Category-specific returns, refunds, and dispute resolution

Effective Date: 2 April 2025

Last Updated: 2 April 2025

Prepared by: Legal Compliance Team, Manabu Quest International Limited

1. Introduction and Legal Framework

This Return and Refund Policy (“Policy”) governs all returns, exchanges, and refunds for products purchased from Manabu Quest International Limited through www.manabuquest.com or Offline . This Policy is established in accordance with the Consumer Protection Act, 2012 of Kenya, which guarantees consumers the right to return goods that are defective, not fit for purpose, or not as described.

We are committed to ensuring customer satisfaction while maintaining commercially sustainable and legally compliant return practices. All return requests are subject to the terms set out in this Policy.

This Policy applies to all product categories sold on the Platform. Different return windows apply by category as detailed below. Please retain your original receipt or order confirmation — it is required for all return requests.

2. Return Windows by Product Category

3. General Return Conditions

All returns, regardless of category, are subject to the following general conditions:

• The original receipt or order confirmation number must be presented with all return requests;
• Products must be returned in their original condition, with all accessories, manuals, and packaging;
• Products showing signs of use beyond initial inspection, physical damage by the customer, or tampering are not eligible for return;
• Returns must be initiated by contacting our customer support team before sending any item back;
• Manabu Quest reserves the right to reject any return that does not comply with this Policy.

4. Damaged on Arrival and Wrong Item Claims

4.1 Notification Requirement

All claims for goods damaged on arrival or incorrectly delivered must be raised within twenty four (24) hours of receipt. Failure to notify us within this window will be deemed acceptance of the goods as delivered.

4.2 Evidence Requirements

To process a damaged/wrong item claim, you must provide:

• Clear photographic evidence of the damage or incorrect item, taken at the time of unboxing;
• Your original receipt or order confirmation number;
• A description of the issue submitted to sales@manabuquest.com or through the Platform’s returns portal.

4.3 Resolution

Upon verification of a valid claim, Manabu Quest will offer, at our discretion: (a) replacement of the damaged or incorrect item at no additional cost; (b) a store credit; or (c) a full refund to your original payment method excluding other associated Charges .

5. Toy Safety Defect Claims

In recognition of our obligations under the Consumer Protection Act, 2012, and given that our toys are sourced from international suppliers, Manabu Quest accepts safety defect claims for physical toys beyond the standard 24-hour return window where:

• A genuine safety defect is identified that was not apparent upon delivery;
• The defect renders the toy unsafe for its intended use;
• The claim is supported by evidence of the defect.

Such claims will be assessed on a case-by-case basis. Manabu Quest will coordinate with the relevant supplier where applicable and provide a resolution within fourteen (14) business days of receiving the claim.

6. Non-Returnable Items

The following items are not eligible for return or refund, except where required by the Consumer Protection Act, 2012:

• Items that have been used, washed, or altered from their original condition;
• Items without original packaging where packaging is integral to the product;
• Personalised or custom-made items;
• Consumable items that have been opened;
• Items purchased on final sale or marked as non-returnable at the time of purchase.

7. Refund Process

7.1 Refund Method

Approved refunds will be processed to your original payment method:

• M-Pesa refunds: processed within three (3) to five (5) business days;
• Bank transfer / EFT refunds: processed within five (5) to seven (7) business days;
• Card refunds (Visa/Mastercard): processed within five (5) to ten (10) business days, subject to your card issuer’s processing times.

7.2 Refund Confirmation

You will receive an email or SMS notification once your refund has been initiated. If you do not receive your refund within the stated timeframe, please contact us at support@manabuquest.com with your order reference number.

8. Return Delivery Costs

Where a return is due to a defect, damage on arrival, or wrong item, Manabu Quest will bear the cost of return delivery. For all other returns within the applicable return window, the customer is responsible for return delivery costs unless otherwise agreed.

9. Dispute Resolution

In the event of a dispute regarding a return or refund, the following tiered resolution process applies:

• Step 1 — Internal Resolution: Contact our customer support team at sales@manabuquest.com. We commit to responding within forty-eight (48) hours and resolving within fourteen (14) business days;
• Step 2 — Mediation: If unresolved, disputes will be submitted to mediation under the Nairobi Centre for International Arbitration (NCIA);
• Step 3 — Litigation: If mediation fails, disputes will be subject to the exclusive jurisdiction of the Kenyan courts, seated in Nairobi.

You also retain the right to lodge a complaint with the Competition Authority of Kenya under the Consumer Protection Act, 2012.

10. Contact Us

To initiate a return or for any queries about this Policy, please contact: