Return Policy

Thank you for your purchase from MBUNDU.COM. We hope you are happy with your purchase.

If your purchase arrived damaged or inoperable, you may return it to us for a full refund. 

Returns are easy

• All returns must be postmarked within sixty (60) days of the purchase date. 

• All returned items must be in new and unused condition, with all original tags and labels attached and in original packaging.

• Just follow our simple Returns Process.

Returns Process

To return an item, please email Customer Care at care@mbundu.com to obtain a Return Merchandise Authorisation (RMA) number. 

After receiving the RMA number, place the item securely in its original packaging along with the RMA form provided by Customer Care, and mail to the address provided. The RMA number must be clearly indicated on 3 sides of the box. If necessary, place everything in a secure / sturdy packing carton for shipping.

Please note:

• To control costs, we use electronic optical character recognition to scan all incoming packages. 

• You must print the RMA Number CLEARLY in BLOCK LETTERS on 3 sides of the package.

• We regret that we are unable to accept returns without an RMA.

Refunds

Upon return and inspection, your refund will be processed. 

Please allow at least fourteen (14) days from the receipt of your item for us to process the refund. 

Depending on your credit card company, refunds may take 1-2 billing cycles to appear on your credit card statement.

We will notify you by email when your return has been processed. 

Exceptions

The following items cannot be returned:

• Intimate wear
• Swim apparel
• Cosmetics
• Health supplements 
• Clearance merchandise
• Final sale items

For defective or damaged products, please notify the Customer Care team at care@MBUNDU.com to arrange a refund or exchange.

Please Note

• CLEARANCE or FINAL SALE items cannot be returned.
• All products must be returned in original packing and in saleable condition.
• Where applicable, you must include all parts and accessories.
• RMA form must be inside the shipping container.

Commonly Asked Questions

What should I do if I receive an incorrect item?

We have high standards when it comes to packing orders. Mistakes, however, do occur from time to time. Please accept our apologies if you have received an incorrect item. 

We review each case individually; in some cases, we may require further information such as pictures so we can choose the best course of action. 

We aim to provide the best solution for you as quickly as possible. 

What should I do if my item is damaged?

Although we take care to prevent damage to goods during transit, accidents happen. Please accept our apologies if you have received a damaged product.

Do not refuse delivery. Accept the delivery and contact Customer Care at care@MBUNDU.com immediately. Refusal may result in a delay of the parcel being returned.

For fastest service, log-in to your MBUNDU account and reach us through the online message centre. Please include any pictures of the damage. 

A member of our Customer Care Team will review the details and get back with you.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item. We take all complaints regarding product quality seriously and investigate the reported fault in detail. 

To do this, contact our Customer Care Team at care@mbundu.com. Provide details of the fault with pictures to explain the issue, and we will get back to you shortly.

How do I arrange a return?

Please contact the Customer Care Team to arrange your return. 

Be prepared to provide the following:

• Order number
• Item you want to return
• Reason for return 

Customer Care we will provide you with a unique Return Authorisation Number (RMA#) and the instructions for the return.

Include with the package you are returning the RMA form inside.

Make sure to obtain a proof of postage receipt or a tracking number when you ship your return.  Without proof of postage or a tracking number,  we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

If you request a replacement and the product is no longer available, you will be issued a refund.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is to the result of our error. For instance:

• If we sent you the wrong item
• If the item is damaged or faulty
• Where you are returning a substitute item which you do not want to keep

Costs of returning the item vary and will be communicated to you after the testing process is complete.

Complaints

We aim to please. 

If you are not satisfied with the return or replacement of any item, we want to hear about it. 

Our objective is to resolve all matters quickly for you. 

Please contact our Customer Care Team via email care@mbundu.com or by post to:

Phoenix Star Ltd.
Customer Care
11 Bermudian Road
Pembroke HM08
Bermuda

Questions

If you have any questions concerning our return policy, please contact Customer Care at care@mbundu.com.

 

Last updated 2020 October 19