Terms & Conditions

These Terms & Conditions govern your use of the Allen's website and your purchases from Allen's Retail Co. ("Allen's", "we", "us"), headquartered in Area 49, Lilongwe, Malawi. By creating an account, placing an order, or otherwise using this website, you agree to these terms. If you do not agree, please do not use the site.

You must create an account to place orders. You are responsible for keeping your login details secure and for all activity under your account. You must provide accurate information, including a working contact number, so we can coordinate your delivery. We may suspend or close accounts used fraudulently or in breach of these terms.

All prices are shown in Malawi Kwacha (MWK) and include applicable taxes unless stated otherwise. An order is confirmed once payment is completed. We do our best to keep stock levels accurate; if an item you paid for is unavailable, we will contact you to arrange a replacement or a full refund of the affected item.

We reserve the right to cancel orders we reasonably suspect to be fraudulent or placed in error (for example, an obvious pricing mistake), in which case you will be refunded in full.

Payments are processed securely by our payment provider. Allen's does not store your card or mobile money details. Your order is only dispatched after payment is confirmed. Delivery fees, where applicable, are shown clearly at checkout before you pay.

Deliveries are arranged in two zones:

• Within Lilongwe: free pick-up at our HQ in Area 49, courier branch pickup via CTS Courier (you pay the courier on collection), or door to door delivery for a flat fee shown at checkout.
• Outside Lilongwe: we dispatch your parcel through your chosen courier service to the branch you select. You pay the courier directly when you collect your parcel (cash on delivery at the courier office).

Courier fees for branch collection are set by the courier, not by Allen's, and are paid directly to the courier. Once a parcel is handed to a courier, delivery timelines are estimates and may vary. We will always share dispatch details so you can follow up with the courier, and we will assist where we reasonably can.

We accept returns within 30 days of collection or delivery, provided the item is unused, in its original packaging, and in resellable condition. See our Shipping & Returns policy for the full process. Items that arrive damaged or incorrect are replaced or refunded at no cost to you — contact us within 48 hours of collection with photos of the item and packaging.

Reviews must be honest, relevant, and respectful. You may not post content that is unlawful, offensive, misleading, or that infringes anyone's rights. By posting a review or photo you grant Allen's a non-exclusive licence to display it on this site. We may remove content that breaches these rules.

Nothing in these terms excludes liability that cannot be excluded under Malawian law. To the extent permitted by law, Allen's is not liable for indirect losses, or for delays and failures caused by events beyond our reasonable control (including courier delays, power or network outages).

We handle your personal information as described in our Privacy Policy.

We may update these terms from time to time; the latest version will always be on this page with the date above. Questions? Reach us via the contact page or visit us in Area 49, Lilongwe.