KET Returns & Refunds Policy

At Kenya Tech Store (KET), your satisfaction is our top priority. We are committed to offering a fair, transparent, and customer-focused returns and refunds process, in line with Kenyan consumer protection laws and industry best practices.

For reference, this policy is published online at:

1. Countries & Coverage

• Applicable Country: Kenya
• This Returns & Refunds Policy applies only to purchases made within Kenya.

2. Return of Goods

You may return a product only in accordance with this policy, which is effective as of the date of return. KET will not be liable for any product returned without authorization, or for goods that are lost, damaged, altered, or improperly packaged.

2.1 Return Authorization (RMA)

• All returns require prior approval. You must contact KET to obtain a Return Material Authorization (RMA) number.
• Returns sent without an authorized RMA number will not be accepted.

2.2 Return Conditions

• Only defective products are eligible for return.
• Products must be in original or equivalent packaging and in resalable condition.
• Customers are responsible for:
  • Return shipping and handling costs.
  • Risk of loss or damage during return transit.

2.3 Restocking Fees

• A restocking fee (up to 20%) or partial refund may apply in the following cases:
  • Opened packages.
  • Incomplete items.
  • Products bought under bundles, promotions, or special pricing.

3. Exchanges

• Exchanges are accepted in line with this policy.
• Products approved for exchange must be:
  • Defective or damaged upon delivery, or
  • Incorrectly supplied items.
• Exchanges will be processed after verification and approval by KET.

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

For oversized products such as racks, enclosures, or large equipment:

• Contact KET to arrange collection by an authorized carrier chosen by KET.
• Only undamaged products, as certified by the carrier, will be accepted.
• If returned damaged, a restocking fee of 50% of the purchase price will be applied.

Refunds & Disputes

5.1 Eligible Refund Cases

Refunds will be approved in the following situations:

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

5.2 Dispute Timeframe

• Any concerns or disputes must be reported within 5 business days of receiving your order.

5.3 Refund Processing

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

6. Policy Updates

KET reserves the right to amend this Returns & Refunds Policy at any time. Updates will take effect once posted on our website. Continued use of KET services constitutes acceptance of the revised terms.