Eligibility for Returns

A return or exchange will only be considered under the following conditions:

• The item received is defective or damaged.
• The return is initiated within 5 days of receiving the product.
• The product is in its original condition with all accessories, manuals, and original packaging.
• A valid proof of purchase is provided.

How to Initiate a Return

Follow these steps to request a return or exchange:

1. Contact us at info@phonesstorekenya.com with your order number, product details, and a clear description of the defect.
2. Our team will review your request and guide you on the next steps.
3. Pack the item securely in its original packaging with all accessories and manuals included.
4. Ship the item back to us using a trackable courier service.
5. Once received, we will inspect the product and notify you of the outcome by phone within a reasonable timeframe.

Alternatively, you may visit our store in person for direct assistance.

Refunds

Refund Approval

• Refunds are only issued after the returned product has been inspected and the defect confirmed.
• If approved, the refund will be processed via your original payment method.
• You will be notified by phone once your refund has been approved and processed.

Non-Refundable Items

• Shipping and handling charges are non-refundable under any circumstances.
• Products returned outside the 5-day window will not be eligible for a refund.
• Items not in their original condition (missing accessories, damaged packaging, or signs of misuse) will not qualify for a refund.

Return Shipping Costs

• The customer is responsible for all return shipping costs and insurance.
• Phones Store Kenya is not liable for any loss or damage that occurs during return transit.
• We strongly recommend using a trackable courier service for all returns.

Exchanges

• We only replace items that are confirmed defective or damaged following inspection.
• If your exchange request is approved, a replacement product will be dispatched to you at no additional cost.
• Exchanges are subject to product availability.

Non-Returnable Situations

We reserve the right to refuse a return or exchange in the following situations:

• The return is requested after the 5-day window has elapsed.
• The product shows signs of physical damage caused by the customer (drops, water damage, etc.).
• The product is missing its original accessories, manuals, or packaging.
• No proof of purchase is provided.
• The defect reported is a result of normal wear and tear.

Warranty

Warranties on products sold by Phones Store Kenya are provided solely by the respective manufacturers. For warranty claims, please refer to the documentation included with your product or contact the manufacturer directly. Phones Store Kenya does not administer manufacturer warranties.