The short version
If something is not right, tell us within 7 days of receiving it and we will repair it, replace it or refund you. Bring the item back in its box with everything that came with it, and have your order reference or M-Pesa message to hand.
What you can return
You can return an item within 7 days of delivery or collection when:
- it is faulty, damaged, or does not power on;
- it is not the model, specification or configuration you ordered;
- it is still sealed and unused, and you have simply changed your mind.
Unopened items returned because you changed your mind must be in their original sealed packaging and in resalable condition.
What we cannot accept
- Items with physical damage caused after delivery — cracked screens, liquid damage, bent ports, impact marks.
- Software or licence keys that have already been redeemed or activated.
- Consumables that have been opened — ink and toner cartridges, printer paper.
- Items missing the box, charger, cables or adapters they were supplied with.
- Equipment opened, repaired or modified by anyone other than our technicians.
Faulty on arrival
If a machine will not start, or fails within the first 7 days, contact us straight away on +254 111 787140 or WhatsApp. We will test it in the shop. If the fault is confirmed as a manufacturing or hardware defect, you choose a repair, a replacement of the same model, or a full refund.
Warranty repairs after 7 days
After the first week, faults are handled under the item's warranty. The warranty period is shown on each product page and on your invoice, and covers hardware failure under normal use. It does not cover accidental damage, liquid damage, power surges, or wear such as battery capacity loss.Warranty work is carried out at our workshop. Bring the item to Moi Avenue, Rahimtulla Trust Building, 2nd Floor, Room 32B, Nairobi CBD, or arrange collection with us. Turnaround is typically 3–7 working days, depending on parts.
Ex-UK and refurbished equipment
Refurbished machines are tested and graded before sale, and carry the warranty stated on the product page. Cosmetic marks consistent with the stated grade are normal and are not grounds for return. Any functional fault within the warranty period is covered exactly as it would be on a new machine.
How to start a return
- Message us on WhatsApp or call +254 111 787140 with your order reference.
- Tell us what is wrong and, if you can, send a short video or photo.
- We will confirm whether to bring the item in or arrange collection.
- Bring the item, its box and accessories, and your invoice or M-Pesa message.
You can find every order reference and download the invoice from your account.
Refunds
Approved refunds go back to the M-Pesa number that paid, or to the card or bank account used. We process refunds within 3 working days of approving the return; M-Pesa usually reflects the same day, banks can take a little longer. Delivery charges are refunded when the return is our fault, and are not refunded when you have simply changed your mind.
Your legal rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2012 of Kenya. Where this policy is more generous than the law, this policy applies.