Our policy lasts 7 calendar days. If 7 calendar days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please fill out our Returns Form and send us pictures of the item.
What form of refund can I get?
Once the product has been evaluated and it’s eligible for return, we will issue a store credit that you can use to order a replacement item or you can use it on your next purchase. It will be valid for 6 months.
Several types of goods are exempt from being returned. Perishable goods such as flowers, magazines cannot be returned. We also do not accept products that are intimate or sanitary goods or hazardous materials.
Additional non-returnable items:
- CDs/ DVDs
- Baby wipes
- Milk & nutrition items
- Potty training items
- Maternity Belt
- Clothing/footwear items without the original packaging and tags
- Personalized items
- Products with extended delivery time
- Items on sale
- Electronic items where the original seal is broken
- Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)
- Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period
- Items that have been assembled, used, altered or installed, unless defective
- Items that were sealed and require their hygienic levels to be intact from the manufacturer
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
How long does it take for the whole return and exchange process to be completed?
We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement will be pegged on our delivery timelines on the website once we have received and evaluated the product.
The value of the item returned will be credited to your MumsVillage account within 2-3 working days from when we have received and approved your product return.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and sent to your original method of payment, within 30 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your account again.
Then contact your bank or mobile operator, it may take some time before your refund is officially posted.
There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to Ndemi Road, Off Ngong Road, Nairobi, Kenya.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to Ndemi Road, Off Ngong Road, Nairobi, Kenya.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.