Refunds & Returns Policy

2.1 General Return Conditions

To be eligible for a return, the following conditions must be met:

• Returns must be initiated within 7 calendar days from the date of purchase
• The product must be in its original condition, with all accessories, packaging, and documentation
• The original proof of purchase (receipt/invoice) must be presented
• The product must not show signs of use, damage, or tampering
• For hygiene reasons, certain products may have additional restrictions (see section 2.3)

2.2 Valid Reasons for Returns

We accept returns for the following reasons:

2.3 Non-Returnable Items

For health, safety, and digital content reasons, the following items cannot be returned unless defective:

• Software-activated devices (phones, tablets) once opened and activated, unless defective
• Opened earphones and audio accessories for hygiene reasons
• Gift cards and prepaid vouchers
• Downloadable software or digital content
• Personalized or custom-ordered products
• Clearance or discounted items marked as "final sale"

3.1 Return Methods

You can return products through the following methods:

• In-Store Returns: Bring the item to our store at Corner House, Kimathi Street during business hours
• Pickup Service: For Nairobi customers, we may offer pickup for large items (charges may apply)
• Courier Returns: For customers outside Nairobi, you may ship returns to us at your cost

3.2 Inspection & Processing

4.1 Refund Methods

Refunds are issued using the same payment method used for the original purchase:

4.2 Refund Amounts

The refund amount depends on the reason for return and condition of the product:

• Defective/Wrong Item: Full refund of purchase price
• Change of Mind: Purchase price minus 10% restocking fee
• Partial Returns: Refund for returned items only
• Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error
• Gift Cards: Refunded as store credit only

5.1 Exchange Options

You may exchange a product for:

• A different color/variant of the same model
• A different model (price difference applies)
• Store credit for future purchases

Exchanges are subject to product availability. If your desired exchange item is out of stock, we can place it on backorder or issue a refund.

5.2 Price Differences

When exchanging for a different item:

• If the new item costs more, you pay the difference
• If the new item costs less, you receive a refund for the difference
• Restocking fees may apply for change-of-mind exchanges

6.1 Warranty Coverage

This section applies to products that develop faults during the warranty period (typically 12 months from purchase). Warranty returns follow different procedures from standard returns:

• Warranty claims must be made within the warranty period
• Proof of purchase is required
• The fault must not be caused by misuse, accidents, or unauthorized modifications
• Warranty service may involve repair, replacement, or refund at our discretion

6.2 Warranty Service Options

Depending on the nature of the fault and product availability, we may offer:

7.1 Policy Changes

We reserve the right to modify this Refunds and Returns Policy at any time. Changes will be effective immediately upon posting on our website or in our store. The "Effective Date" at the top of this policy will be updated accordingly.

For purchases made prior to policy changes, the policy in effect at the time of purchase will apply.

7.2 Governing Law

This Refunds and Returns Policy is governed by and construed in accordance with the laws of Kenya. Any disputes relating to this policy will be subject to the exclusive jurisdiction of the courts of Kenya.