Refund and Returns Policy
IT Experts SmartPhones
1. Overview
Our Refund and Returns Policy lasts for 30 days from the date of purchase. If 30 days have passed since your purchase, we may not be able to offer a full refund or exchange.
To qualify for a return, your item must:
- Be unused and in the same condition you received it
- Be in the original packaging
- Include all accessories, manuals, and documentation where applicable
2. Non-Returnable Items
Certain products are not eligible for return, including:
- Gift cards
- Downloadable software products
- Certain health and personal care items
- Perishable goods
- Hazardous materials, flammable liquids, or gases
- Opened or activated digital products where applicable
3. Proof of Purchase
To complete your return request, a valid receipt, invoice, or proof of purchase is required.
Please do not send your purchase directly to the manufacturer unless instructed by IT Experts SmartPhones.
4. Partial Refunds
In some situations, only partial refunds may be granted, including:
- Items with obvious signs of use
- Opened software, CDs, DVDs, games, or media products
- Products not in their original condition
- Damaged items or items missing parts not caused by our error
- Products returned after the 30-day return period
5. Refund Process
Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund request.
If approved, your refund will be processed and credited back to your original payment method within a reasonable number of business days.
6. Late or Missing Refunds
If you have not yet received your refund:
- Recheck your bank account
- Contact your card issuer or payment provider
- Contact your bank, as processing times may vary
If you still have not received your refund after completing these steps, contact us at info@itexpertsshop.co.ke.
7. Sale Items
Only regular-priced items are eligible for refunds. Sale or discounted items are generally non-refundable unless they are defective or damaged.
8. Exchanges
We only replace items if they are defective, damaged, or incorrectly supplied.
To request an exchange for the same product, contact us at info@itexpertsshop.co.ke and follow the instructions provided by our support team.
9. Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you may receive a gift credit for the value of the returned item once approved.
If the item was not marked as a gift, any refund will be issued to the original purchaser.
10. Shipping Returns
To return a product, you must send it to the address provided by IT Experts SmartPhones customer support.
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
Shipping costs are non-refundable. Where applicable, return shipping charges may be deducted from your refund.
For valuable items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking confirmation.
11. Shipping Rates
We charge a flat shipping fee of KSh 600 for deliveries within Nairobi and surrounding areas.
Delivery charges for other locations are clearly displayed during checkout on our website.
12. Need Help?
For any questions regarding refunds, returns, or exchanges, please contact:
IT Experts SmartPhones Customer Support Team
WhatsApp Us