Return Policy

  1. General Return Policy

1.1 Eligibility for Returns

  • Returns are accepted within 7 business days from the date of delivery.
  • The product must be in its original condition, including packaging, accessories, and manuals.
  • Returns must be accompanied by the original invoice or proof of purchase.
  • No cash refunds will be provided—only store credit or replacement is offered.

1.2 Non-Returnable Items

  • Items that have been used, installed, or damaged by the Client.
  • Products sold on clearance, special order, or customized items.
  • Software, licenses, consumables (e.g., printer ink, batteries), and perishable electronic components.
  • Goods that are not in their original packaging or are missing parts/accessories.
  1. Types of Returns

2.1 Return of Unwanted Goods

  • If the Client changes their mind, they may return the product within 7 business days, provided it is in its original, unused condition.
  • The Client may be charged a restocking fee of up to 15% of the product value.

2.2 Return of Goods That Did Not Match the Order

  • If the Client receives an incorrect item, they must report it within 2 business days of delivery.
  • The correct item will be shipped at no extra cost, and the incorrect item must be returned in original condition.
  • If the item is used or damaged, the return will be rejected.

2.3 Return of Defective or Faulty Goods

  • If a product is defective on arrival, it must be returned within 7 business days for replacement or repair.
  • The Client must provide the original invoice and all included accessories.
  • If the defect is covered by warranty, repairs or replacements will be handled per the warranty terms.
  • No refunds will be provided for defective goods—only repair or replacement.
  1. Return Process

3.1 How to Initiate a Return

  • Contact Masterpiece Systems Limited via email or phone to request a return authorization.
  • Clearly state the reason for the return and provide supporting details (photos, descriptions, or proof of purchase).
  • Returns without prior approval will not be accepted.

3.2 Return Shipping

  • Clients within Nairobi may return items to our CBD shop.
  • Upcountry Clients must ship the item at their own cost.
  • If the return is due to an error on our part (wrong or defective item), we will cover the return shipping costs.

For return 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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