incorrect Size: If you receive items in the wrong size.

Counterfeit Items: If you receive counterfeit products.

It is essential to report these issues as soon as possible to facilitate a smooth return process.

2. Change of Mind:

You can also return items if you change your mind, but refunds will only be processed under the following conditions:

• The package seal is intact, and the product is not tampered with.
• The item has not been opened, except for specific items exempted for hygiene and security reasons. These exempted items include swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, food supplements, software, tickets, and adult products.

3. Return Guidelines:

When returning an item, please adhere to the following guidelines:

• Ensure all seals, tags, and accessories are left intact.
• The item should be in its original packaging.
• If you have created a password on an electronic device, remove it before returning, as returns with passwords will be considered invalid.

4. Return Process:

To initiate a return, please contact our Customer Service Call Center at +254706437644. Our team will guide you through the return process and provide further instructions.

5. Refund Processing:

Refunds will be credited back to the original payment source used for the purchase. The processing time for refunds may vary based on the payment method:

• Mobile Money: Refunds will be issued to your mobile money account within 24 hours.
• Bank Card: It may take 3-5 business days for the refund to appear in your account.
• Voucher: Your refund voucher will be processed immediately, and you will receive an email with your voucher code.
• Miniqa Store Credit: The refund will be credited to your Miniqa account as store credit within 24 hours.

6. Items That Must Be Returned On the Spot:

Please note that certain items must be returned immediately upon delivery to our rider or at the pickup station. Always check before the rider leaves or at the pickup station for the following items:

• Innerwear, swimsuits, gym wear, sleepwear.
• Earphones, memory cards, chargers, cables, flash/floppy disks, Bluetooth, hard drives, CD/DVD software, Vinyls.
• Books.
• Perfumes.
• Jewelery.
• Beddings.
• Health & Wellness products.
• Adult products.
• Bulky items.

7. Items Not Eligible for Change of Mind Returns:

Certain items cannot be returned if you change your mind. Returns for these items are only accepted if a wrong item was delivered or the item is damaged. These items include but are not limited to:

• Fitness Machines.
• Baby Cots & Strollers.
• Gas Cookers & Ovens.
• Grill & Outdoor Entertainment.
• Desktops & Monitors.
• Televisions.
• Furniture
• Professional Video Cameras.
• Washing Machines & Dryers.
• Home Theatre Systems.
• Dishwashers.
• Projectors.
• Air Conditioners, Heaters & Hotwater Systems.
• Musical Instruments.
• Fridges & Freezers.
• Tyres & Wheels.

8. Timelines for Returns:

You have 7 Days from the delivery/collection date to initiate a return for eligible reasons. After this period, returns will not be accepted.

9. Exchange of Products:

If you wish to exchange a product that is either sold out or unavailable, please return the product within 7 Days of delivery/collection and place a new order when the item becomes available again.

10. Free Gift Return:

If your purchase included a free gift, the free gift must also be returned when returning the main product.

11. Cancelled Orders:

If you cancel your order, refunds will be processed within 7-10 business working days after we receive your return.

12. Warranty Information:

For information regarding product warranties, please contact our customer care at +254706437644 or email us at support@miniqamall.co.ke.

13. Tracking Your Return:

We will keep you updated on the status of your return via email and SMS. If you have any inquiries, please contact our Customer Service at +254706437644 or email us at support@miniqamall.co.ke.

14. Unvalidated Returns:

If your return is deemed invalid, we will contact you to explain the issue. We will make two attempts to return the product to you. If these attempts fail, the product will be stored at our warehouse for up to seven days, after which it will be disposed of in accordance with the applicable laws.

At Miniqa Mall, your satisfaction is our priority. We strive to make the return and refund process as convenient as possible while ensuring fairness and transparency in our dealings. If you have any further questions or concerns, please do not hesitate to contact our Customer Service team at +254706437644 or email us at support@miniqamall.co.ke. We are here to assist you.