Warranty & Returns

Warranty

As you will see from our excellent Trust Pilot reviews we take service seriously. Here is a breakdown of how we help if things don’t go to plan.

What happens if you have ordered online and your piece breaks within the 8-month warranty period?

• We ask for an email with clear photos and details of the issue. 
• We check the order date on Shopify and ensure the product has been cared for by asking for information of the circumstances. We check you have respected the Care instructions. We then give advice and support if you can solve the problem locally.
• Depending on the circumstances we might ask you to return post the item.
• If the product is faulty, we replace it and ask you to cover freight cost only. We will attempt to reduce freight costs with alternative transport solutions where possible. You do not need to return the faulty item to receive the replacement.

What happens if you receive an incorrect order

If, in the unlikely situation, your parcel arrives and does not match the order you placed, please take a photo of the order, and email us to let us know the issue. We double check the details and, if we are in the wrong, we replace the incorrect pieces free of charge. This process takes 5-12 working days.

Returns

Due to our remote location Returns are challenging and not cost efficient for you. However, you can follow the below process:

If you receive the item and decide you want to return it you must send it back and we must receive it within 30 days. Please send to this address by courier: Clera Njobvu, +260 777 415 520, operations@mulberrymongoose.com, Mulberry Mongoose Ltd, Kapani, Mfuwe, Eastern Province, PO BOX 100, Zambia. Please use a courier company as normal post can take over 3 months.

The delivery time is approximately 7-14 working days for it to reach us by courier. Only on safe receipt of the item within 30 days, and if the item is in perfect condition, do we refund it with a credit note. Shipping costs are non-refundable. If you receive a refund, the cost of original order shipping will be deducted. We are not liable for any customs costs.

Gift cards & Sale items are unfortunately non refundable.