Contact Mocowrys promptly if a physical item arrives damaged, incorrect or materially different from its description. Include your order number and clear photographs where relevant. We will review the issue with the supplying vendor and confirm the available replacement, return or refund resolution under applicable Kenyan consumer law.
Physical products must be unused and returned with their original packaging unless received damaged or defective. Certain hygiene-sensitive, personalised or perishable products may not be returnable after opening.
Completed digital orders are generally not refundable after files or access instructions have been delivered. If content is defective, inaccessible or materially different from its description, contact us so we can correct the issue or provide an appropriate resolution.
Event-ticket refunds follow the listing conditions and the organiser's confirmed cancellation, postponement or transfer resolution. A change of personal plans does not automatically create a refund entitlement.
Sponsorship and promotional packages are reviewed according to work already completed, reserved placement and agreed deliverables. If a package cannot be fulfilled, we will confirm an appropriate replacement, credit or refund resolution.
Approved refunds are returned through an available supported method after the relevant goods or issue have been verified.