At Electropoint Kenya, customer satisfaction is our top priority. We understand that there may be instances where you need to return or exchange a product, and we strive to make this process as seamless as possible. Below are the terms and conditions governing our refund and return policy:

1. Eligibility for Returns

  • Products must be returned within 7 days of purchase.
  • Returns are accepted for the following reasons:
    • Defective or faulty items
    • Incorrect products delivered
    • Products damaged during transit

2. Conditions for Returns

  • All products must be returned in their original condition, including:
    • Undamaged packaging
    • All accessories, manuals, and any additional items provided with the product
  • A valid proof of purchase (e.g., receipt or invoice) is required for all returns.
  • Items must not show signs of use, wear, or tampering.

3. Non-Returnable Items

Certain items are not eligible for return, including:

  • Products that have been used, installed, or altered after purchase
  • Items damaged due to improper use by the customer
  • Clearance and sale items marked as “final sale”
  • Perishable or consumable goods

4. Refund Process

  • Refunds will be processed once the returned item has been inspected and approved by our team.
  • Refunds are issued using the original payment method within 14 business days of approval.
  • In cases where the payment method does not allow for refunds (e.g., mobile money), alternative arrangements will be made with the customer.
  • Refunds will exclude delivery or shipping charges unless the return is due to an error on our part (e.g., wrong or defective item).

5. Exchange Policy

  • Exchanges can be made for eligible products if the request is submitted within 7 days of purchase.
  • Exchanges are subject to product availability. If an exact replacement is unavailable, we will offer suitable alternatives or a refund.
  • The same conditions for returns apply to exchanges.

6. Steps to Initiate a Return or Refund

  1. Contact Customer Support
    • Reach out to us via phone at +254740958361 or email at info@electropoint.co.ke.
    • Provide your order number and reason for return.
  2. Await Return Authorization
    • Our team will review your request and provide instructions for returning the product.
    • Unauthorized returns will not be accepted.
  3. Return the Product
    • Pack the product securely to avoid damage during transit.
    • Ship the product to the address provided by our customer support team. The customer is responsible for return shipping costs unless the return is due to an error on our part.
  4. Inspection and Processing
    • Once the product is received, it will undergo an inspection to verify eligibility.
    • You will be notified of the refund or exchange approval status within 5 business days of receiving the item.

7. Damaged or Defective Items

  • If you receive a damaged or defective product, please notify us immediately (within 24 hours of delivery).
  • Provide clear photographs of the damage or defect along with your return request.
  • We will arrange for a replacement or refund at no additional cost to you.

8. Cancellation Policy

  • Orders can be canceled before they are shipped. To cancel an order, contact our customer support team as soon as possible.
  • If the order has already been dispatched, the standard return policy will apply.

9. Disputes and Resolutions

  • If you are unsatisfied with our resolution for your return or refund request, you may escalate the matter to our management team.
  • We aim to resolve all disputes amicably and to your satisfaction.

10. Contact Information

For any inquiries or assistance regarding returns and refunds, feel free to contact us:

Last Updated: 10/01/2025