Delivery Timeframes

• Nairobi CBD – Within 1 hour of order confirmation (during business hours)
• Within Nairobi (outside CBD) – Within 2 hours of order confirmation (during business hours)
• Outside Nairobi – Within 24 hours via our trusted courier partners

Order Processing

• All orders are processed within 1 to 2 hours of placement.
• We process and ship orders on weekends and public holidays where possible.
• During periods of high order volume or courier delays, processing times may be extended. Customers will be notified accordingly.

Shipping Charges & Delivery Estimates

• Shipping fees are calculated at checkout based on your location and package weight.
• Rates are subject to change; the most current rates are always visible during checkout.
• Delivery delays may occasionally occur due to unforeseen circumstances.

Delivery Locations

• We only ship within Kenya.
• We do not deliver to P.O. Boxes. Please provide a specific, accessible address such as an apartment, office, home, restaurant, or petrol station.

Customs, Duties, and Taxes

• Phones Store Kenya is not responsible for any additional charges such as customs duties, VAT, or taxes imposed by local authorities.
• All such charges are the customer’s sole responsibility.

Damaged or Lost Shipments

• If your package arrives damaged or is missing, contact us immediately at info@phonesstorekenya.com.
• Please retain all packaging materials and the damaged item to support your claim.
• While Phones Store Kenya is not liable for items lost or damaged in transit, we will actively assist you in resolving such issues with the courier.

Return & Exchange Policy

We are committed to customer satisfaction. However, due to the nature of electronic products, we do not accept returns or exchanges unless the item is defective.

Defective Items

If you believe you have received a defective item, please follow the steps below:

• Contact us at info@phonesstorekenya.com with your order number, product details, and a description of the defect.
• Alternatively, you may visit our store in person for assistance.

Return Requirements

• Returns must be initiated within 5 days of receiving the product.
• The product must be in its original condition, with all accessories, manuals, and original packaging intact.
• Proof of purchase is required.

Once we receive the returned product:

• It will be inspected to verify the reported defect.
• You will be notified by phone within a reasonable timeframe regarding eligibility for a refund or replacement.

Refunds

• If approved, a refund will be issued via your original payment method.
• Shipping and handling charges are non-refundable.
• The customer is responsible for the cost and risk of return shipping.

Exchanges

• We only replace items that are confirmed defective or damaged.
• If a replacement is approved, it will be dispatched to you at no additional cost.

Return Shipping

• You are responsible for the shipping costs and insurance of returned items.
• Phones Store Kenya is not responsible for any loss or damage during return transit.
• We recommend using a trackable courier service for all returns.

Additional Terms

• This policy applies only to products purchased directly from Phones Store Kenya — through our website or physical store.
• For warranty-related issues, refer to our Terms and Conditions, as warranties are provided by the manufacturer, not Phones Store Kenya.
• We reserve the right to refuse returns or exchanges that do not comply with this policy.