Refund & Returns Policy

1. Return Window

You may return most items within 7 days of the delivery date. To be eligible, the item must be:

• In its original, unopened packaging (for sealed items)
• Unused and in the same condition as received
• Accompanied by proof of purchase (order confirmation email or order ID)

2. Non-Returnable Items

The following cannot be returned unless faulty:

• Items that have been opened and used
• Software, digital downloads, or SIM cards
• Items damaged due to misuse, accidents, or unauthorised modification
• Items returned after 7 days of delivery

3. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery with:

• Your order ID
• A clear description of the issue
• Photos or video showing the fault

We will arrange a replacement or full refund at no cost to you, including return shipping where applicable.

4. How to Initiate a Return

• Contact us via the Contact page or WhatsApp with your order ID and reason for return.
• We will confirm eligibility and provide return instructions within 2 business days.
• Pack the item securely in its original packaging.
• Drop off or arrange courier delivery to the address provided. Return shipping costs are the customer's responsibility unless the item is faulty.

5. Refund Processing

• Once we receive and inspect the returned item, we will notify you of approval or rejection within 3 business days.
• Approved refunds are processed within 5–7 business days back to the original payment method (M-Pesa or card).
• Delivery fees are non-refundable unless the return is due to our error.

6. Exchanges

We offer exchanges for a different size, colour, or model where stock is available. If the replacement item is of higher value, you will be charged the difference. If lower, we will refund the difference.

7. Warranty Claims

For items that develop faults after the 7-day return window, please refer to the manufacturer's warranty. We can assist you in initiating a warranty claim with the relevant authorised service centre in Kenya.

8. Contact Us

For any returns or refund queries, contact us or reach us on WhatsApp. We aim to resolve all issues promptly and fairly.