Refund and Returns Policy
SmartPhones Nairobi Kenya
1. Overview
At SmartPhones Nairobi Kenya, we aim to provide quality products and reliable service. Our Refund and Returns Policy lasts for 30 days from the date of delivery.
If 30 days have passed since your purchase, we may not be able to offer a full refund or exchange.
To be eligible for a return, the item must:
- Be unused and in the same condition as received
- Be in its original packaging
- Include all accessories, manuals, and proof of purchase
2. Non-Returnable Items
Certain items cannot be returned, including:
- Gift cards
- Downloadable software or digital products
- Opened or activated software/products
- Perishable goods
- Health and personal care items
- Hazardous or flammable materials
3. Proof of Purchase
A valid receipt, invoice, or proof of purchase is required for all return or refund requests.
Items should not be returned directly to manufacturers unless instructed by SmartPhones Nairobi Kenya.
4. Refund Eligibility
Refunds may be granted only if:
- The product is defective or damaged on arrival
- The wrong item was delivered
- The item meets return conditions and is within the 30-day period
Partial refunds may apply if:
- The item shows signs of use
- Accessories or packaging are missing
- The item is not in its original condition (not due to our error)
- The item is returned after 30 days
5. Refund Process
Once we receive and inspect the returned item, we will notify you of approval or rejection.
If approved, the refund will be processed to your original payment method within a reasonable time frame.
6. Late or Missing Refunds
If you have not received your refund:
- Check your bank or M-Pesa account
- Contact your payment provider or bank
- Wait for processing time to complete
If the issue persists, contact our support team.
7. Exchanges
We replace items only if they are defective, damaged, or incorrectly supplied.
To request an exchange, contact SmartPhones Nairobi Kenya support for instructions before returning the item.
8. Sale Items
Only regular-priced items are eligible for refunds. Sale or discounted items are non-refundable unless defective or incorrectly supplied.
9. Gifts
If the item was marked as a gift and shipped directly to you, you may receive a gift credit once the return is approved.
If not marked as a gift, refunds will be issued to the original purchaser.
10. Shipping Returns
Customers are responsible for return shipping costs unless the return is due to our error.
Shipping costs are non-refundable. Where applicable, return shipping fees may be deducted from the refund.
We recommend using a trackable shipping service for high-value items, as we cannot guarantee receipt of returned goods without tracking.
11. Delivery Charges
Delivery fees are shown at checkout and may vary depending on location within Nairobi and other parts of Kenya.
Customers are responsible for reviewing shipping costs before completing an order.
12. Need Help?
For questions regarding refunds, returns, or exchanges, please contact SmartPhones Nairobi Kenya through the official contact details on the website.
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