Refund and Returns Policy

Last Updated: July 2026

At Mizizi Learning Hub, we want our families and community members to have a positive shopping experience when purchasing official Mizizi merchandise. This Refund & Returns Policy explains our guidelines for returns, exchanges, refunds, and order-related concerns.

By placing an order through the Mizizi Shop, you agree to the terms outlined below.

1. Returns Eligibility

We accept returns or exchanges for eligible items where:

• The item received is damaged, defective, or incorrect
• The wrong item was delivered
• The product differs significantly from the description provided

To be eligible for a return:

• The item must be unused and in its original condition
• The item must be returned with its original packaging where applicable
• A return request must be submitted within 7 days of receiving the order

Items that show signs of use, damage caused after delivery, or alterations may not qualify for a return.

2. Non-Returnable Items

Certain items may not be eligible for return or exchange, including:

• Items that have been used, washed, or damaged after delivery
• Personalised or customised merchandise
• Items purchased as part of a special promotion or clearance sale (unless defective)
• Gift cards or digital products, where applicable

3. Requesting a Return or Exchange

To request a return or exchange, please contact us with:

• Your name
• Order number
• Contact details
• Description of the issue
• Photos of the item (where applicable)

Our team will review your request and provide guidance on the next steps.

Mizizi Learning Hub
Email: admin@mizizilearning.com
Phone: +254 (0)791 088 084

4. Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, please notify us as soon as possible.

We may request photographs or additional information to help us assess the issue and provide an appropriate resolution.

Depending on the situation, we may offer:

• A replacement item
• An exchange
• A refund

5. Refund Process

Once your return has been approved and the item has been received and inspected, we will process your refund where applicable.

Refunds will:

• Be issued using the original payment method where possible
• Be processed within a reasonable timeframe after approval
• Exclude delivery charges unless the return is due to an error by Mizizi Learning Hub or a defective product

Processing times may vary depending on the payment provider or financial institution.

6. Exchanges

If you receive a damaged, defective, or incorrect item, we may offer an exchange subject to product availability.

If the replacement item is unavailable, we may provide an alternative solution, including a refund.

7. Delivery and Return Costs

For approved returns caused by an error on our part or a defective product, Mizizi Learning Hub may cover reasonable return costs.

For other return requests, the customer may be responsible for return delivery charges.

8. Order Cancellation

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been prepared for delivery or dispatched, cancellation may no longer be possible. In such cases, the return process outlined above will apply.

9. Product Availability

All merchandise orders are subject to availability.

If an item becomes unavailable after purchase, Mizizi Learning Hub will contact the customer and provide an appropriate solution, which may include:

• Offering an alternative product
• Providing store credit
• Issuing a refund

10. Policy Updates

Mizizi Learning Hub reserves the right to update this Refund & Returns Policy at any time.

Any changes will be published on this page with the revised date.

11. Contact Us

If you have questions regarding refunds, returns, exchanges, or your order, please contact us:

Mizizi Learning Hub
Email: admin@mizizilearning.com
Phone: +254 (0)791 088 084
Location: Nairobi, Kenya