At MbogaExpress, we are committed to delivering fresh, high-quality produce with every order. If something isn’t right, we want to make it right. This policy explains when and how refunds apply.

  1. When Refunds Apply

A refund may be issued where:

  • Your produce arrives damaged or in poor condition
  • Items are spoiled or unfit for consumption at the time of delivery
  • You receive items that do not match your order

Natural variation in the size, colour, shape, or weight of fresh produce is not a defect and does not qualify for a refund.

  1. Reporting Window

⏱️  All refund requests must be raised within 4 hours of delivery.

Due to the perishable nature of fresh produce, we are unable to assess the condition of items after this window. Claims submitted after 4 hours will not qualify.

 

  1. How to Request a Refund

To submit a refund request, contact us through our website and provide:

  • Clear photos of the affected item, taken at the time the issue is noticed
  • Your order number or payment confirmation message
  • A brief description of the problem
  1. Refund Process

Once we receive your claim, our team will review the evidence provided. If approved, your refund will be processed within 24 hours via:

  • M-Pesa reversal for Paybill payments
  • Cash refund or account credit for payment-on-delivery orders
  1. Replacements

In some cases, we may offer a replacement of the damaged product instead of a monetary refund, depending on availability and your preference. We will always confirm this with you first.

  1. Non-Refundable Situations
  • Issues reported after the 4-hour window
  • Natural variation in size, color, or weight of produce
  • Delivery issues caused by incorrect address details provided by the customer

• Change of mind after delivery