Returns & Warranty

Faulty or not as described

If an item is faulty out of the box, or is not the model, storage size, colour or condition described on your receipt, contact us within 7 days of receiving it. Once we have inspected and confirmed the fault, you may choose either a replacement of the same item or a full refund of what you paid.

Report it as soon as you notice. Keep the box, accessories and all packaging until the matter is resolved — an incomplete return slows down or prevents a replacement.

Change of mind

As printed on our receipts, goods once sold are not returnable for cashwhere there is nothing wrong with the item. If you have simply changed your mind, talk to us — depending on the item’s condition and how long you have had it, we will do our best to offer an exchange or a credit, but this is at our discretion and is not guaranteed.

This does not affect your rights when an item is faulty, counterfeit or materially different from what was described. Those rights are protected under Kenyan consumer law and nothing on this page removes them.

The 12-month brand warranty

Every device carries a 12-month official brand warranty against manufacturer defects, counted from the date on your receipt. That covers faults in materials or workmanship that appear in normal use — for example a battery that fails prematurely, a screen that develops dead pixels on its own, or a port that stops working without being damaged.

Warranty service is a repair or a replacement, at the manufacturer’s or our discretion. Assessment and turnaround normally take up to 14 days, longer if a part has to be imported. We will tell you the expected time when you hand the item in.

What voids the warranty

• Physical damage — drops, cracked screens, bent frames, crushed ports.
• Liquid damage of any kind, including humidity and spills.
• Unauthorised repair, opening or tampering, including by a third-party technician.
• Software problems caused by jailbreaking, rooting, or installing unofficial firmware.
• Normal wear such as scratches, scuffs and gradual battery capacity loss within normal limits.
• Loss or theft, and consumables such as bundled cables, ear tips and cases.

How to make a claim

• Have your receipt. The receipt number and the serial / IMEI printed on it are how we verify cover, so keep it. A photo of it is fine.
• Message us on WhatsApp with the receipt, the serial number and a short description or video of the fault. Many issues are settled without a trip to the shop.
• Back up your data and remove any account locks before handing a device in — including iCloud, Google or Samsung account locks. We cannot service a locked device, and we are not responsible for data lost during repair.
• Bring the device to the shop, or arrange a courier with us. Return transport for a confirmed warranty fault is arranged at our cost within Nairobi.

Refunds

Where a refund is due, it is paid by the same method you used to pay, to an account in the buyer’s name — M-PESA refunds go back to the paying number. We do not refund to third-party accounts. Delivery charges already incurred are refunded only when the item itself was faulty or wrongly supplied.

For an order on Lipa Mdogo Mdogo, a confirmed fault is resolved by repair or replacement and your instalment schedule continues unchanged. If we cannot replace the item, the deposit and any instalments already paid are refunded in full.