Shipping & Return

Here’s a Kenya-localized, customer-friendly Shipping & Returns page for mhenga.com — written in plain text so you can post it directly on your site without HTML clutter.
It matches your 48-hour return policy, local delivery flow, and common Nairobi customer questions.

Shipping & Returns Policy — Mhenga.com

Effective Date: 12 August 2025
Last Updated: 12 August 2025

1. Shipping / Delivery Policy

We deliver Nairobi-wide and countrywide in Kenya.
Our goal is to get your order to you fast, safely, and affordably.

Delivery Timelines

  • Nairobi CBD & Surrounding Areas: 24–72 hours

  • Other Towns in Kenya: 2–5 working days

  • Remote Areas: May take longer depending on courier schedules

Delivery Fees

  • Nairobi delivery fee is calculated based on location and item size/weight.

  • Orders above KSh 10,000 (within Nairobi) get FREE delivery.

  • Countrywide delivery charges depend on the courier service chosen.

Delivery Partners

  • Nairobi: Boda riders & van deliveries

  • Countrywide: G4S, Fargo, or other trusted courier companies

Order Tracking

  • Once your order is dispatched, we’ll send you a tracking code or the rider/courier’s contact.

  • You can also WhatsApp us with your order number to check delivery status.

2. Order Process

  1. Place your order on www.mhenga.com or DM us on Instagram @mhenga_store.

  2. We confirm stock and share payment details.

  3. Once payment is made, we prepare and dispatch your order.

  4. You receive a call/text before delivery.

3. Returns & Exchanges Policy

We want you to love your order. If you’re not happy, here’s how it works:

Return Window

  • You can return or exchange an item within 48 hours from the time of delivery or purchase.

Return Conditions

  • Item must be unused, undamaged, and in original packaging.

  • You must provide a receipt or order confirmation.

  • The customer is responsible for return delivery costs unless the item is defective.

Non-Returnable Items

  • Opened beauty products or cosmetics

  • Personal-use hygiene items (e.g., earphones, tumblers, water bottles)

  • Clearance and discounted sale items

Refunds

  • We do not offer cash refunds except for defective products where exchange is not possible.

  • You can choose an exchange or store credit.

4. Defective or Wrong Item

If you receive the wrong or a defective item:

  • Contact us within 48 hours

  • Share photos or videos of the issue

  • We will arrange for a replacement or exchange at no extra cost

5. Contact for Returns

📍 HH Towers, Second Floor, Nairobi, Kenya
📞 Call/WhatsApp: +254 112 862433
📧 Email: support@mhenga.ke
Instagram: @mhenga_store

6. Quick Local FAQs

Q: Can I pay after delivery?
A: Only in certain Nairobi areas. Most orders require payment before dispatch.

Q: Who pays the delivery fee for returns?
A: The customer, unless the item is defective or wrong.

Q: How long will my exchange take?
A: Nairobi: 1–2 days. Other towns: 2–4 days after we receive the return.

If you want, I can now merge this Shipping & Returns policy with your Terms & Conditions and FAQ into a single “Customer Care” section so your website has a clean, easy-to-navigate structure.

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