Refund and Returns Policy

Overview

At SmartPhones Nairobi Kenya, we strive to offer quality smartphones, mobile accessories and excellent service.
Our returns and refund policy lasts 30 days from the date of purchase. After 30 days, we sadly cannot offer a full refund or exchange.

Eligibility for Return

To be eligible for a return, your item must:

  • Be unused or in like‑new condition.

  • Be in its original packaging, including all accessories, manuals, and warranty cards.

  • Be accompanied by a valid receipt or proof of purchase.

Items showing obvious signs of use, physical damage, liquid spills or electrical tampering are not eligible for return or refund.

Non‑Returnable Items

Certain items are exempt from return due to nature or hygiene/security reasons. These include:

  • Downloadable software or digital codes once redeemed.

  • Custom or built‑to‑order devices/configurations.

  • Consumables (e.g., screen protectors if opened, phone cases if used).

  • Gift cards or digital vouchers.

  • Items whose original packaging has been opened and usage begun.

Warranty & Defective Products

All smartphones and mobile tech products come with a manufacturer or store warranty (typically between 6–12 months, depending on brand).
If your item develops a fault within the warranty period:

  • Contact info@smartphonesnairobi.co.ke or visit our Nairobi store/service centre.

  • We will inspect and determine if the fault is covered under warranty.

  • If approved, we will repair or replace the item at no additional cost.

  • If repair or replacement is not possible, a store credit or refund may be offered.

Warranty does not cover:

  • Accidental damage (drops, liquid entry) or misuse.

  • Faults caused by use of unapproved accessories or unstable power.

  • Updates or software malfunction due to user-installed apps or modifications.

  • Normal wear and tear (battery degradation, scratched screens, cosmetic wear).

Refunds

Once your return is received and inspected, we will notify you via email or SMS whether your refund has been approved.
If approved, your refund will be processed within 60 working days to your original payment method (M‑Pesa, card, bank transfer).
If your return is not approved, we will explain the reason and arrange pickup or return of your item.

Partial Refunds

We may issue a partial refund under conditions such as:

  • Items missing accessories, manuals or original packaging.

  • Devices which have been powered on or used but found non‑defective.

  • Returns requested after the 30‑day return window (at our management’s discretion).

Exchanges

We replace items only if they are defective, damaged during delivery, or under warranty.
To request an exchange, contact info@smartphonesnairobi.co.ke or visit our store with your proof of purchase.

Shipping & Returns

To return your product, please bring or send it to our service centre or store in Nairobi, Kenya.

  • You are responsible for paying the shipping or delivery cost for returns, unless the return is due to our error or a verified defect.

  • Shipping costs are non‑refundable.

  • If a refund is approved, the cost of return shipping will be deducted from your refund.

For high‑value items (e.g., flagship smartphones or bundles) we recommend using a trackable courier service or purchasing shipping insurance, as we cannot guarantee receipt of un‑tracked parcels.

Delivery Fee

We charge a flat delivery fee of KSh 600 for orders within Nairobi and the surrounding areas.
Delivery fees for other towns across Kenya will be displayed during checkout.

Need Help?

For questions about refunds, returns or warranty claims:
📧 info@smartphonesnairobi.co.ke
🌐 https://www.smartphonesnairobi.co.ke
📍 Nairobi, Kenya

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