Last Updated: 10th June 2026
This Refund and Returns Policy (“Policy”) forms part of the Terms and Conditions of Mafraq Enterprises Limited (“the Company,” “we,” “us,” “our”). It applies to all goods purchased through our website https://www.mafraqenterprises.com/ or from our physical location.
We are committed to ensuring your complete satisfaction. However, we understand that there may be circumstances where you need to return an item. This Policy sets out your rights and obligations when seeking a refund or return.
1. Consumer Rights Under Kenyan Law
This Policy is designed to comply with the Consumer Protection Act, 2012 (Cap. 501) of Kenya. Under this Act, you have the right to goods of satisfactory quality, fit for their intended purpose, and matching their description. Nothing in this Policy limits or excludes any of your statutory rights as a consumer.
2. Cooling-Off Period for Change of Mind
If you have changed your mind about a purchase, we offer a 7-day “cooling-off” period from the date of delivery. Within this period, you may cancel your order and request a return.
To be eligible for a return due to change of mind:
The item must be unused, unopened, and in the same condition as when you received it.
The item must be in its original packaging, with all tags, manuals, cables, and accessories intact.
The item must not be among the list of non-returnable items (see Section 5 below).
3. Returns for Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged in transit, or does not match your order description, you must notify us immediately. We strongly recommend you inspect your goods upon delivery.
To be eligible for a return due to a defect or error:
You must notify us within 24 hours of delivery regarding any visible damage or defect.
For latent defects (non-visible issues), you must notify us within 7 days of discovering the defect.
You may be required to provide photographic or video evidence of the defect or damage.
For such returns, we will cover the cost of return shipping and will offer either a full refund or a replacement, at your choice.
4. Procedure for Making a Return
To initiate a return, please follow these steps:
Contact Us: Send an email to
[Insert Customer Support Email]with the subject line “Return Request – [Your Order Number]”. In the email, provide:Your order number and date of purchase.
The name of the product(s) you wish to return.
The reason for the return (e.g., change of mind, defective, damaged).
Clear photographs or a short video showing the issue (for defect/damage claims).
Await Approval: We will review your request and respond within 3 business days. We may request additional information to process your claim.
Return Authorization: If your return is approved, we will provide you with a Return Authorization (RA) number and instructions on how to return the item. Do not send any item back without an RA number.
Packaging: Securely repackage the item in its original packaging, including all accessories and documentation. Write the RA number clearly on the outside of the package.
Shipping: You are responsible for the cost of return shipping unless the return is due to a defect or our error. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit on their way back to us.
Return Address:
Mafraq Enterprises Limited
Popman House, Ground Floor,
Off Moi Avenue, Opposite The Bazaar Plaza,
Nairobi, Kenya.
5. Non-Returnable Items
The following items are not eligible for return or refund, except in the case of a manufacturer defect:
Consumables: Printer toner powder, ink cartridges, and other printing consumables that have been opened or used.
Software: Any software that has been unsealed or activated.
Personalized or Custom Items: Goods that have been customized or configured specifically for you.
Items Damaged by Customer: Goods that have been physically damaged, mishandled, or subjected to improper use after delivery.
Clearance or Final Sale Items: Items explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase.
Products Opened for Hygiene or Safety Reasons: Certain accessories or perishable components, where the seal is broken.
6. Refund Processing
Once we receive and inspect your returned item, we will send you an email notification to confirm receipt and the approval or rejection of your refund.
Approved Refunds: If your return is approved, we will process the refund to your original method of payment within 14 days of receiving the returned goods.
Refund Amount: The refund will be for the full purchase price of the item(s) returned, less any applicable restocking fee (see Section 7) or shipping charges.
Original Shipping Costs: Original outbound shipping costs are non-refundable unless the return is due to a defect or our error.
Credit Card/Bank Transfer Refunds: Please allow 5–10 business days for your bank or payment provider to reflect the credit in your account.
7. Restocking Fees
For returns due to a change of mind, we may deduct a restocking fee of up to 20% of the original purchase price to cover handling, inspection, and repackaging costs. You will be notified of the applicable fee when your return is approved.
There are no restocking fees for returns due to defects, damages, or incorrect items.
8. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original item following the procedure above and place a new order for the desired item.
9. Late or Missing Refunds
If you have not received your refund within the stated timeframe:
First, check your bank account or payment provider again.
Contact your credit card company or bank, as there is often a processing period before a refund is officially posted.
If you have done all of the above and still have not received your refund, please contact us at
[Insert Customer Support Email].
10. Contact Information
For all returns, refunds, or questions regarding this Policy, please contact us:
Email:
info@mafraqenterprises.comPhone: +254 712 493 390
Address: Popman House, Ground Floor, Off Moi Avenue, Nairobi, Kenya.