QUESTIONS & ANSWERS
Frequently Asked Questions
Payments
We accept a variety of payment methods including:
- Pay on Delivery: Payment via E-MaganattiPay on delivery by card or mobile money (Mpesa, Airtel Money) instead of cash.
- E-MaganattiPay: Payment through Mpesa, Airtel Money, Mastercard, or Visa cards.
- Vouchers: Pay using a voucher code when placing your order.
- BNPL: Pay for your orders over time in installments.
If your payment is declined, you can check the following to resolve the issue:
- For M-Pesa:
- Check if you have sufficient funds.
- Ensure your phone number is not linked to another account on E-Maganatti.
- Ensure you have entered the correct PIN.
- For Card:
- Check the spelling and billing information you entered for accuracy.
- Ensure that your credit card has sufficient funds or that your bank account has enough balance.
- Check if there are any restrictions on your card, such as a daily spending limit.
- Make sure your card has not expired.
If you've checked the above and your payment is still declined, you can contact E-Maganatti customer service for assistance through Live Chat or by calling E-Maganatti customer service at +254716792928 or +254792852100. It is recommended to keep the details of the error message that appears during the declined transaction to provide to E-Maganatti customer service for a faster resolution.
If you have been charged twice for the same order, contact E-Maganatti customer service for assistance through Live Chat or by calling E-Maganatti customer service at +254716792928 or +254792852100. Please provide the following information:
- Your name and email address used to place the order.
- Order number and date of purchase.
- Details of the double charge (amount, date, and transaction number).
To check if your payment has been processed successfully:
- Go to the "ORDERS" section in your account dashboard.
- Find the order in question and check its status. If the payment has been processed successfully, the order status should be "Confirmed."
You will also receive a confirmation email from E-Maganatti after a successful payment. If you do not receive a confirmation email or have any concerns about your payment, contact E-Maganatti customer service through Live Chat or by calling +254716792928 or +254792852100. E-Maganatti customer service will assist you in resolving the issue and arranging a refund if applicable.
Most payments on E-Maganatti are processed immediately when completed. However, specific processing times may vary depending on the payment method. To ensure that your payment is processed quickly, double-check all the information before completing checkout. If you experience an issue with your payment, contact E-Maganatti's customer service team for assistance by calling +254716792928 or +254792852100.
If the order hasn't been shipped yet, you can cancel and get a refund.
Privacy Policy
E-Maganatti Privacy Notice
Information You Provide to Us
- Contact details
- Demographic information
- Online registration information
- Payment information
- Information from online questionnaires
- Competition entries/submissions
- Marketing preferences
Information We Automatically Collect/Generate or Obtain from Third Parties
- Name and age
- Device information
- Unique identifiers associated with your device
- Details of web pages visited
- Product views and purchases
- Social media information
- Registering you as a new customer
- Processing and delivering orders
- Managing your relationship with us
- Participating in promotions and surveys
- Improving our website and services
- Recommending products
- Enabling access to partner products
- Compliance with legal obligations
- Fraud detection
- Consent
- Legitimate business interests
- Performance of a contract
- Compliance with law
- Sale of products and services
- Working with third-party service providers
- Business transfers
- Detecting fraud and abuse
- The right to access and correct your data
- The right to request deletion of your data
- The right to object to processing
- The right to data portability
Terms of Services
Welcome to e.maganatti.com. These Terms of Service outline the rules and regulations for the use of e.maganatti.com's Website, located at e.maganatti.com.
By accessing this website we assume you accept these terms and conditions. Do not continue to use e.maganatti.com if you do not agree to take all of the terms and conditions stated on this page.
The Service and its original content, features, and functionality are and will remain the exclusive property of e.maganatti.com and its licensors.
You agree to use the Service only for lawful purposes and in accordance with these Terms of Service.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy of third-party materials.
If you send certain specific submissions or comments to us, you grant us the right to use those comments in any medium without restriction.
Your submission of personal information through the store is governed by our Privacy Policy.
We reserve the right to correct any errors or inaccuracies in the Service and update information without prior notice.
You are prohibited from using the site or its content for any unlawful or prohibited purposes as outlined in these Terms of Service.
We do not guarantee that your use of our service will be uninterrupted or error-free.
You agree to indemnify and hold harmless e.maganatti.com from any claims arising out of your breach of these Terms of Service.
If any provision of these Terms is found to be unenforceable, the remaining provisions will still apply.
We may terminate your access to our Service if you violate these Terms of Service.
These Terms of Service constitute the entire agreement between you and us and govern your use of the Service.
These Terms of Service shall be governed by the laws of e.maganatti.com.
We may update these Terms of Service from time to time. Your continued use of our Service constitutes acceptance of those changes.
Questions about the Terms of Service should be sent to us at support@emaganatti.com.
Store Credits
1.1. E-Maganatti store credit is issued by or on behalf of the E-Maganatti company issuing the store credit, as listed in Appendix 1 (“E-Maganatti” or “we”) to customers of its online marketplace (“you”).
1.2. By using E-Maganatti store credit you agree to comply with these E-Maganatti store credit Terms and Conditions and the General Terms and Conditions of Use of the E-Maganatti Marketplace which apply to all purchases on the E-Maganatti marketplace.
2.1. E-Maganatti store credit refers to credit held on your behalf in your account and may be:
- 2.1.1. Refund credit, which is store credit representing a refund for purchases made on the E-Maganatti marketplace, and which remains available for use indefinitely thereafter, unless or until it is depleted or withdrawn;
- 2.1.2. Reward credit, which is store credit issued as (a) a top-up to the account or as a cashback in respect of specified purchases, as part of a promotion or special discount event, and subject to the further terms and conditions of the relevant promotion, or (b) an E-Maganatti gift card which is available for purchase in selected countries where an E-Maganatti marketplace operates and may be subject to additional terms and conditions.
2.2. E-Maganatti store credit can be used to pay for products and services on the E-Maganatti marketplace. When you use E-Maganatti store credit to pay for products or services on the E-Maganatti marketplace:
- 2.2.1. Any applicable promotional offers apply to the item price to reduce the item price before the E-Maganatti store credit balance is applied;
- 2.2.2. The applicable purchase price, tax, and delivery charges, as applicable, are deducted from the E-Maganatti store credit balance;
- 2.2.3. If a purchase exceeds the value of the store credit, you can pay the remaining amount with other payment methods available on the E-Maganatti marketplace;
- 2.2.4. Any unused store credit balance will be available for future purchases, subject to the expiration period applicable for E-Maganatti store credit rewards.
2.3. In the event that you receive a refund in respect of products or digital services purchased using E-Maganatti store credit, E-Maganatti shall apply the refund to your E-Maganatti account and the credit will retain its character as either refund credit or reward credit.
3.1. E-Maganatti store credit may be redeemed within the E-Maganatti marketplace only.
3.2. Other than as set out in these terms and conditions, E-Maganatti store credit may not be:
- 3.2.1. Used for payment for goods or services outside of the E-Maganatti marketplace;
- 3.2.2. Redeemed for more than face value;
- 3.2.3. Transferred to another account or person; or
- 3.2.4. Sold or exchanged for cash or for any other prepaid payment instrument.
4.1. E-Maganatti store credit rewards are further subject to the terms and conditions of the promotional activity pursuant to which they were issued, and may only be redeemed:
- 4.1.1. Towards the purchase of eligible goods and services on the E-Maganatti marketplace, which remain subject to change in E-Maganatti’s sole discretion, from time to time;
- 4.1.2. Within the period of time specified in the terms and conditions of the promotion or, if no period is specified, cashbacks shall expire within three (3) months of the end of the promotion, and top-ups shall expire within seven (7) days of the end of the promotion, without further notice to you.
4.2. E-Maganatti reserves the right to cancel or withdraw E-Maganatti store credit rewards for any reason in its discretion, including if we suspect fraud or foul play.
5.1. You can request to receive a cash refund in lieu of E-Maganatti refund credit by contacting us as provided in Appendix 1 or, if the service is available on the relevant E-Maganatti website, by following the instructions in your E-Maganatti account app or webpage to withdraw your refund credit. To protect E-Maganatti and our customers, we may limit or delay withdrawals in certain situations or ask you for additional information to confirm your identity before processing a withdrawal, including if we need to confirm that you have authorized the withdrawal.
5.2. E-Maganatti reward credit is not withdrawable.
6.1. If you suspect that an unauthorized transaction has occurred in your account, you should notify E-Maganatti immediately. We may place your E-Maganatti store credit balance on hold to protect against unauthorized transactions.
- 6.2. E-Maganatti may assist in the recovery of lost or stolen store credit under certain circumstances, but we are not obligated to do so.
- 6.3. You are responsible for maintaining the confidentiality of your account information, including your password. E-Maganatti will not be liable for any loss or damage arising from your failure to secure your account information or fail to take adequate steps to protect such information.
7.1. It is strictly prohibited to resell, purchase, trade, or attempt to resell, purchase, or trade any E-Maganatti store credit (whether refund credit or reward credit) for any reason whatsoever.
8.1. E-Maganatti may, at its discretion, impose limits on the amount of store credit you can receive, hold, or use, including by imposing limits on your ability to receive reward credit.
8.2. We may suspend or cancel your E-Maganatti account in accordance with the General Terms and Conditions of Use of the E-Maganatti Marketplace. If we suspend your E-Maganatti account, you will not be able to access or use E-Maganatti store credit during the period of suspension.
8.3. E-Maganatti may modify these Terms and Conditions at any time by posting the revised version on the E-Maganatti website. The revised version will take effect at the time it is posted on the website.
9.1. These Terms and Conditions are governed by the laws of the country or territory in which the E-Maganatti company that issued your store credit is based. You agree to submit to the exclusive jurisdiction of the courts of that country or territory in the event of any dispute.
10.1. These Terms and Conditions, together with the General Terms and Conditions of Use of the E-Maganatti Marketplace and any other policies or terms that we post on our website or notify you of, constitute the entire agreement between you and E-Maganatti with respect to the subject matter hereof and supersede any prior agreements or understandings between you and E-Maganatti relating to the same.
10.2. If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, the remaining provisions will continue to be valid and enforceable to the fullest extent permitted by law.
Returns & Refunds
How do I initiate a return on E-Maganatti?
- Log in to your E-Maganatti account and go to "Orders".
- Click on the order of the item(s) you want to return.
- Select the item(s) you want to return and provide a reason for the return. Give more details to help us understand the issue.
- Choose your preferred refund method.
- Select whether you would like to personally drop off the returned item or have E-Maganatti pick it up.
- Review your information and submit your return request.
If you receive a damaged or defective item, you can initiate a return by going to “Orders” in your E-Maganatti account and creating a return immediately or within 24 hours. E-Maganatti will process a refund for the item once returned and the claim is confirmed.
E-Maganatti accepts returns for most items within 10 days after delivery. To be eligible for a return, the product must be in its original condition and packaging, with all accessories and tags still intact.
It's important to note that some categories, such as those related to personal hygiene, may not be eligible for return.
Our delivery representative will reach out to you within 1-2 business days to schedule a door pick-up. If you are using a pick-up station, please ensure that you drop off the returned package within 3 working days at the designated pick-up station.
It typically takes 6 business days to process a return on E-Maganatti.
Refunds will be credited to your original payment method, depending on the payment method used at the time of purchase.
Your return request was declined by the E-Maganatti Quality Check Team because the eligibility conditions for return were not met, or the return claim could not be confirmed after thorough testing. This may have occurred if you returned the item without its original packaging or if an unsealed product (such as a phone or laptop) was returned but found to be functional. If you choose not to accept the returned item, it will be held in E-Maganatti's warehouse for 30 days. After this time, if the item is not claimed, it will be forfeited and become the property of E-Maganatti, and no refund will be issued.
If you receive an error message that your item cannot be returned, it's likely due to E-Maganatti's policy for customer safety and protection. Certain items, such as swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, drugs, food supplements, software, tickets, and adult products cannot be returned, except in the case of receiving a wrong, defective, counterfeit, damaged, incomplete, or expired item.
The warranty information for a product can be found on its listing page on E-Maganatti. For more information on how to claim a warranty, please follow this link.
Currently, E-Maganatti does not offer an exchange option for items. However, if you receive a wrong item, you can still return the item and receive a full refund.
We apologize for the inconvenience. All refunds are processed to reflect the original amount paid for the order. If you believe the amount you received is incorrect, please reach out to us for further investigation and resolution via Live Chat or by calling E-Maganatti customer service at +254716792928 or +254792852100 for assistance.
The refund amount will include the delivery fees.
You can keep track of your return status through email, App inbox, push notifications, and SMS updates from E-Maganatti. Additionally, you can also check our return timelines for further information.
You do not need to pay for any delivery fees when returning a product to E-Maganatti.
In order to cancel your return request, please contact us via Live chat or our customer service line at +254716792928 or +254792852100. If you have already been contacted for pickup, you may request the delivery associate to cancel it for you on your behalf.
Terms & Conditions
1.1. By accessing the e.maganatti website and services, you confirm your understanding of these Terms and Conditions (hereinafter referred to as "this Agreement"). If you do not agree to this Agreement, you shall not use e.maganatti services. By completing the registration process and clicking "I agree with the Terms and Conditions," you agree to be bound by this Agreement.
1.2. e.maganatti provides a platform for the sale of goods between sellers and users. The actual sales contract is directly between the seller and the user, and e.maganatti is not a party to the sales contract. The seller and the user are solely responsible for the sales contract, listing of goods, and warranties.
1.3. e.maganatti reserves the right to change, upgrade, modify, limit, or suspend services without prior notice. e.maganatti may also introduce new features or services at its discretion.
1.4. This Agreement is intended for users in Marsabit, Kenya only.
2.1. You may need an e.maganatti account to use certain services. You are responsible for maintaining the confidentiality of your account and password. You agree to accept responsibility for all activities under your account.
2.2. By registering, you confirm that you have reached the legal age and can independently bear legal responsibility. If you lack legal capacity, responsibility will be borne by you and your guardian.
2.3. Users must provide accurate, complete, and up-to-date information during registration. e.maganatti reserves the right to terminate accounts with false or incomplete information.
2.4. If your registration information infringes on others' rights, e.maganatti reserves the right to cancel your account and pursue legal action.
2.5. Users must store their usernames and passwords securely. e.maganatti will not be responsible for unauthorized use of your account unless due to its negligence.
2.6. If you are underage, you may use e.maganatti services only with parental or guardian consent.
3.1. e.maganatti respects your privacy and will keep your personal information confidential. We will not disclose your information without your consent, except as required by law.
3.2. e.maganatti may contact you via email or phone for account-related issues, marketing, or service updates.
3.3. We may share your contact information with authorized service providers for the purposes mentioned above.
3.4. You may request the deletion of your personal information by contacting us via email or phone.
3.5. If you detect any unauthorized use of your account, notify us immediately. e.maganatti is not responsible for any loss unless it is due to its negligence.
4.1. All content on e.maganatti, including text, graphics, logos, and software, is the property of e.maganatti or its content suppliers and is protected by intellectual property laws.
4.2. You are granted a limited, non-exclusive license to access and use e.maganatti services for personal, non-commercial purposes. Unauthorized use of e.maganatti content or services is prohibited.
4.3. If you participate in any e.maganatti events or share photos, you grant e.maganatti the right to use those images for promotional purposes.
5.1. Sellers are responsible for ensuring accurate product descriptions. If a product does not match the description, your remedy is to return the product in its unused condition.
5.2. e.maganatti attempts to be as accurate as possible but does not guarantee that product descriptions or other content are error-free.
6.1. Payments on e.maganatti are processed through third-party services like M-Pesa. e.maganatti does not directly collect payments.
6.2. Users are responsible for ensuring accurate payment information and keeping payment account details confidential.
7.1. Returns and refunds are handled by the seller according to their return policy. e.maganatti is not responsible for handling returns or providing refunds.
7.2. Users should review the seller's return policy before making a purchase.
8.1. e.maganatti is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use e.maganatti services.
8.2. e.maganatti's total liability for any claims related to these Terms and Conditions will not exceed the total amount paid by the user for the service in question.
9.1. These Terms and Conditions are governed by the laws of Kenya.
9.2. Any disputes arising from these Terms and Conditions will be resolved in the courts of Kenya.