Returns and refunds policy

At OrderMania, we want customers to receive products that are as described, complete, functional and in acceptable condition.

This Returns, Refunds & Exchanges Policy explains when a customer may return a product, request an exchange or receive a refund, and the procedure that applies.

This policy forms part of the OrderMania Terms & Conditions.

Nothing in this policy limits or excludes any consumer right or remedy that cannot lawfully be excluded under the laws of Kenya.

1. OUR CUSTOMER COMMITMENT

OrderMania will make reasonable efforts to ensure that products supplied to customers:

Correspond with their description.
Match the customer's confirmed order.
Are supplied in the condition represented.
Are complete with the components and accessories represented as included.
Are of reasonably merchantable quality where applicable.
Are reasonably fit for a particular purpose where an applicable legal or contractual condition requires this.

Kenyan law provides statutory protections concerning the quality and conformity of goods supplied to consumers.

2. WHEN CAN YOU RETURN A PRODUCT?

A customer may request a return where the product:

Is defective.
Is damaged on delivery.
Is materially different from its description.
Is the wrong product.
Is the wrong size, colour or model where the ordered specification was not supplied.
Is incomplete or missing advertised components.
Does not conform to the agreed order.
Fails to meet an applicable warranty or statutory obligation.
Is otherwise eligible for return under a specific OrderMania promotion or product policy.

The customer's legal rights are not limited to the circumstances listed above where Kenyan law provides an additional remedy.

3. WRONG PRODUCT DELIVERED

If OrderMania sends you a product different from the one you ordered, contact us as soon as reasonably possible.

Where the error is confirmed, OrderMania may provide:

A replacement with the correct product;
An exchange;
Collection of the incorrect product; or
A refund.

Where the wrong product was supplied due to an OrderMania fulfilment error, OrderMania will bear the reasonable cost of correcting the error.

4. PRODUCT DAMAGED DURING DELIVERY

If a product arrives visibly damaged, the customer should, where reasonably possible:

Notify the delivery partner immediately.
Take photographs of the package and product.
Keep the original packaging.
Contact OrderMania promptly.

Do not dispose of the damaged product or packaging before OrderMania has completed its assessment unless it presents a genuine safety risk.

OrderMania may arrange inspection, collection, replacement, repair or refund depending on the circumstances.

5. DEFECTIVE PRODUCTS

A product is considered defective where it has a fault that materially affects its normal operation, quality, safety or conformity with the description or applicable warranty.

Examples may include:

An appliance that does not power on.
An electronic device that fails to perform its advertised basic function.
A product with a material manufacturing defect.
A product missing an essential component.
A product that materially differs from the description.

Minor cosmetic variations that do not affect functionality will not necessarily constitute a defect.

6. PRODUCTS THAT DO NOT MATCH THEIR DESCRIPTION

Where a product materially fails to correspond with the description provided at the time of purchase, the customer should contact OrderMania.

The Sale of Goods Act recognises an implied condition that goods sold by description correspond with that description.

Where the discrepancy is confirmed, OrderMania will provide an appropriate remedy.

7. INCOMPLETE PRODUCTS

If a product is supplied without an item or accessory that was expressly included in the OrderMania listing or confirmed order, notify us.

Examples include:

Missing accessories.
Missing advertised attachments.
Missing components.
Missing items in a multi-piece set.

OrderMania may provide the missing component where reasonably available or offer another appropriate remedy.

8. CHANGE-OF-MIND RETURNS

OrderMania may accept change-of-mind returns for selected products where the product is:

Unused.
In its original condition.
In its original packaging where applicable.
Complete with all accessories.
Accompanied by the relevant order information.
Not excluded under this policy.

Change-of-mind returns are not automatically available for every product.

Where a product is eligible for change-of-mind return, the applicable return period and any conditions will be stated on the product page, order confirmation or other applicable communication.

This voluntary return facility does not replace statutory consumer rights.

9. RETURN PERIOD

Unless a different period is expressly stated for a particular product or promotion:

Customers should report a return request within 7 calendar days after delivery.

For defects that could not reasonably have been discovered during initial inspection, customers should notify OrderMania within a reasonable period after discovering the defect.

A short reporting period does not remove a consumer's statutory rights concerning defective, non-conforming or otherwise protected goods.

The Sale of Goods Act provides that a buyer who has not previously examined delivered goods is not deemed to have accepted them until having a reasonable opportunity to examine whether they conform to the contract.

10. DO NOT USE THE PRODUCT BEFORE REPORTING A PROBLEM

Where a customer discovers a defect, wrong product or material discrepancy, the customer should stop using the product and contact OrderMania where reasonably possible.

Continued use may make it more difficult to determine:

Whether the defect existed at delivery.
Whether the damage occurred through use.
Whether the product was modified.
Whether the product was damaged after delivery.

This does not remove any legal remedy available to the customer.

11. PRODUCT CONDITION FOR CHANGE-OF-MIND RETURNS

For a voluntary change-of-mind return, the product should generally be:

Unused.
Clean.
Undamaged.
Complete.
In saleable condition.
Accompanied by accessories and promotional items supplied with it.

Where a product has been used beyond what is reasonably necessary to inspect or assess it, OrderMania may decline a change-of-mind return where the law permits.

This does not apply to legitimate returns based on defects, incorrect products or other statutory rights.

12. PRODUCTS THAT CANNOT NORMALLY BE RETURNED FOR CHANGE OF MIND

For hygiene, safety, software, personal-use or other legitimate reasons, certain products may not qualify for voluntary change-of-mind returns once opened or used.

Examples may include:

Personal grooming products.
Shavers.
Hair styling tools where opened or used.
Certain beauty products.
Personal hygiene products.
Products containing consumable or sanitary components.
Opened software or digital products.
Products specifically customised for a customer.
Products expressly identified as non-returnable before purchase.

However, an exclusion for change-of-mind returns does not remove a customer's legal rights where the product is defective, unsafe, incorrectly supplied or otherwise subject to a mandatory remedy under Kenyan law.

13. RETURN OF ELECTRICAL PRODUCTS

Electrical and electronic products returned because of a suspected defect may require testing.

OrderMania or an authorised technician may inspect the product to determine whether:

The product is defective.
The product was incorrectly installed.
The product was misused.
The product was physically damaged.
The product was modified.
The product operates according to its specifications.

Where testing confirms a legitimate defect covered by the applicable warranty or consumer protections, OrderMania will provide the appropriate remedy.

14. PRODUCTS DAMAGED THROUGH MISUSE

A return may be declined where evidence establishes that the problem resulted from:

Misuse.
Negligence.
Accidental damage.
Incorrect installation.
Incorrect voltage.
Physical abuse.
Unauthorised modification.
Failure to follow reasonable instructions.
Use outside the product's intended purpose.

This does not prevent a customer from exercising a statutory right where the law provides otherwise.

15. WARRANTY CLAIMS

Where a product carries a manufacturer's or supplier's warranty, the warranty terms may determine the appropriate remedy.

A warranty may cover manufacturing defects but may exclude damage resulting from:

Misuse.
Accidental damage.
Unauthorised repairs.
Modifications.
Normal wear and tear.
Consumable components.
Other expressly stated exclusions.

OrderMania will communicate the applicable warranty terms where they apply.

16. NORMAL WEAR AND TEAR

Normal wear and tear is not ordinarily considered a manufacturing defect.

Examples may include:

Gradual deterioration from ordinary use.
Scratches caused by normal use.
Consumable components reaching the end of their expected service life.
Cosmetic deterioration that does not materially affect functionality.

However, the assessment will depend on the product, expected use and applicable warranty or statutory rights.

17. RETURN OF MULTI-ITEM SETS

Where a product is sold as a set, bundle or package, the complete set should normally be returned together.

Examples include:

3-piece sets.
4-piece sets.
Kitchen sets.
Grooming kits.
Suitcase sets.
Gift bundles.

Where one component is defective, OrderMania may determine whether the affected component alone can be replaced or whether the entire set should be returned.

18. FREE GIFTS AND PROMOTIONAL ITEMS

Where an order included a free gift and the customer returns the qualifying product, OrderMania may require the free gift to be returned where:

The gift formed part of the promotion; and
The customer no longer qualifies for the promotion after the return.

If the free gift is not returned, OrderMania may, where legally permitted, account for its reasonable value when calculating the refund.

19. HOW TO REQUEST A RETURN

Customers should contact OrderMania through an authorised channel.

A return request should include:

Order number.
Customer name.
Telephone number.
Product name.
Reason for return.
Description of the problem.
Photographs where relevant.
Video evidence where useful.
Payment information where required for processing a refund.

OrderMania may request additional information reasonably necessary to assess the claim.

20. RETURN REQUEST ASSESSMENT

Once a return request is received, OrderMania may:

Review the order.
Review the customer's explanation.
Request photographs or video.
Request troubleshooting steps.
Ask the customer to bring or send the product for inspection.
Arrange collection.
Contact the supplier or manufacturer.
Test the product where appropriate.

The purpose of the assessment is to establish the appropriate remedy, not to create unnecessary barriers to a legitimate claim.

21. RETURN APPROVAL

Where a return is approved, OrderMania will communicate:

The approved remedy.
Return instructions.
Collection or drop-off arrangements.
Any applicable conditions.
Expected processing timeframe.

Customers should not send products to an address or person not authorised by OrderMania.

22. RETURN SHIPPING COSTS

Where the return is caused by an OrderMania error or a confirmed product defect covered by the applicable remedy, OrderMania will arrange or reimburse the reasonable return delivery cost as appropriate.

Where the customer requests a voluntary change-of-mind return, the customer may be responsible for reasonable return delivery costs unless OrderMania has expressly offered free returns.

23. RETURN COLLECTION

Where OrderMania arranges collection, the customer should:

Package the product appropriately.
Include relevant accessories.
Make the product available at the agreed location.
Provide access to the courier where reasonably possible.

Collection dates are subject to courier availability.

24. CUSTOMER DROP-OFF RETURNS

Where OrderMania offers drop-off returns, the customer will be provided with the applicable drop-off instructions.

The customer should obtain proof of handover where available.

OrderMania is not responsible for products handed to unauthorised persons or locations.

25. RETURN PACKAGING

Customers should use the original packaging where reasonably available.

If the original packaging is unavailable, the customer should use suitable protective packaging.

A lack of original packaging will not automatically defeat a legitimate statutory claim where the packaging itself is not required to establish the defect or conformity issue.

26. REFUND METHODS

Where a refund is approved, OrderMania will generally refund using the original payment method where reasonably possible.

Depending on the original payment method, refunds may be processed through:

M-Pesa.
Bank transfer.
Card reversal.
Other appropriate electronic payment methods.

OrderMania may request information reasonably necessary to process the refund.

OrderMania will not request a customer's M-Pesa PIN, card PIN or other confidential authentication credentials.

27. CASH-ON-DELIVERY REFUNDS

Where an order was paid through Cash on Delivery, OrderMania may process the refund through:

M-Pesa.
Bank transfer.
Another mutually agreed lawful payment method.

The customer may be required to provide accurate payment details.

28. REFUND OF PRODUCT PRICE

Where a full refund is approved, OrderMania will refund the applicable amount paid for the affected product.

Where only part of an order is legitimately returned, the refund will ordinarily relate to the affected product or products.

Where a delivery charge is legally required to be refunded, it will be included in the applicable refund.

29. REFUND OF DELIVERY CHARGES

Where a return is caused by:

Wrong product supplied by OrderMania.
Confirmed product defect.
Material mismatch with the order.
Other circumstances for which OrderMania is responsible,

OrderMania will determine the applicable refund of delivery charges in accordance with the circumstances and applicable law.

For voluntary change-of-mind returns, original delivery charges may not be refundable where the law permits and the customer was informed of the applicable terms.

30. REFUND PROCESSING TIME

Once a return has been approved and the product has been received or the applicable basis for refund has been verified, OrderMania will initiate the refund within a reasonable period.

The actual time taken for funds to reach the customer may depend on:

M-Pesa.
Banks.
Card providers.
Payment processors.
Other financial institutions.

OrderMania is not responsible for processing delays caused solely by an external payment provider after OrderMania has initiated the refund.

31. PARTIAL REFUNDS

Where appropriate, OrderMania may offer a partial refund where:

A minor defect does not justify replacement or full refund.
A customer agrees to retain a product with a disclosed minor issue.
A product has a minor discrepancy that the customer agrees to accept.
A partial remedy is otherwise appropriate.

A customer is not required to accept a partial refund where the customer is entitled to another remedy under applicable law.

32. EXCHANGE

Where available, customers may receive an exchange for:

The same product.
The same model.
Another available variant.
Another product of equivalent value where agreed.

If the replacement product has a higher price, the customer may be required to pay the difference.

If it has a lower price, OrderMania will account for the difference appropriately.

33. REPLACEMENT

Where a product is confirmed defective, incorrect or materially non-conforming, OrderMania may replace it with:

The same product;
The same model; or
An equivalent product where the original is unavailable.

Where a replacement is unavailable and the customer is entitled to a refund, OrderMania will process the appropriate refund.

34. REPAIR

For products capable of repair, OrderMania may offer repair where:

The product is covered by an applicable warranty;
Repair is a reasonable remedy; and
Repair is permitted under the circumstances.

Where repair is offered, OrderMania will communicate the expected process.

A repair option will not be used to unlawfully deprive a customer of a remedy available under mandatory law.

35. RETURNED PRODUCT INSPECTION

Returned products may be inspected by OrderMania, a supplier, manufacturer or authorised technician.

Inspection may include:

Functional testing.
Physical inspection.
Serial-number verification.
Accessory verification.
Warranty verification.
Examination for signs of misuse or modification.
36. FRAUDULENT OR ABUSIVE RETURN CLAIMS

OrderMania may investigate claims that appear fraudulent or abusive.

Examples include:

Returning a different product from the one supplied.
Returning a counterfeit item.
Removing or replacing serial numbers.
Deliberately damaging a product.
Making repeated false claims.
Claiming non-delivery despite confirmed receipt.
Returning an unrelated item.
Attempting to obtain multiple refunds for one purchase.

Where fraud is reasonably established, OrderMania may reject the claim and take appropriate lawful action.

37. SERIAL NUMBERS AND PRODUCT IDENTIFICATION

Where products have:

Serial numbers.
IMEI numbers.
Model numbers.
Security labels.
Unique identifiers.

OrderMania may record these details at fulfilment and compare them during a return.

This helps prevent product substitution and fraudulent returns.

38. MISSING ACCESSORIES

Where a returned product is missing accessories that were originally supplied, OrderMania may take the missing items into account when assessing a voluntary change-of-mind return, to the extent permitted by law.

This does not automatically defeat a legitimate statutory claim concerning a defective or incorrectly supplied product.

39. USED PRODUCTS

For voluntary change-of-mind returns, products should generally not have been used beyond reasonable inspection.

For defective-product claims, however, a product may necessarily have been used before the defect became apparent.

Therefore, use alone does not invalidate a legitimate defect claim.

40. PRODUCTS WITH CONSUMABLE COMPONENTS

Where a product includes consumables, return eligibility may depend on whether the consumable has been:

Opened.
Used.
Consumed.
Contaminated.
Modified.

This may include certain:

Beauty products.
Personal-care products.
Cleaning products.
Food-related products.
Other consumable goods.

Mandatory consumer rights remain unaffected.

41. HYGIENE-SENSITIVE PRODUCTS

For health, hygiene and personal-use reasons, OrderMania may restrict voluntary returns of products that have been opened or used.

Examples may include:

Shavers.
Grooming equipment.
Personal-care products.
Certain beauty products.
Products intended for intimate or personal use.

The restriction applies primarily to voluntary change-of-mind returns and does not remove rights relating to defective, unsafe or incorrectly supplied products.

42. CUSTOMISED PRODUCTS

Products specially customised, personalised or modified at a customer's request may not qualify for voluntary change-of-mind returns because they may not be readily resalable.

However, this exclusion does not apply where the product is defective, materially incorrect or otherwise subject to a mandatory legal remedy.

43. DIGITAL PRODUCTS

Where OrderMania sells digital products or services, return and refund eligibility may differ from physical goods.

Where applicable, the customer will be informed of the specific digital-product terms before purchase.

44. PRODUCTS SOLD AS CLEARANCE OR SPECIAL CONDITION

Where a product is sold as:

Clearance.
Open-box.
Refurbished.
Used.
Display stock.
Slightly cosmetically imperfect.

OrderMania will disclose the relevant condition before purchase where material.

The disclosed condition does not remove legal rights relating to undisclosed defects or misrepresentation.

45. PRODUCT SAFETY RETURNS

Where a product presents a genuine safety concern, customers should stop using it immediately and contact OrderMania.

OrderMania may:

Arrange collection.
Request the product be isolated safely.
Notify the supplier or manufacturer.
Arrange replacement.
Arrange refund.
Take other appropriate safety measures.
46. RECALLS

Where a manufacturer, regulator or other authorised body issues a product recall affecting an OrderMania product, OrderMania may contact affected customers where reasonably possible.

The applicable recall procedure will then be communicated.

47. REFUNDS WHERE AN ORDER IS CANCELLED BEFORE DELIVERY

Where an order is cancelled before delivery and the customer has already paid, OrderMania will process the applicable refund.

Where a refund is not due because the cancellation results from circumstances attributable to the customer, any lawful deductions will be communicated.

48. REFUNDS FOR UNAVAILABLE PRODUCTS

If OrderMania accepts payment for a product that subsequently becomes unavailable and cannot be reasonably substituted, the customer will be entitled to the applicable refund.

OrderMania will communicate the refund process.

49. RETURN OF PRODUCTS RECEIVED BY MISTAKE

If you receive a product that you did not order, contact OrderMania.

Do not use, sell, dispose of or transfer the product.

OrderMania will arrange appropriate collection or provide instructions.

50. CUSTOMER RESPONSIBILITY FOR ACCURATE INFORMATION

Customers must provide accurate information when submitting a return or refund request.

False or materially misleading information may delay investigation or result in rejection of a fraudulent claim.

51. EVIDENCE OF PURCHASE

OrderMania may request reasonable proof of purchase.

This may include:

Order number.
Payment confirmation.
Receipt.
Customer account information.
Telephone number.
Transaction reference.
Other transaction records.

OrderMania may also use its internal records to verify a transaction.

52. REFUND TO A DIFFERENT PERSON

Refunds will normally be made to the person who made the original payment or the original payment method.

Where this is not reasonably possible, OrderMania may request verification before processing an alternative refund arrangement.

53. DISPUTED REFUNDS

Where a customer disputes a refund decision, the customer may request a review by OrderMania customer support.

The customer should provide:

Order number.
Reason for disagreement.
Relevant evidence.
Any new information.

OrderMania will review the matter fairly and communicate the outcome.

54. PAYMENT PROVIDER DISPUTES

Where a payment dispute involves a bank, M-Pesa, card issuer or other payment provider, OrderMania may cooperate with the relevant provider in investigating the transaction.

This does not prevent the customer from exercising applicable rights under Kenyan law.

55. RETURN AND REFUND ABUSE

OrderMania may take reasonable measures to prevent systematic abuse of its return and refund system.

These measures may include:

Verification of customer identity.
Verification of order records.
Serial-number verification.
Return-history review.
Product inspection.

Such measures will be applied reasonably and consistently.

56. NO UNLAWFUL WAIVER OF CONSUMER RIGHTS

Nothing in this policy:

Removes a statutory consumer right.
Prevents a lawful rejection of defective or non-conforming goods.
Excludes a statutory warranty.
Prevents a lawful refund.
Prevents a customer from making a complaint to a competent authority.
Prevents a customer from seeking a lawful remedy.

The Consumer Protection Act recognises consumer protections concerning the quality of goods and provides remedies in specified circumstances.

57. CONSUMER EXAMINATION OF GOODS

Where goods are delivered without prior examination, customers should be given a reasonable opportunity to examine them for conformity with the contract.

The Sale of Goods Act expressly addresses a buyer's right to examine delivered goods before being deemed to have accepted them.

58. ACCEPTANCE DOES NOT AUTOMATICALLY REMOVE ALL RIGHTS

Receiving or using a product does not automatically mean that a customer loses every possible remedy.

The effect of acceptance depends on the circumstances, the nature of the defect, the timing of the complaint, the contract and applicable Kenyan law.

Customers should therefore report problems promptly once discovered.

59. REFUND OF TAXES AND CHARGES

Where a refund is due, OrderMania will account for applicable taxes and charges in accordance with Kenyan law and the circumstances of the transaction.

60. DELIVERY OF REPLACEMENTS

Where a replacement is approved, OrderMania will communicate the expected delivery arrangement.

Where the replacement results from an OrderMania error or covered defect, OrderMania will generally arrange the replacement delivery at no additional charge to the customer.

61. RETURN OF REPLACED PRODUCTS

Where a replacement is issued, the original product may need to be returned.

The customer should follow OrderMania's collection or return instructions.

62. IF A RETURN CANNOT BE APPROVED

If OrderMania determines that a requested return does not qualify under this policy, we will communicate the reason.

Where appropriate, the customer may still have:

Warranty rights.
Manufacturer support.
A repair option.
Another remedy under applicable law.
63. CUSTOMER COMPLAINTS

Customers who are dissatisfied with a return or refund decision may contact OrderMania through:

Email: info@ordermania.co.ke

Phone: 0141894824

WhatsApp: 0141894824

Website: ordermania.co.ke

The customer should provide the order number and relevant details.

64. GOVERNING LAW

This policy is governed by the laws of the Republic of Kenya.

The policy will be interpreted consistently with applicable Kenyan consumer, commercial, electronic-commerce and data-protection laws.

65. CHANGES TO THIS POLICY

OrderMania may update this policy from time to time because of:

Changes in Kenyan law.
Changes in our products.
Changes in our suppliers.
Changes in our delivery network.
Changes in payment systems.
Changes in our business processes.

The latest version will be published on the OrderMania website.

Changes will not retrospectively remove rights that have already accrued under an existing transaction where doing so would be unlawful.

66. RELATIONSHIP WITH OTHER ORDERMANIA POLICIES

This policy should be read together with:

OrderMania Terms & Conditions
OrderMania Shipping & Delivery Policy
OrderMania Privacy Policy
OrderMania Payment & Pricing Policy
OrderMania Warranty & Product Guarantee Policy

Where a specific product listing contains additional return conditions, those conditions will apply provided they are lawful and were disclosed to the customer before purchase.

67. FINAL CUSTOMER PROTECTION CLAUSE

OrderMania's objective is to resolve legitimate returns and refund claims fairly, efficiently and transparently.

This policy is not intended to create unnecessary barriers to customers exercising their lawful rights.

Where a provision of this policy conflicts with a mandatory requirement of Kenyan law, the mandatory requirement will prevail.

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