Overview
Refund and Returns Policy for Mula Investments
Effective Date: August 21, 2025
This Refund and Returns Policy outlines the conditions under which products purchased from [Your Shop Name] (“we,” “us,” or “our”) may be returned for a refund or exchange. As a seller of second-hand and pre-owned goods, our policy reflects the unique nature of these items, while also adhering to consumer protection laws in Kenya.
General Conditions for Returns and Refunds
All returns and refunds are subject to the following general conditions:
- Proof of Purchase: All returns must be accompanied by a valid proof of purchase, such as a receipt or order confirmation.
- Return Period: Unless otherwise specified, items must be returned within [e.g., 7 days, 14 days] from the date of purchase.
- Item Condition: Returned items must be in the same condition as when purchased, including all original parts, accessories, and packaging (if applicable). Any damage or alteration to the item after purchase may void the return eligibility.
- “As-Is” Basis: All second-hand and pre-owned items are sold on an “as-is” basis, meaning they may have signs of wear, cosmetic imperfections, or minor functional limitations inherent to their used nature. These conditions will be disclosed prior to purchase, and such disclosed conditions do not qualify for a return or refund.
Eligible Reasons for Return or Refund
- We will accept returns and provide refunds or exchanges under the following circumstances:
- Significant Undisclosed Defects: If an item has a significant functional defect that was not disclosed at the time of purchase and substantially impairs its intended use.
- Item Not as Described: If the item received is materially different from its description or representation at the time of sale (e.g., incorrect model, significant features missing that were advertised).
- Non-functional on Arrival (DOA): For electronic or mechanical items, if the product is completely non-functional upon first use and this was not disclosed.
Non-Eligible Reasons for Return or Refund
We generally do not accept returns or provide refunds for:
- Change of Mind: We do not offer refunds or exchanges if you simply change your mind or no loger want the item.
- Minor Imperfections: Cosmetic wear, minor scratches, dents, or other imperfections that are typical of used items and were disclosed or visible at the time of purchase.
- Compatibility Issues: Issues arising from incompatibility with your existing equipment or software, unless specific compatibility was guaranteed by us at the time of sale.
- Damage Caused by Misuse: Damage resulting from improper handling, misuse, accident, or unauthorized repair after purchase.
- Items Sold “Final Sale”: Certain items may be explicitly marked as “Final Sale” and are not eligible for return or refund.
How to Initiate a Return
To initiate a return, please follow these steps:
1. Contact Us: Notify us within the specified return period (Section 1) by [e.g., phone, email, in-person] and provide your proof of purchase and a detailed explanation of the issue.
2. Assessment: We will assess your return request based on the information provided and may ask for additional details or for you to bring the item to our shop for inspection.
3. Return Authorization: If your return is approved, we will provide you with a return authorization and instructions on how to return the item.
4. Return the Item: Securely package the item and return it to us as instructed. You may be responsible for return shipping costs unless the return is due to our error (e.g., item significantly not as described).
5. Refunds and Exchanges
Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund or exchange.
- Refunds: If approved, your refund will be processed within [e.g., 7-14 business days] to your original method of payment. Please note that it may take additional time for your bank or credit card company to process and post the refund.
- Exchanges: If an exchange is approved, we will offer a suitable replacement item of similar value and condition, subject to availability. If a suitable replacement is not available, a refund will be offered.
6. Consumer Protection Laws in Kenya
This policy is designed to comply with the Consumer Protection Act, 2012, of Kenya, and other relevant consumer protection regulations. The Act provides consumers with rights, including the right to goods that are of merchantable quality, fit for purpose, and correspond with their description. While second-hand goods are sold with their inherent limitations, we are committed to ensuring that our products meet reasonable expectations for their disclosed condition and that consumers are treated fairly.
Under Kenyan law, consumers are entitled to seek remedies if they suffer harm due to defective or unsafe products. We encourage customers to inspect items thoroughly before purchase and to raise any concerns immediately.
Contact Us
If you have any questions about our Refund and Returns Policy, please contact us:
•By email: contact@mulainvestments.co.ke
•By phone: +254 757 159 427 +254 706 809 231
•In-person: Ndumbuini Shopping centre, Forth Smith Road, Uthiru, 87 Junction, Waiyaki Way , Kinoo