Tell us first
Most problems are fixed quickly if you tell us. Write on WhatsApp or email with your order reference, what went wrong, photos if you have them, and what you would like us to do.
You can reach us on WhatsApp or by phone on +254 724 592 115, our official business number, or by email at Mikonocreations@gmail.com.
What happens next
- Within 2 working days we acknowledge your complaint and give you a reference.
- Within [COMPLAINT RESPONSE DAYS] working days we send you our answer and any offer to put it right.
- If you are not happy, ask for a review by the owner. The owner replies within a further [REVIEW RESPONSE DAYS] working days.
Mediation
If we still disagree, we can both try mediation with an independent mediator before going to court. We share the cost [MEDIATION COST RULE]. You do not have to use mediation, and it never takes away your right to go to court.
Outside help
You may contact the Competition Authority of Kenya, which handles consumer complaints, at https://www.cak.go.ke. For privacy complaints you may contact the Office of the Data Protection Commissioner at https://www.odpc.go.ke.
Courts
Kenyan law applies and the courts in Nairobi have jurisdiction. This procedure does not limit any right you have under the Consumer Protection Act, including the right to start a court action.
Records
We keep a record of each complaint and how it was solved, and use it to improve. We keep the record for [COMPLAINT RECORD RETENTION] and handle it under our Privacy Policy.