At Mara Book Centre Limited, we want you to receive the correct products in good condition. This policy explains when an item may be returned or exchanged.

1. Eligibility for Returns
A return or exchange may be accepted when:

• The wrong item was delivered.
• The item arrived damaged or defective.
• The item is materially different from the product description.
• The item is unused and returned within 7 days of delivery, subject to approval.

Books must be returned in their original condition, without writing, highlighting, folding, torn pages, stains or other damage.

2. Items That Cannot Be Returned
The following items may not be eligible for return or exchange:

• Books that have been written in, highlighted or damaged after delivery
• Items with missing pages, covers or accessories
• Opened or used workbooks
• Used revision books, answer books or examination materials
• Personalised or specially ordered items
• Digital products, e-books or downloadable materials
• Gift cards, where applicable
• Clearance or final-sale items, unless they arrived damaged or incorrect

3. How to Request a Return
Contact us within 24–48 hours for damaged or incorrect items, or within 7 days for eligible change-of-mind returns.

Please provide:

• Order number
• Customer name and contact details
• Name of the item
• Reason for the return
• Clear photographs, where applicable
• Proof of purchase

Requests can be sent through:

• Email: online.orders@marabookcentre.com
• Telephone: +254100163317
• WhatsApp: +254100163317

Do not send an item back before receiving return instructions from our team.

4. Inspection and Approval
Returned items will be inspected after receipt. Approval depends on:

• The condition of the item
• The reason for the return
• Whether the request was made within the applicable period
• Availability of proof of purchase

We reserve the right to decline a return that does not meet the conditions in this policy.

5. Exchanges
Where an exchange is approved:

• We will replace the item with the correct or agreed alternative.
• Exchanges depend on stock availability.
• If the replacement item costs more, the price difference must be paid before dispatch.
• If the replacement costs less, the difference may be refunded or applied as agreed.
• If the requested replacement is unavailable, we may offer a refund, credit or alternative item.

6. Refunds
Where a refund is approved, it will be processed using the original payment method where possible.

Refunds may take 3–10 business days to reflect, depending on the payment provider or bank.

Delivery fees may be refundable when:

• The wrong item was sent.
• The item arrived damaged.
• The item was defective or materially misdescribed.

For approved change-of-mind returns, the original delivery fee and return delivery cost may not be refundable.

7. Return Delivery Costs
Mara Book Centre Limited will cover reasonable return delivery costs when the return is caused by:

• A wrong item being delivered
• Damage before delivery
• A confirmed product defect

For change-of-mind returns, the customer may be responsible for return delivery costs.

8. Damaged Deliveries
Please inspect your parcel when it arrives. If the package is visibly damaged:

• Notify the delivery agent immediately, where possible.
• Take photographs before opening or while unpacking.
• Contact us as soon as possible.

This helps us investigate the issue with the delivery provider.

9. Order Cancellation
An order may be cancelled before dispatch by contacting us immediately.

Once an order has been dispatched, it may be treated as a return and will be subject to this policy.

10. Special and Bulk Orders
Specially sourced, imported or bulk orders may have different return conditions. These conditions will be communicated before the order is confirmed.