Refund and Returns Policy for Mersons

Last Updated: July 26, 2025

At Mersons, we strive to ensure your satisfaction with every purchase. This Refund and Returns Policy outlines the conditions under which you may return products purchased from our website (www.mersons.co.ke) and the process for requesting refunds or exchanges. This policy applies to all products, including but not limited to smartphones (e.g., Samsung Galaxy A56 5G), tablets (e.g., Elimutab ET04 Pro), and other devices.

Contact Information:

• Address: December Building, opposite Khetias Supermarket, next to Spoonzoom Hotel, Thika Town, Kenya
• Phone: +254 720 680100 (available 24/7)
• Email: info@mersons.co.ke

1. Eligibility for Returns

You may return a product under the following conditions:

1.1 Defective or Damaged Products

• If a product (e.g., Itel P65 4G or Redmi Pad SE 8.7 4G) is delivered defective, damaged, or not functioning as described, you may return it within 7 days of delivery.
• The defect or damage must not be due to misuse, mishandling, or unauthorized modifications.

1.2 Incorrect or Not as Described

• If you receive a product that is different from what was ordered (e.g., receiving an Itel A06 instead of an Itel A18) or does not match the description on our website, you may return it within 2 days of delivery.

2. Conditions for Returns

To be eligible for a return, the product must:

• Be in its original condition, unused, and undamaged (except for defective/damaged products).
• Include all original packaging, accessories, manuals, and any promotional items included with the purchase (e.g., free accessories with the Samsung Galaxy Z Flip 6).
• Be accompanied by proof of purchase (e.g., order confirmation email or receipt).

Returns that do not meet these conditions may be rejected or subject to a restocking fee.

3. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Notify us within 7 days of delivery by:
   • Email: info@mersons.co.ke
   • Phone: +254 720 680100
   • Provide your order number, product details, and reason for the return.
2. Receive Return Instructions: We will provide you with a return authorization and instructions for returning the product to our address in Thika Town.
3. Return Shipping:
   • For defective, damaged, or incorrect products, Mersons will cover the return shipping costs.
   • For change-of-mind returns, you are responsible for return shipping costs unless otherwise agreed.
4. Inspection: Once we receive the returned product, we will inspect it to ensure it meets the eligibility criteria.
5. Resolution: We will notify you of the approval or rejection of your return within 5 business days of receiving the product.

4. Refunds

4.1 Refund Eligibility

• Refunds will be issued for approved returns of defective, damaged, or incorrect products.
• For change-of-mind returns, refunds are subject to our discretion and may incur a restocking fee.

4.2 Refund Process

• Refunds will be processed within 14 days of receiving and approving the returned product.
• Refunds will be issued to the original payment method used for the purchase.
• Shipping costs (if any) are non-refundable unless the return is due to our error.

4.3 Refund Amount

• For products purchased at a discounted price (e.g., Samsung Galaxy A05 reduced from KSh 11,500.00 to KSh 10,500.00), the refund will be based on the amount paid, not the original price.
• If a promotional item was included with your purchase, it must be returned, or its value may be deducted from the refund.

5. Exchanges

• If you received a defective or incorrect product, you may request an exchange instead of a refund, subject to availability.
• Exchanges are processed similarly to returns, and we will ship the replacement product at no additional cost.
• If the desired replacement (e.g., a different variant of the Samsung Galaxy A16 4G) is not available, we will issue a refund or offer an alternative product.

6. Non-Returnable Items

The following items are non-returnable unless defective or incorrect:

• Products marked as final sale or clearance.
• Products that have been used, damaged, or altered by the customer.
• Products without original packaging or proof of purchase.

7. Manufacturer Warranties

• Many products, such as the Samsung Galaxy S24 FE 5G, come with a manufacturer’s warranty. Warranty details are provided with the product at the time of purchase.
• For warranty claims, contact us to facilitate the process, or reach out directly to the manufacturer as specified in the warranty documentation.
• This policy does not affect your statutory rights under applicable Kenyan consumer protection laws.

8. Cancellations

• You may cancel an order before it is dispatched by contacting us at info@mersons.co.ke or +254 720 680100.
• If the order has already been dispatched, it is subject to our return policy.
• Refunds for canceled orders will be processed within 14 days to the original payment method.

9. Contact Us

If you have any questions or need assistance with returns, refunds, or cancellations, please contact us:

• Email: info@mersons.co.ke
• Phone: +254 720 680100 (available 24/7)
• Address: December Building, opposite Khetias Supermarket, next to Spoonzoom Hotel, Thika Town, Kenya

10. Changes to This Policy

We may update this Refund and Returns Policy to reflect changes in our practices or legal requirements. We will notify you of significant changes by posting the updated policy on our website with a revised “Last Updated” date. Please review this policy periodically.

Thank you for choosing Mersons. We are committed to ensuring a fair and transparent returns process to enhance your shopping experience.