Return Policy

At Mwewe Cleaning and Fumigation Services Ltd, we are committed to supplying quality hygiene, washroom, and facility products for cleaner, safer spaces. We value customer satisfaction and aim to handle all return requests fairly, while also protecting hygiene, safety, and product integrity standards. Our products are supplied for homes, offices, schools, hospitals, estates, and other commercial facilities, and many fall under hygiene-sensitive categories.

1. Eligibility for Returns

We accept returns only in the following circumstances:

the item delivered is incorrect;
the item was damaged at the time of delivery;
the item has a manufacturing defect; or
the item is unused, unopened, and in its original packaging.

To qualify for a return, the customer must notify us within 48 hours of delivery.

2. Non-Returnable Items

For hygiene, health, and safety reasons, the following items are not eligible for return once delivered and/or opened:

used products;
opened consumables or refill products;
sanitary, washroom, and toilet hygiene items once opened;
customized, special-order, or bulk-sourced items;
products damaged due to misuse, mishandling, poor storage, or improper installation after delivery.

Because Mwewe supplies hygiene and facility essentials such as sanitary bins and liners, dispensers, refills, urinal products, and related washroom items, opened or used hygiene-related items cannot be accepted for return.

3. Condition of Returned Items

Any item approved for return must be returned:

unused;
in its original packaging;
in resalable condition; and
with proof of purchase, receipt, or order confirmation.

Mwewe Cleaning and Fumigation Services Ltd reserves the right to inspect all returned items before approving a replacement, exchange, store credit, or refund.

4. Damaged, Defective, or Incorrect Orders

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery and provide:

your order number or proof of purchase;
the product name;
a brief description of the issue; and
clear photos showing the problem, where applicable.

Once the issue has been reviewed and verified, we will determine the most appropriate solution, which may include:

replacement of the item;
exchange with the correct product; or
refund, where applicable.

5. Refunds

Refunds are issued only where:

the return meets the conditions set out in this policy; and
Mwewe confirms, after review, that a replacement or exchange is not possible or practical.

Approved refunds will be processed through the original payment method or another mutually agreed method within a reasonable period after inspection and approval.

6. Exchanges

Where stock is available, Mwewe may offer an exchange instead of a refund for:

damaged items;
defective items; or
incorrect items supplied.

Exchanges are subject to product availability at the time the request is processed.

7. Delivery Charges

Delivery charges are generally non-refundable. However, where the return is due to an error on our part, including supply of the wrong item or confirmation of a defective product, we may waive or refund the relevant delivery charges.

Where a customer requests a return for reasons outside Mwewe’s responsibility, return transport or collection costs may be borne by the customer.

8. Bulk, Corporate, and Recurring Supply Orders

For bulk purchases, recurring supply arrangements, and orders made for offices, schools, hospitals, estates, and commercial facilities, return terms may also be governed by the quotation, invoice terms, contract, or service agreement issued for that transaction. Mwewe supports recurring supply needs and after-sales support for facility clients, and such orders may therefore be handled under specific agreed commercial terms.

9. How to Request a Return

To request a return, please contact us within 48 hours of delivery and provide your order details, the reason for return, and supporting photos where necessary. Returns sent back without prior communication and approval may not be accepted.

10. Support Contact

For return requests, product issues, order support, or any clarification regarding this policy, please contact:

Mwewe Cleaning and Fumigation Services Ltd
Address: Muhuri Road Off Waiyaki Way
Phone: +254 716 545488 / +254 785 466155
Email: info@mwewe.co.ke

11. Policy Updates

Mwewe Cleaning and Fumigation Services Ltd reserves the right to amend, revise, or update this Return Policy at any time. Any changes will apply to orders placed after the updated version is published on the website.