Customer support policy
Returns & exchanges
We want you to receive the product you ordered in the condition and specification described. If something is wrong, contact us promptly and we will work with you on a fair solution.
Report eligible issues within 7 days
A return request may be considered when an item is damaged on delivery, defective, incorrect, or materially different from its advertised description. Depending on the assessment, the available remedy may be a repair, replacement, exchange, store credit, or refund.
What we need from you
- Contact us within 7 calendar days of receiving the product.
- Provide your receipt or order details and a clear description of the issue.
- Return the item with its original accessories, packaging and included materials where reasonably possible.
- Allow us to inspect or test the product before confirming the appropriate remedy.
Change-of-mind requests
If you simply change your mind, contact us within 3 calendar days. Unused, unopened items in their original saleable condition may be considered for an exchange or store credit at our discretion. Delivery charges and opened, activated, installed, customized, clearance or hygiene-sensitive products are normally not refundable for change-of-mind requests.
When a request may be declined
A request may be declined where the item has been damaged through misuse, liquid exposure, unauthorized repair, physical alteration, incorrect installation, power damage, or failure to follow the manufacturer’s instructions. This does not limit any rights or remedies available under applicable Kenyan law.
Start a return request
Send your order details, the product name, a description of the issue, and clear photos or video where helpful. We will review the request and explain the next step.
Request return supportFor help before purchase, contact us to confirm product specifications, condition, availability, warranty and compatibility. This policy complements any manufacturer warranty and does not remove rights provided by applicable law.