Malong Wines Ltd — Refund & Returns Policy
Effective: 19/09/2025
Contact: contact@malongwines.com | +254 724 015277
1. Policy summary (short version)
All sales are final. Malong Wines does not provide refunds or accept returns for change of mind, taste preference, or opened products. We will only offer an exchange or store credit when an item is proven to be defective at the time of delivery and reported following our procedure below.
2. Scope
This policy applies to all purchases made through www.malongwines.com, phone orders, corporate orders, pre-orders, allocations and in-person transactions arranged by Malong Wines Ltd. By placing an order you acknowledge and accept this Returns & Refund Policy.
3. “Defective at delivery” — what qualifies
An item is considered defective at delivery when it meets at least one of the following at the point of receipt:
Bottle is broken, leaking or physically damaged in transit.
The seal or capsule is broken and the bottle appears tampered with.
Product is clearly not as described (wrong vintage, wrong SKU) and documented on delivery.
Product shows signs of contamination, off-odour or spoilage consistent with a manufacturing or shipping fault (not normal bottle variation).
Normal stylistic differences, subjective taste preferences, or aging characteristics do not qualify as defects.
4. Inspect on delivery — customer responsibility
Please inspect your order immediately upon delivery. For alcohol deliveries we will ask for proof of age and the recipient’s signature. If you suspect damage or a defect, refuse the package or note the issue on the delivery docket and notify us immediately.
5. How to report a defective item
To initiate an exchange for a defective item, contact Malong Wines within 48 hours of delivery using one of the following:
Email: contact@malongwines.com (Subject: Defective Item — Order #XXXXX)
Include: order number, product name/SKU, delivery date, brief description of the issue, and clear photos (at least 2) showing the damage or defect and packaging.Phone/WhatsApp: +254 724 015277 (follow up by email with photos).
Late notifications (after 48 hours) may be declined except where proof of delayed discovery is provided and accepted at our discretion.
6. Collection / return of defective goods
If we confirm the item appears defective, we will advise the return method. Options include:
We may arrange collection at no additional cost (where logistically feasible).
You may be asked to retain the product for inspection until we advise next steps.
For small/local orders we may request that you bring the unopened product to our Gigiri office or Mombasa Road warehouse for inspection.
Products must be returned unopened in their original packaging wherever possible, unless collection is arranged by us. Opened bottles are generally not accepted for return except in exceptional circumstances where the defect can be clearly demonstrated and agreed.
7. Inspection & resolution process
After you report a defect and provide requested evidence:
We will acknowledge receipt of your claim within 48 hours.
We will review photos and, if necessary, inspect the physical product.
If the defect is confirmed as present at delivery, we will offer, at our discretion:
Replacement of the same product (subject to stock availability), or
Store credit for the purchase amount (valid for 12 months) to be used on future purchases, or
A mutually agreed equivalent exchange.
We do not issue cash refunds. If a replacement or equivalent product is not available, store credit will be provided.
We aim to resolve valid defective-item claims promptly. Resolution timelines may vary with logistics and inspection needs.
8. Shipping costs for exchanges / returns
If the defect is confirmed to be our fault, Malong Wines will cover reasonable return or redelivery shipping costs within Nairobi (or arrange collection).
If the returned item is found not to be defective or the claim is invalid, the customer may be responsible for return shipping and any associated costs.
9. Pre-orders, allocations & corporate purchases
Pre-orders and allocation purchases are subject to the same “all sales final” rule. Exchanges for defects will be handled per this policy. Corporate and consignment arrangements are handled under separate terms and are subject to contract; consult your account manager or contact@malongwines.com for exceptions.
10. Opened bottles & tasting/sample items
For health and safety reasons we cannot accept returns of opened bottles except where a defect that existed at delivery is clearly demonstrated and accepted under this policy.
11. Cancellation & changes
Orders may only be cancelled or modified prior to fulfilment and at our discretion. Once an order is processed or dispatched it is final and non-refundable. Contact contact@malongwines.com immediately if you need to request a change; we will try to assist whenever possible.
12. Fraud, misuse & disputes
Any suspected fraud, tampering or misuse will be investigated. Malong Wines reserves the right to refuse exchanges where evidence suggests fraudulent or abusive claims. Disputes unresolved by our customer service may be escalated in writing to contact@malongwines.com for formal review.
13. Consumer rights & legal exceptions
This policy does not affect your statutory rights under Kenyan consumer protection laws. If local law requires a refund in certain circumstances, Malong Wines will comply to the extent required.
14. Contact & further assistance
For all returns and defective-item reports:
Email: contact@malongwines.com
Phone / WhatsApp: +254 724 015277
Please include your order number, photos, contact details and a concise description of the issue to help us serve you faster.
15. Policy changes
We may update this policy from time to time. The effective date at the top will be revised. Continued use of our services after changes indicates acceptance of the updated policy.