Return, Repair and Replacement Policy

Version 1.0 as at 1 January 2021

The mamboonline.com site (‘Site’) and its related mobile application (‘App’) [jointly referred to as the ‘Platform’] and our selling services (the ‘Services’) provides a Platform provides a marketplace where You can connect with sellers (‘Sellers’) to purchase items and more efficiently complete online transactions.

It is an implied condition under Kenya’s Sale of Goods Act, CAP 31, Laws of Kenya (‘SOGA’) that the products You buy on the Platform are: (i) of a merchantable quality; and (ii) to the extent provided for under the SOGA, reasonably fit for the purpose intended.

If a product You buy: (i) fails to meet the description provided on the Platform; or (ii) is not of a reasonably merchantable quality; or (ii) subject to applicable law, is not fit for the purpose, You have the right to ask for a remedy under Kenya’s Consumer Protection Act No. 46 of 2012 (‘CPA’). The remedy You are entitled to will depend on whether the issue is major or minor. At Mambo Online, we will consult with our Sellers to ensure that any concerns related to the product(s) you purchased are addressed promptly as follows:

Fault(s) Discovered After Delivery

We encourage You to contact Mambo Online in writing via our designated customer care email address care@mamboonlineltd.com, our chat room, or call our designated telephone number, that is, 0110007000, within thirty (30) days of delivery to report any fault(s) with the product that you have purchased (‘Product Fault Report’).

No later than two (2) business days after You have made a Product Fault Report (‘PFR’) to the Customer Care team, Mambo Online will initiate an investigation to determine whether the fault is minor or major. Mambo Online endeavours to conduct its investigations thoroughly and within thirty (30) days, taking into consideration any complexities in the investigative process.

A. Repairs

  1. If the problem with a product purchased is determined to be minor, the respective Seller will offer You a free repair.
  2. Mambo Online’s Customer Care team will provide you with a repair notice on behalf of the seller before accepting your product for repair. Our Customer Care teams will be particularly sensitive to any product being repaired:
    • a) that are capable of retaining user-generated data, for example, mobile phones, computers,portable music players, digital car devices and other similar electronic goods; or
    • b) which, by custom, use refurbished parts in the repair of the products.
  3. Our Customer Care team will provide to You a written copy, by email or courier, of the repair notice before acceptance of the product for repair.
  4. Mambo Online will, on behalf of the Seller, pay for return courier, repair costs and re-shipment to You.
  5. Repaired products will be sent to You no later than 30 days after: (i) issuance of a repair notice; and (ii) receipt by Mambo Online of the original product to be replaced.
  6. If the Seller: (i) fails to give you a free repair no later than thirty (30) days from Mambo Online’s written notice to repair (‘Notice to Repair’); or (ii) cannot fix the fault, You will be offered a replacement product.

B. Replacement

  1. You can ask for a replacement if:
    • a) the problem with the product is determined to be major; or
    • b) if the Seller fails to give you a free repair within thirty (30) days; or
    • c) the Seller cannot fix the minor fault.
  2. Our Customer Care team will provide to You a written copy, by email or courier, of the replacement notice before acceptance of the product for replacement.
  3. Mambo Online will, on behalf of the Seller, pay for return courier, replacement costs and re-shipment to You.
  4. Replacement products:
    • a)  may be of an identical type to the product originally supplied; or
    • b)  based on mutual agreement between You and the Seller, may vary but must be of the samemonetary value.
  5. Replacement products will be sent to You no later than 30 days after: (i) issuance of a replacement notice; and (ii) receipt by Mambo Online of the original product to be replaced.

Recalls Prior to/after Delivery

  1. If, for safety reasons, a manufacturer recalls any product that You have purchased via the Platform and offers to repair or replace the product as a remedy, Mambo Online may, on behalf of the Seller and/or the manufacturer, contact You and issue You with a recall notice.
  2. Where a recall notice states that the product will be repaired, Mambo Online will provide you with a repair notice on behalf of the Seller and the manufacturer.
  3. Where a recall notice states that the product will be replaced, Mambo Online will liaise with the Seller and the manufacturer to ensure the product is replaced at the earliest opportunity.
  4. Mambo Online will, on behalf of the Seller or the manufacturer, pay for return courier, replacement/repair costs and re-shipment to You.

Rejection at Delivery

If, at delivery, You are not happy with the product you have purchased for any reason other than a major or minor issue related to the merchantability, the description or fitness for purpose of the product, the product will be returned to Mambo Online via the designated courier or another scheduled pick-up courier.

Mambo Online will, on behalf of the Seller, issue a refund no later than 30 days for the purchase price of the product plus any applicable taxes to your original form of payment for items returned. All returned items must be in their original condition; shrink-wrapped products must be unopened. Courier charges incurred by You are not refundable, therefore, You will notice a refund shipping fee deducted from Your refund.

Exceptions

A. No Return

Mambo Online will not accept returns for the following product categories:page3image27173504

Auto
Office
Health & Beauty
Gift Hampers & Baskets
Baby, Kids & Toys
Sports & Fitness
Fashion
Grocery

B. Warranty Items

If You purchased an item that is covered by a published manufacturer’s warranty, Mambo Online will liaise with the Seller and/or the manufacturer to ensure the conditions of the warranty are fulfilled prior to replacement, refund or repair, as appropriate.

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