Refund and Returns Policy

Overview

At Expertise Electronics & Computers Ltd, we offer quality laptops, computers, and accessories.
Our returns and refund policy lasts 30 days from the date of purchase.
If more than 30 days have passed, we cannot offer a full refund or exchange.

To qualify for a return, your item must:

Be unused or in like-new condition
Be in its original packaging (box, manuals, warranty cards, accessories)
Include a valid receipt or proof of purchase

Items with physical damage, liquid spills, electrical tampering, or obvious signs of use cannot be returned.

Non-Returnable Items

Software licences and downloadable products
Opened or activated operating systems (Windows, Office, etc.)
Custom-built or built-to-order PCs
Consumables (printer ink, toner) once opened
Peripherals that have been used (keyboards, mice, USB drives, cables)
Gift cards or digital vouchers
Health/personal tech items once used

Warranty & Defective Products

All electronics come with a manufacturer/store warranty (6–12 months).
If your item develops a fault within the warranty period:

Contact info@ictshop.co.ke or visit our Nairobi service centre
We inspect and verify the issue
Approved items will be repaired or replaced at no cost
If repair/replacement is impossible, store credit or refund may be offered

Warranty does not cover accidental damage, electrical faults from unapproved accessories, software issues, or normal wear and tear.

Refunds

Approved refunds will be processed within 60 working days to your original payment method (M-Pesa, card, bank transfer).
If your return is not approved, we will provide an explanation and arrange pickup or return of the item.

Partial Refunds

Partial refunds apply in cases such as:

Items missing accessories, manuals, or packaging
Items powered on or used but non-defective
Returns after the 30-day window (management discretion)

Exchanges

Items may be exchanged if defective, damaged in delivery, or covered by warranty.
To exchange, contact info@ictshop.co.ke or visit our shop with proof of purchase.

Shipping & Returns

Returns should be sent or delivered to our service centre in Nairobi, Kenya.

Customers bear shipping costs unless the return is due to our error or a verified defect
Shipping costs are non-refundable
High-value items: use a trackable courier or shipping insurance