Refund and Returns Policy

Overview

At Laptops Nairobi, we are committed to providing 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 since your purchase, we unfortunately cannot offer a full refund or exchange.

To be eligible for a return, your item must be:

  • Unused or in like-new condition

  • In its original packaging (including box, manuals, warranty cards, and accessories)

  • Accompanied by a valid receipt or proof of purchase

Please note that products showing physical damage, scratches, liquid spills, or electrical tampering are not eligible for return or refund.

Non-Returnable and Exempt Items

Some items cannot be returned due to their nature or security reasons. These include:

  • Software licenses and downloadable products

  • Opened or activated operating systems (e.g., Windows, Office)

  • Customized or built-to-order computers

  • Consumables such as printer ink or toner once opened

  • Peripherals (mice, keyboards, flash drives, cables, etc.) that have been used

  • Gift cards or digital vouchers

  • Health and personal tech (such as smartwatches or wearables once worn)

Warranty and Defective Products

All laptops, computers, and electronics come with a manufacturer or store warranty, usually between 6–12 months, depending on the brand and product type.

If your item develops a fault within the warranty period:

  • Contact us at info@laptopsnairobi.co.ke or visit our Nairobi service centre.

  • We will inspect the item to confirm if the issue is covered under warranty.

  • If approved, we will repair or replace the item at no additional cost.

  • If repair or replacement is not possible, we will offer a store credit or refund.

Warranty does not cover:

  • Physical or liquid damage

  • Electrical issues caused by power surges or unapproved accessories

  • Software corruption, viruses, or user-installed programs

  • Normal wear and tear (such as battery degradation or keyboard wear)

Refunds

Once your return is received and inspected, we’ll notify you via email or SMS.
If approved, your refund will be processed within 60 working days to your original payment method (M-Pesa, debit/credit card, or bank transfer).

If your return is not approved, we’ll provide a clear explanation and arrange for pickup or re-delivery of your item.

Partial Refunds

Partial refunds may be granted in situations such as:

  • Items missing accessories, manuals, or packaging

  • Laptops or PCs that have been powered on or used but found non-defective

  • Returns made after the 30-day window (with management approval)

Exchanges

We replace items only if they are defective, damaged during delivery, or covered under warranty.
To initiate an exchange, email info@laptopsnairobi.co.ke or visit our shop with your proof of purchase.

Shipping and Returns

To return your product, please deliver or send it to our Laptops Nairobi service centre, Nairobi, Kenya.

  • Customers are responsible for shipping or delivery costs for returns, unless the return is due to our error or a verified product defect.

  • Shipping costs are non-refundable.

  • If you receive a refund, the cost of return shipping will be deducted from your total refund amount.

For high-value items, we recommend using a trackable courier service or purchasing delivery insurance, as we cannot guarantee receipt of untracked parcels.

Shipping Rates

We charge a flat delivery fee of KSh 600 for orders within Nairobi and nearby areas.
Delivery fees for other towns across Kenya are automatically displayed during checkout on our website.

Need Help?

For questions or assistance with refunds, exchanges, or warranty claims, please contact us:
📧 info@laptopsnairobi.co.ke
🌐 https://www.laptopsnairobi.co.ke
📍 Nairobi, Kenya

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