Refund Policy

Refund Eligibility & Policy:

I. When your order/item(s) received is damaged or defective

II. When your order/item(s) received is not what you have ordered

III. Change of mind. The return should be done at point of delivery without breaking the seal of the package. (This is not applicable to BNPL)

Return Policy:

Please kindly inspect the item carefully upon delivery (to check if all criteria match as per your order).

Returns are allowed if done within 7 days of delivery.

We do not accept returns after the 7 day period. We will refer you to the nearest Safaricom shop for booking to the service centre.

Please note that we do not accept returns for Phone Accessories unless returned on the spot upon delivery.

I. Steps to follow for damaged/faulty products

Notify Masoko within 7 days of delivery. This can be done through the following channels.
1. The return link in your Masoko account
2. Direct contact with the customer support team via email/ chat.

You will need to capture the order number, product name, location of customer and date the product was received if the request for return is made via the email. The description for all channels should highlight a brief description of the defect/ damage.

Please ensure that the package of the returning item is in good condition for the return. Please ensure that any free promotional items – gifts or accessories delivered with the purchased item are included in the packaging.

After that quality evaluation, we will notify you by email/sms or call with a status update on whether your refund request has been approved or rejected.

On approval, refunds are directed back through same payment mode used for the order repayment. The timelines below apply.

Payment Method	Refund Method	Refund Time (Once Refund Is Processed)
Credit/ Debit Card	Credit/ Debit Card	3-5 business days
MPESA	MPESA	2 Hours
Bonga Points	Bonga Points	2 Hours
Credit Card	Store Credit	Immediate
Masoko Gift Card	Store Credit	Immediate
Promotional Coupon Code	Store Credit	Immediate

If your return is rejected, we will call you to explain the issue and you will need to collect the phone from the shop it was dropped for review/assessment. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law.

6. We do not accept returns after the 7 day period. We will refer you to the nearest Safaricom shop for booking to the service center.

If your product Warranty is valid, it typically offers protection against defects in workmanship, related to mechanical or electrical systems, and materials. Warranties do not cover damage to products caused by accident, misuse and abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear, and/or failure to follow the product’s maintenance advice provided in the user’s manual or warranty card. Any services fees and parts costs that are not covered by Warranty will be repaired/replaced at a cost.

If your product is out of warranty duration, you will be responsible for the repair cost. We suggest you to repair the product at the service center authorized by the manufacturer (the warranty center on your Warranty card) for better quality services.

II. Steps to follow for delayed delivery

This will happen proactively by the Masoko team if your order has exceeded the communicated delivery timelines. If not, you can contact us on email/ chat for further action.
We will proceed to verify the order and confirm the mode of refund i.e. store credit or same payment mode used for order payment.

III. Steps to follow for failed delivery attempts

This will happen automatically if your order has exceeded the communicated delivery attempts. Please note that the refund will be less the shipping fees paid as a delivery attempt had been done.
We will proceed to refund you via store credit or the same payment mode used for order payment.

IV. Eligibility for returns.

Please refer to the table below to confirm eligibility.