This website is operated by Ecosafe Network Limited, a company registered in Kenya, trading as Mamstar.

Cancelling an order

If you need to cancel an order, contact us as soon as possible and quote your order number. Where your order has not yet been dispatched or prepared for collection, we will cancel it and refund you in full.

Once an order is on its way to you we may not be able to stop it, but you can still refuse the delivery and we will arrange a refund.

Refunds

Approved refunds are returned to the M-Pesa number the payment came from. Because refunds are processed through Safaricom, the time taken for the money to reach you is determined by Safaricom rather than by us. We will tell you when we have submitted the refund.

Damaged or unsatisfactory products

If a product arrives damaged, leaking, or in a condition you are not satisfied with, do not consume it. Contact us straight away with your order number and, where possible, a photograph. We will arrange a replacement or a refund.

Because this is a food product, we are unable to accept returns of opened containers except where there is a problem with the product itself.

Bulk and tanker orders

A bulk order can be cancelled and refunded at any time before the loading reference has been used to collect water. Once water has been loaded, the order is complete and cannot be refunded.

If you cannot collect on the date you booked, contact us and we will rearrange it rather than cancelling.

Payment taken but no order confirmed

If money left your account but you have no confirmed order, contact us with your M-Pesa reference. We reconcile every payment against our records and will either complete your order or refund you in full.

How to contact us

Use the details on our contact page and quote your order number. The sooner you tell us, the more easily we can put things right.

Questions about this policy? Contact us.