Refund Policy

  1. General Refund Policy

1.1 Eligibility for Refunds

  • Refunds are only issued in specific cases, such as incorrect orders, defective products under warranty, or unavailability of a purchased item.
  • Refund requests must be submitted within 7 business days from the date of delivery.
  • A refund will only be processed after a thorough inspection of the returned product and approval by Masterpiece Systems Limited.

1.2 Non-Refundable Items

  • Opened or used products unless they are faulty and covered under warranty.
  • Software, digital products, and licenses (once activated or used).
  • Special orders, custom-built items, and clearance products.
  • Consumables (e.g., printer ink, batteries, cables, accessories).
  • Any item that is damaged due to misuse, improper handling, or unauthorized repairs.
  1. Refund Process

2.1 How to Request a Refund

  • Clients must contact Masterpiece Systems Limited via phone or email to request a refund.
  • The refund request must include:
    • Original invoice or proof of purchase.
    • Reason for refund request (including photos if applicable).
    • Bank account details (for bank transfers) or MPESA details (for mobile refunds).
  • Returns must be approved before a refund is processed.

2.2 Inspection and Approval

  • Once a refund request is received, the product must be returned for inspection.
  • If the product qualifies for a refund, Masterpiece Systems Limited will approve the refund and notify the Client.
  • If the return is rejected (e.g., due to damage or missing parts), the product will be returned to the Client at their cost.
  1. Refund Methods

3.1 Store Credit Option

  • Clients may choose to receive a store credit instead of a refund.
  • Store credit is valid for one year and can be used for future purchases.

3.2 Bank Transfer Refunds

  • For refunds above KES 5,000, payment will be processed via bank transfer.
  • The Client must provide their bank details, and processing takes 7–14 business days.

3.3 MPESA Refunds

  • For refunds below KES 5,000, the amount may be refunded via MPESA.
  • MPESA refunds are processed within 3–5 business days after approval.
  1. Partial Refunds & Deductions

4.1 Restocking Fees

  • If a product is returned without defects or due to a change of mind, a 15% restocking fee may apply.
  • The refund will exclude shipping and handling charges.

4.2 Deductions for Missing Accessories

  • If any original accessories, manuals, or packaging are missing, a deduction will be applied to the refund amount.
  1. Refund Timelines
  • MPESA refunds: 3–5 business days after approval.
  • Bank transfer refunds: 7–14 business days after approval.
  • Store credit refunds: processed immediately upon approval.

For refund requests, contact us via:

📧 Email: sales@masterpiece.ke
📞 Phone: +254 (0)724 307 684
📍 Or visit us at: Kaunda Street, Town House Building, 4th Floor Room 406

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