KET Returns and Refunds Policy

At Kenya Tech Store (KET), customer satisfaction is our top priority. We offer a fair and transparent returns and refunds policy in line with industry best practices and Kenyan consumer protection laws.

1. Return of Goods

You may return a product only in accordance with KET’s Return Policy in effect on the date of the return. If you do not comply with the terms outlined in this policy, KET will not be liable for any returned product that is lost, damaged, altered, or improperly processed for disposal or resale.

1.1 Return Authorization Required

• You must contact KET before returning any product to obtain a Return Material Authorization (RMA) number.
• Returns without an authorized RMA number will not be accepted.

1.2 Return Conditions

• Products must be returned in original or equivalent packaging and in resalable condition.
• You are responsible for:
  • The shipping and handling costs of the return.
  • The risk of loss or damage during return transit.

1.3 Restocking Fees

• KET may charge a restocking fee (typically up to 20%) or provide partial refunds for:
  • Opened packages,
  • Incomplete items,
  • Products purchased under bundled or promotional pricing.

2. Oversized Product Returns (e.g., Cabinets, Racks)

If eligible to return oversized items such as server racks or enclosures:

• You must contact KET to coordinate pickup by an authorized carrier selected by KET.
• Only undamaged products as certified by the carrier will be accepted.
• If an Oversized Product is returned damaged, a restocking fee of 50% of the product’s purchase price will apply.

3. Refunds & Disputes

3.1 Eligible Refund Cases

Refunds are available under the following circumstances:

• Order cancellation before dispatch,
• Receipt of incorrect items,
• Out-of-stock or unavailable products after payment.

3.2 Timeframe for Disputes

• Any disputes must be reported to KET within 5 business days of receiving your order.

3.3 Refund Processing

• Approved refunds will be processed within 7 to 14 business days.
• Refunds will be credited to the original payment method used at checkout (e.g., M-Pesa, bank card, etc.).

4. Policy Changes

This Returns & Refunds Policy may be updated at any time at the discretion of KET Online Express Merchants. By continuing to use our services after updates are posted, you agree to the revised terms.