DELIVERY, RETURNS AND REFUNDS POLICY

This Policy explains how we deliver your order, how you can collect it from a branch, and what happens if something is wrong with your order.

Welcome

Mawella Liquor Store is operated by Francorp East Africa Limited. We want every order to reach you quickly, safely and exactly as ordered. This Policy forms part of our Terms and Conditions of Sale.

1. Delivery Areas and Times

Delivery times are estimates and may be longer during heavy traffic, bad weather or public holidays. Our rider will call you before arriving.

2. Receiving Your Order

• Someone aged 18 or older must receive the order and may be asked to show a valid ID.
• Please check the bottles, seals and quantities in front of the rider.
• If no adult is available, or ID cannot be shown, the order will be returned to the branch. A second delivery may be charged.

3. Collecting From a Branch

Choose “Collect from our branch” at checkout. Once your payment is confirmed, bring your order number and a valid ID to the branch. Branch details are listed below.

4. Returns

For health and safety reasons we cannot accept returns of opened bottles, or products that have been stored outside our control. We will always help if:

• a product arrives damaged, leaking or with a broken seal;
• you receive the wrong product or the wrong quantity;
• a product is faulty (for example, a corked wine).

Please tell us within 48 hours of delivery or collection, with your order number and a photo of the product.

5. Refunds

Once we have checked and approved your claim, we will replace the product or refund you, as agreed with you. Refunds are sent back by the method you paid with: to the same mobile money number, or to your bank account for bank transfers. If an order is cancelled before it is dispatched, the full amount paid is refunded.

6. Cancelling an Order

You can cancel an order free of charge at any time before it leaves the branch. Call or WhatsApp us with your order number. Once an order has been dispatched it cannot be cancelled, but the Returns section above still applies.

7. Our Branches

8. Contact Us

Hotlines are open every day from 9:00 AM to 10:00 PM (East Africa Time).

Related documents

Privacy Policy  ·  Terms and Conditions of Sale  ·  Authenticity Guarantee  ·  Delivery, Returns and Refunds Policy  ·  Customer Care and Hotlines