Sahara Zion Kenya Trading Limited (“Company”) herein referred to as Sahara, owns and operates the Mama Kienyeji Brand and its related website; www.mamakienyeji.com
This Shipping, Returns & Cancellations policy describes how Sahara Zion Kenya Trading Limited, its subsidiaries and brands (including without limitation to mamakienyeji.com) and affiliated entities (collectively, “Sahara,” “we,” or “us”) handles your order fulfilment.
1. Product Information on our Site
While we make every effort to show accurate product listings on our website (www.mamakienyeji.com ), Sahara is not responsible for typographical, pricing errors, and omissions. Thank you for your understanding.
2. Order Confirmation
An email will immediately acknowledge receipt of your order, while a second email will confirm your order has been processed and is prepared for delivery/shipment. We will contact you within 1 hour if there is any problem with your order.
3. Cost of Product Delivery/Shipment
The cost of delivery/shipment is Kshs 300 for all deliveries within 5km radius of the Nairobi CBD. Deliveries outside of this radius will be charged delivery fees commensurate to the distance and mode of transport used.
4. Goods Returns
a) Returns due to unavailable customer
If a package is returned to Sahara because no customer was available to receive the package after the third attempt made by our Sahara Express Delivery teams, the customer will be charged for the return shipping cost to our depot.
b) Returns due to Damage or fault
We want you to be 100% happy with your order and it is our aim to ensure that all products supplied to all customers arrive in perfect condition. If you think there is a fault with an item you have received, please let us know straight away by contacting us before you consume the product. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault and not more than six (6) hours from the time of delivery so that we can resolve the issue for you.
In the very unlikely event of any damage please contact us. Please include as much information as possible. We may also require photographs of any damage including all the packaging for insurance purposes. We also need a picture that clearly shows the seal intact on the damaged or broken bottle/package.
Please retain the product, box and all packaging until instructed by us. Any products must be returned to us in good condition and in the original packaging.
c) Returns due to wrong goods delivered
If you have received an incorrect item in your order, let us know straight away by calling us on 0777 100 036. Customer Services representatives are available everyday (8am – 6pm), and will be happy to assist you by ensuring that the item reaches you within reasonable time or that a replacement is sent you, whichever is applicable to the situation at hand.
5. Lost Goods
In the unlikely event that goods are misplaced on their way to you, Sahara will ensure a replacement is sent directly to you, if available.
All discrepancies with the contents of your order must be reported to our Customer Services team on 0777 1000 036 within six (6) hours of receipt of your order. Customer Services representatives are available everyday (8am – 6pm), and will be happy to assist you.
Where a replacement item is not available due to it being discontinued or the original item being a “One Off” we will reimburse you for the full cost of the item only. No compensation will be paid.
6. Money Refunds
All money refunds will be paid within 7 days of receiving the returned product(s).
7. Updates to this Policy
Without prejudice to your rights under applicable law, this Policy may be updated periodically and without prior notice to you to reflect changes in our practices. We will notify you of changes to our Policy in advance by posting the new Policy here and updating the “Last Updated” date below.
8. How to Contact Us
If you have any questions or comments about this Policy, or if you would like us to update information we have about you or your preferences, please contact us by email at firstname.lastname@example.org .
LAST UPDATED: 1st March, 2021
© 2021 Sahara Zion Kenya Trading Limited | All Rights Reserved.