REFUND AND RETURNS POLICY
1. Introduction
1.1 This Refund and Returns Policy outlines the conditions under which Multiklean (Pvt) Ltd (“we,” “us,” or “our”) will accept returns and process refunds. This policy applies to purchases made through our website \[Your Website Name] (the “Website”) and any other sales channels, unless otherwise specified.
2. General Return Conditions
2.1 To be eligible for a return, the following conditions must be met:
- The product must be in its original condition, unused, and in its original packaging.
- The return must be initiated within 30 days of the purchase date.
- A valid proof of purchase (e.g., order confirmation, invoice) must be provided.
3. Damaged or Defective Products
3.1 If you receive a damaged or defective product, please contact us within 30 days of receipt. We will offer a \[Replacement/Refund/Repair] for the damaged or defective product.
3.2 We may require you to provide photographic evidence of the damage or defect.
4. Non-Returnable Items and Exceptions
4.1 The following items are not eligible for return, unless they are damaged or defective upon receipt:
- Perishable goods, customized or special order products, hygiene products where the seal has been broken
4.2 In certain situations, exceptions to our return policy may apply. These exceptions will be handled on a case-by-case basis and may include:
- Incorrectly shipped items: If you receive a product different from what you ordered, we will arrange for a return and replacement at our expense.
- Items missing parts or components: If your product is missing parts or components, please contact us within 30 days of receipt, and we will work to resolve the issue.
5. Return Process
5.1 To initiate a return, please follow these steps:
- Contact our customer service department at +263 242 756 627 to request a Return Authorization (RA) number. Returns without an RA number may not be accepted.
- Pack the product securely in its original packaging, including all accessories and documentation.
- Clearly mark the RA number on the outside of the package.
- Ship the product to the following address:
Multiklean (Pvt) Ltd
84 Kelvin Road South, Graniteside, Harare
5.2 Return Shipping Costs:
- You are responsible for return shipping costs, unless the return is due to our error (e.g., damaged, defective, or incorrectly shipped items).
- If you are returning a damaged or defective item, we will provide you with a prepaid return shipping label or reimburse you for reasonable return shipping expenses.
6. Refund Process
6.1 Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.
6.2 If your return is approved, we will process your refund within 30 business days. The refund will be credited to the original payment method.
6.3 Original shipping costs are non-refundable, unless the return is due to our error.
7. Exchanges
7.1 We may offer exchanges for damaged or defective products, or in cases where you received the wrong item. Exchanges are subject to product availability.
7.2 If you request an exchange, we will ship the replacement product to you after we receive and inspect the returned item.
7.3 You will be responsible for any price difference between the original item and the exchanged item, if applicable.
8. Warranty
8.1 Our products are covered by a warranty against defects in materials and workmanship for a period of 30 days. Please refer to our separate Warranty Policy for details.
9. Changes to This Policy
9.1 We reserve the right to modify this Refund and Returns Policy at any time. We will notify you of any changes by posting the new policy on this page.
10. Contact Us
10.1 If you have any questions about this Refund and Returns Policy, please contact us at:
Multiklean (Pvt) Ltd
84 Kelvin Road South, Graniteside, Harare
Phone: +263 242 756 627
Last Updated: May 09, 2025