Shipping And Delivery Terms

  1. General Shipping Policy

1.1 Service Coverage

  • We provide shipping and delivery services across Kenya and East Africa.
  • Orders can be delivered via our in-house team or third-party couriers, depending on the destination.

1.2 Delivery Timeline

  • Nairobi & Surrounding Areas: Same-day or next-day delivery for orders confirmed before 2:00 PM.
  • Upcountry Deliveries: Typically, 1-3 business days, depending on the location and courier service.
  • International Shipping: Delivery timelines vary based on courier service and customs processing.

1.3 Delivery Confirmation

  • Delivery is deemed complete when the Client or an authorized representative sign the delivery note.
  • If the Client designates a third party to receive the goods, Masterpiece Systems Limited is not liable for any loss or damage once the delivery is made.
  1. Shipping Charges

2.1 Delivery Fees

  • Nairobi & Nearby Areas: Delivery fees vary depending on location and order size.
  • Upcountry & International Deliveries: Shipping costs depend on the courier’s pricing and package weight.

2.2 Free Delivery Policy

  • Free delivery may apply for bulk purchases or special promotions, subject to prior agreement.

2.3 Third-Party Courier Services

  • If the Client opts for their own courier, Masterpiece Systems Limited is not responsible for loss, delay, or damage once the package is handed over.
  1. Order Processing & Dispatch

3.1 Order Confirmation

  • Orders are processed only after full payment is confirmed, except for Cash on Delivery (COD) orders within Nairobi.
  • Clients will receive an order confirmation and estimated delivery timeline after payment verification.

3.2 Dispatch & Tracking

  • Once dispatched, the Client will receive a tracking number or delivery details via SMS, WhatsApp, or email.
  • Masterpiece Systems Limited may engage third-party logistics providers for faster delivery.

3.3 Delayed Deliveries

  • Delays caused by traffic, weather, supplier issues, or courier constraints do not entitle the Client to cancel the order or claim compensation.
  • Clients will be notified of any significant delays.
  1. Inspection & Acceptance of Goods

4.1 Client Responsibility

  • The Client must inspect all goods upon delivery and report any discrepancies, missing items, or damages within 2 business days.
  • Claims made after this period will not be honored.

4.2 Handling of Damaged or Incorrect Orders

  • If goods are damaged or do not match the order, the Client must return them within 7 business days in their original packaging.
  • If not returned in original condition, a restocking fee may apply as per the Consumer Protection Act.
  1. Risk & Ownership

5.1 Risk Transfer

  • Risk transfers to the Client upon delivery, meaning Masterpiece Systems Limited is not liable for loss or damage after the delivery is completed.
  • For third-party courier deliveries, the Client assumes full responsibility once the package is handed to the courier.

5.2 Ownership Transfer

  • Ownership of goods remains with Masterpiece Systems Limited until full payment is received.
  1. Goods Taken on Approval or Evaluation

6.1 Trial Period & Return Policy

  • Goods taken for approval, evaluation, or consignment must be returned within 7 working days.
  • If not returned within this period, the goods are considered sold, and the Client will be invoiced accordingly.

For shipping inquiries, 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

Contact Us