Return policy
Damaged, expired or incorrect item? Here is how we put it right.
Our standard return procedure
We take pride in the quality of goods we supply to our partners. However, if you receive a damaged, expired or incorrect item, please follow our standard return procedure.
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48-hour window
Returns must be initiated within 48 hours of delivery. Beyond this window, we may be unable to verify the claim with our suppliers.
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Original condition
Items must be in their original packaging, unopened and unused. Labels and seals must remain intact.
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Perishables & fresh goods
Fresh or perishable goods must be inspected at the point of delivery. Returns for these specific items are only accepted at the moment of offloading.
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Refunds & credits
Once a return is approved, refunds are processed to your original payment method or credited to your Mahitaji account within 5–7 business days.
Three simple steps
Document the issue
Take clear photos of the item, its packaging and the delivery note within 48 hours of receiving your order.
Contact claims
Email claims@mahitaji.co.ke or call us with your order number, the affected items and your photos. We acknowledge every claim within one business day.
Collection & resolution
Our driver collects the goods on the next scheduled route. Once approved, we replace the item or issue a refund or account credit.
Contact our claims department immediately at claims@mahitaji.co.ke or call +254 750 530 130. You can also WhatsApp us your photos directly.