Returns Policy
Return Process:
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 days period. We will refer you to the nearest Safaricom shop for booking to the service center.
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
a) Notify Masoko within 7 days of delivery. This can be done through the following channels:
- The return link in your Masoko account
- Direct contact with the customer support team via email/ chat.
b) 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.
c) 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.
d) 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.
e) On approval, refunds are directed back through the 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 |
f) 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.
g) We do not accept returns after the 7day period. We will refer you to the nearest Safaricom shop for booking to the service center.
h) 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 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
a) 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.
b) 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
a) This will happen automatically if your order has exceeded the communicated delivery attempts (3 delivery attempts and 5 days if not picked from our pick-up stations). Please note that the refund will be less the shipping fees paid as a delivery attempt had been done.
b) 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.
|
Category |
Customer Change of Mind |
Wrong Item |
Damaged Item |
Condition 1 |
Condition 2 |
||||
|
Mobile Phones |
|
|
|
|
New, Sealed, Addons, accessories and Free items included, Packaging and labels intact. |
||||
|
Tablets |
x
|
|
|
Return period applies.
|
New, Sealed, Addons, accessories and Free items included, Packaging and labels intact. |
||||
|
Phone Accessories |
x
|
✓
|
✓
|
Accessories such as earphones and chargers- return on the spot |
|
Vendor Service/repair Centers
| BRAND | SERVICE CENTER NAME | PHYSICAL ADDRESS |
| NEON RAY PRO, NEON RAY 2, NEON RAY, STORM, NOVA, PLUS, LITE, STONE, SPOT | Mifone technology limited, Hurlingham NAIROBI | Hurlingham Park, 2nd floor C5 -Argwings kodhek road |
| Mifone technology limited- Luthuli street Nairobi | Nairobi Matt, 3rd floor. Office F1- Luthuli Avenue/Munyu Road Intersection | |
| TECNO, INFINIX & ITEL | Carlcare-Nairobi | Carlcare service center Prabhaki , beside Dawanol. Baba dogo. |
| SIMI Mobile Tablets | iPhix Gtech- Nairobi | Sagret Hotel Building,Ground Floor,Along River Rd |
| NOKIA and TCL Tablets | Fonexpress Service Centre- Nairobi | 4th Floor, Amee Arcade, Westlands, Nairobi, Kenya |
| Vivo | Vivo service center- Nairobi | Cardinal Otunga Annex, 3rd floor along kaunda street-Nairobi |
| SAMSUNG | Galaxy Mobile Accessories Limited - Nairobi | Westminster house, Ground Floor- Kenyatta Avenue, Nairobi |
| LENOVO | TeleBell Ltd | 2nd Floor NHC BULIDING-AGA KHAN WALK Nairobi Kenya |
| OPPO and REALME | Oppo service centre | emperor plaza, koinage street, CBD, Nairobi |
| APPLE | Ensure Technical Services Kenya Ltd | School Lane Road, Near Sun Africa Hotel , West Lands, Nairobi, Kenya |
| WIKO MOBILE & TESLA | Bluelinx Kenya- NAIROBI | Skymall Building, 3rd Floor, Luthuli Avenue at the Shop branded Samsung customer care centre. |
| BIG BOX | Aqua Tronics Ltd | Scalater house- Parkland Road-Nairobi |
| Acefit Smart watches | Sidai | Old Mutual Building , kimathi street, 1st floor. 0723921446 |
| Anker | Elite Computers | 3D Peponi Plaza, Peponi Road. |
| JBL, Skross powerbanks, Hama | Anisuma | Anisuma Service Center, B21, Kenafric Business Park, Baba Dogo. |