Returns & Refund Policy

1. Return Window

You may return a product within 7 calendar days from the date of delivery, provided the conditions below are met.

2. Eligible Products

A product may be returned if:

• It is in its original, unused condition
• It is in its original packaging with all tags and accessories intact
• You have the original receipt or order confirmation
• The product is defective or damaged on arrival
• You received the wrong item

3. Non-Returnable Products

The following cannot be returned:

• Products that have been used, installed, or activated
• Products without original packaging
• Software, earphones, or headphones that have been opened and used for hygiene reasons
• Products damaged by customer misuse or neglect
• Custom-configured or special-order items

4. How to Initiate a Return

1. Contact our support team via WhatsApp at 254115208908 or email info@smartcityelectronics.co.ke
2. Provide your order number and reason for return
3. Our team will confirm eligibility and provide return instructions
4. Ship or bring the product to our store at the address below

Return address: Harambee Avenue, Cargen House, 4th Floor, Room 408, Nairobi, Kenya

5. Who Pays Return Shipping?

• Defective or wrong item: SmartCity Electronics pays return shipping
• Change of mind: Customer pays return shipping

6. Restocking Fee

There is no restocking fee for returns that meet the above conditions.

7. Refund Method

Refunds are issued via the original payment method:

• M-Pesa: Refunded to your M-Pesa number
• Cash on Delivery: Refunded via M-Pesa or bank transfer
• Bank Transfer: Refunded to your bank account

8. Refund Processing Time

Refunds are processed within 3–5 business days after we receive and inspect the returned product.

9. Exchanges

We offer exchanges for products of equal or greater value. If the replacement costs more, you pay the difference. Contact us to arrange an exchange.

10. Damaged or Wrong Item

If you receive a damaged or incorrect item, contact us within 48 hours of delivery with photos of the issue. We will arrange a free replacement or full refund.