Refund & Returns Policy

Last Updated: July 30, 2026

At Smart Tech Kenya, customer satisfaction is one of our highest priorities. We are committed to supplying genuine, high-quality electronics and providing excellent after-sales service.

If you are not completely satisfied with your purchase, this Refund & Returns Policy explains the circumstances under which products may be returned, exchanged, repaired, or refunded.

By purchasing products from https://smarttechkenya.co.ke/, you agree to the terms outlined in this policy.

About Smart Tech Kenya

Smart Tech Kenya is the trading name of Smarttech Electronics, a trusted Kenyan electronics retailer with over five years of experience supplying genuine electronics sourced from official distributors and authorized dealers.

We specialize in televisions, sound systems, home appliances, mobile devices, accessories, and other consumer electronics from leading brands including Samsung, LG, TCL, Hisense, and many more.

Our commitment is to provide:

  • Genuine products

  • Competitive prices

  • Excellent customer service

  • Great value for money

  • Reliable after-sales support

Our Returns Policy

We accept returns for eligible products within 7 calendar days from the date of delivery or collection, provided the conditions below are met.

To qualify for a return, the product must:

  • Be unused and in its original condition.

  • Be returned in its original packaging.

  • Include all accessories, manuals, cables, and free promotional items (if applicable).

  • Include the original purchase receipt or proof of purchase.

  • Not have been registered, activated, installed, or damaged by the customer, unless the return is due to a manufacturing defect.

Products that do not meet these conditions may not qualify for a return or refund.

Products Eligible for Return

You may request a return if:

  • You received the wrong product.

  • The product arrived damaged during delivery.

  • The product has a confirmed manufacturing defect.

  • The product delivered does not match your order.

  • The product is incomplete or missing accessories supplied by the manufacturer.

  • The product develops a verified fault shortly after delivery that is not caused by misuse.

Depending on the circumstances, we may offer:

  • A replacement

  • An exchange

  • A repair

  • Store credit

  • A refund

The appropriate resolution will be determined after inspection of the product.

Products That Cannot Be Returned

For hygiene, safety, legal, and manufacturer reasons, the following items cannot be returned unless they are defective upon delivery:

  • Products damaged through misuse or negligence.

  • Products with physical damage caused after delivery.

  • Products damaged by liquids, power surges, or improper installation.

  • Products repaired or modified by unauthorized persons.

  • Products returned without their original packaging or accessories.

  • Software, digital downloads, gift cards, vouchers, or subscription services.

  • Clearance, liquidation, or “Final Sale” items where clearly stated.

  • Products that have been specially ordered at the customer’s request, unless they are defective.

Damaged or Incorrect Deliveries

If your order arrives:

  • Damaged,

  • Incomplete, or

  • Different from what you ordered,

please notify us within 48 hours of delivery.

Where possible, kindly provide:

  • Your order number.

  • Photographs of the product and packaging.

  • A brief description of the issue.

We will investigate promptly and arrange an appropriate resolution.

Manufacturer Defects

Most products sold by Smart Tech Kenya are covered by the manufacturer’s warranty.

If a product develops a fault after the initial return period but within the applicable warranty period, it may qualify for:

  • Inspection.

  • Repair.

  • Replacement.

  • Manufacturer-authorized service.

Warranty claims are subject to the manufacturer’s warranty terms and inspection procedures.

Refunds

Where a refund is approved, it will be processed using the original payment method wherever possible.

Refunds may be issued in situations such as:

  • Product unavailable after payment.

  • Duplicate payment.

  • Order cancelled before dispatch.

  • Approved return of an eligible product.

  • Confirmed manufacturing defect where replacement is unavailable.

Refund processing times may vary depending on your payment provider or financial institution.

Exchanges

Where appropriate, we may offer an exchange instead of a refund.

Exchanges may be available for:

  • Incorrect product delivered.

  • Manufacturing defects.

  • Transit damage.

  • Products with verified faults.

If you wish to exchange a product for another model of higher value, any price difference must be paid before the exchange is completed.

If exchanging for a lower-priced product, the difference may be refunded or credited at our discretion.

Non-Refundable Charges

Unless required by law or where the return is due to our error, the following may not be refundable:

  • Delivery charges.

  • Installation charges.

  • Express shipping fees.

  • Special handling charges.

  • Third-party service fees.

Return Process

To request a return:

Step 1: Contact our customer support team.

Step 2: Provide:

  • Order number.

  • Product details.

  • Reason for return.

  • Photographs where applicable.

Step 3: Wait for return authorization before sending the product.

Step 4: Return the product in its original packaging together with all accessories and proof of purchase.

Products returned without prior authorization may experience delays in processing.

Inspection Process

All returned products undergo inspection by our technical team.

Inspection helps determine whether the issue is:

  • A manufacturing defect.

  • Transit damage.

  • Customer misuse.

  • Accidental damage.

  • Normal wear and tear.

Inspection results determine whether the product qualifies for a refund, exchange, repair, or warranty service.

Cancellations

Orders may be cancelled before dispatch.

If payment has already been received, an approved refund will be processed.

Once an order has been shipped or collected, cancellation may no longer be possible, and the order will instead be handled under this Returns Policy.

Customer Responsibilities

Customers are responsible for:

  • Inspecting products immediately upon delivery.

  • Using products according to the manufacturer’s instructions.

  • Keeping proof of purchase.

  • Retaining original packaging during the return period.

  • Reporting faults promptly.

  • Backing up personal data before returning electronic devices for repair or replacement.

Smart Tech Kenya is not responsible for the loss of personal data stored on returned devices.

Our Commitment

At Smart Tech Kenya, we believe in honesty, integrity, and delivering excellent value for money.

Our goal is to resolve all return and refund requests fairly, promptly, and professionally while ensuring that every customer enjoys confidence when shopping with us.

Contact Us

For assistance with returns, exchanges, refunds, or warranty enquiries, please contact us:

Smart Tech Kenya
Registered Business Name: Smarttech Electronics

Website: https://smarttechkenya.co.ke/

Email: support@smarttechkenya.co.ke

Phone: +254 721 499 355

Business Address:
Emirates Mall
Luthuli Avenue
Nairobi, Kenya

Our customer support team is ready to assist you and will make every effort to resolve your request as quickly as possible.

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