Return & Refund Policy

1. Change-of-mind returns

You may return a device within 7 days of delivery for any reason at all. You do not have to justify the decision.

• The device must be in the condition you received it, with no new damage.
• All accessories, cables and packaging must be included.
• The device must be signed out of all accounts, with Find My disabled.
• Return delivery is free where we arrange the courier. If you arrange your own, we reimburse up to KSh 500 on proof.

2. Faulty devices

A device that is faulty on arrival can be returned for a full refund within 30 days, including the delivery you paid. After 30 days, the Warranty Policy applies and we repair, replace or refund.

3. Not returnable

• Screen protectors and tempered glass once removed from their packaging, for hygiene and because they are consumed on fitting.
• In-ear audio products where the seal has been broken, unless faulty.
• Devices with new physical or liquid damage that was not present at delivery.
• Devices still locked to an Apple, Samsung or Google account — we cannot inspect, service or resell these, so we cannot refund them until they are unlocked.
• Bespoke corporate orders configured to a customer's specification, unless faulty.

4. Refund timelines

• M-Pesa: within 2 working days of the return being received and inspected.
• Card: within 5 working days from us; your bank may take a further 3–10 days to show it.
• Bank transfer: within 3 working days.
• Cash on delivery: refunded by M-Pesa or bank transfer to an account in your name, within 3 working days.
• Lipa Pole Pole: instalments already paid are refunded and the plan is cancelled, within 5 working days.

5. Deductions

For change-of-mind returns we may make a fair deduction where the device has been used beyond what is needed to check it works, or where accessories or packaging are missing. We will always itemise any deduction and give you the option to have the device returned instead.

For faulty devices there is no deduction within the first 30 days.

6. Exchanges

Within 7 days you may exchange for a different model, storage, colour or grade. You pay any difference; we refund any difference in your favour. Exchange delivery is free, one exchange per order.

7. How to start a return

1. Open the order in your account and choose Return, or contact us with your order number.
2. Tell us whether you want a refund or an exchange.
3. We book a free courier collection, usually for the next working day.
4. We inspect within 24 hours of arrival and confirm by email and SMS.
5. The refund is issued to the method you originally paid with.