Thank you for shopping with Melvin Marsh International Limited. We are committed to ensuring that your shopping experience is smooth and satisfactory. Please read the following policy carefully before making a purchase.

1. Returns

1.1 Eligibility for Returns

We accept returns within 30 days from the date of delivery. To be eligible for a return, the following conditions must be met:

• The item must be unused, unopened, and in its original packaging.
  
• Items must be in the same condition as when received.
  
• A proof of purchase (e.g., order confirmation or receipt) is required.
  
• We reserve the right to refuse returns that do not meet these conditions.
  
  

1.2 How to Initiate a Return

To start the return process, please contact us via:
Email: sales@melvinstea.com
Phone: +254 708 872 712

Please provide the following details in your request:

• Your order number
  
• A brief description of the issue
  
• Photos of the item (if applicable)
  
  

Our customer service team will guide you through the return process and provide return instructions.

1.3 Return Shipping Costs

Unless the return is due to an error on our part (e.g., incorrect, damaged, or defective product), the return shipping costs will be the responsibility of the customer. We recommend using a trackable shipping service to ensure the safe return of the item.

2. Refunds

2.1 Processing Your Refund

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved:

• Refunds will be issued to the original payment method.
  
• Processing time: 7–14 business days from approval.
  
  

2.2 Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or is incorrect, please notify us within 7 days of delivery. We will offer:

• A replacement item; or
  
• A full refund, including return shipping costs.
  
  

2.3 Items Not Received

If your order does not arrive within the expected delivery timeframe, please contact us. We will investigate and offer either:

• A replacement shipment; or
  
• A full refund.
  
  

2.4 Non-Refundable Items and Exceptions

Refunds will not be issued for:

• Returns requested more than 30 days after delivery.
  
• Items that have been opened, used, or are not in original condition.
  
• Products marked “non-returnable” on the product page.
  
• Gift cards or promotional items.
  
  

3. Shipping

3.1 Shipping Fees

Shipping costs are non-refundable, except in cases where the return is due to our error (e.g., wrong, damaged, or defective product).

3.2 International Orders

International customers are responsible for any customs duties, taxes, or import fees imposed by their country. Please be aware that delivery timelines may vary depending on location and customs processing. Melvin Marsh International is not responsible for any delays or additional fees.

3.3 Shipping Delays

We are not liable for delays caused by circumstances beyond our control, such as:

• Natural disasters
  
• Courier disruptions
  
• Customs holds or other customs-related issues.
  
  

4. Policy Updates

Melvin Marsh International Limited reserves the right to modify this policy at any time without prior notice. Please refer to the latest version of this policy on our website.

5. Contact Us

Customer Support:
Melvin Marsh International Limited
P.O. Box 40270-00100
Nairobi, Kenya

Email: info@melvinstea.com
Phone: +254 733 708 627 / +254 20 808 3045

By purchasing from our website, you acknowledge that you have read, understood, and agreed to this policy.