1. Order Inspection on Delivery

Customers are encouraged to inspect their orders promptly upon delivery or collection. If an item appears damaged, incomplete, incorrect, or defective on arrival, please notify us as soon as possible with your order details and supporting evidence where applicable.

Pre-delivery inspection is offered at our discretion and may not apply to every order, including sealed, high-value, special-order, or prepayment-required items.

2. Return Window

Our return and refund review period is valid for 3 days from the date of purchase. If more than 3 days have passed, we may be unable to approve a full refund or exchange except where a matter is covered by applicable law or a valid warranty claim.

To qualify for review, the product must be submitted within the stated period and must meet the conditions outlined in this policy.

3. Conditions for Eligible Returns

A return may be considered where a product is delivered in a defective condition, arrives physically damaged, or is materially different from the item confirmed in the order.

• The item should be in the same condition as received.
• The item should be returned with original packaging where applicable.
• All included accessories, manuals, inserts, and proof of purchase should be provided.
• The product must not show signs of misuse, tampering, unauthorized repair, or damage after delivery.
• Where relevant, serial numbers, IMEI numbers, and factory identifiers must match the originally supplied product.

4. Items Not Eligible for Return

Returns may be declined where a product no longer meets the required return condition or falls under a non-returnable category.

• Items that have been used, altered, installed, or mishandled after delivery.
• Products with visible physical damage, liquid damage, electrical damage, or accidental breakage after receipt.
• Items with broken seals, removed labels, or tampered serial identifiers.
• Products returned without required packaging, included accessories, or components needed for inspection.
• Software, digital products, activated licenses, vouchers, or other non-physical items.
• Clearance, special-order, custom-order, or final-sale items unless defective or incorrectly supplied.

5. Damaged, Incorrect, or Defective Items

If you receive an item that is damaged, incomplete, incorrect, or defective, please contact us promptly and provide the relevant order information together with clear supporting photos or video where applicable.

After review, we may offer an appropriate remedy depending on the circumstances of the case, available stock, and the product category. This may include a replacement, exchange, repair assessment, store credit, or refund.

6. Exchange Policy

Exchanges are generally offered for items confirmed to be defective, damaged, or incorrectly supplied. Where an exchange is approved, we will normally replace the item with the same product if available.

If the same item is unavailable, we may offer a comparable replacement, store credit, or another suitable resolution based on the outcome of the review.

7. Refund Policy

Refunds are processed after the returned item has been received and inspected, or after we have verified a valid claim involving a delivery error or confirmed product issue.

Approved refunds are normally issued through the original payment method where possible. Depending on the transaction, this may include M-Pesa, card payment, bank transfer, or another supported payment channel.

Processing timelines may vary depending on banking timelines, payment provider reconciliation, or internal verification requirements. Original delivery charges are generally non-refundable unless the return is due to our error.

8. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund.

• The item is returned with missing accessories or components.
• The packaging is damaged or incomplete.
• The product shows signs of use that affect resale condition.
• The returned item cannot reasonably be restored to its original resale state.

The amount of any partial refund will be determined after inspection and review of the returned product.

9. Return Shipping

Where a return is approved for reasons not caused by our error, the customer may be responsible for the cost of returning the item.

If the return is due to our mistake, including supply of an incorrect item or delivery of a damaged or defective product, we will provide guidance on the appropriate return arrangement.

For high-value items, we recommend using a secure and trackable courier service when returning products.

10. Warranty Support

Some products sold by Gadget Pulse Kenya may include a manufacturer warranty or store warranty. Warranty claims are handled separately from standard return requests and may result in troubleshooting, inspection, repair, replacement, or referral to an authorized service process.

Warranty coverage does not usually include:

• Accidental damage or misuse.
• Liquid exposure.
• Electrical damage from unsuitable power sources or accessories.
• Unauthorized repair, opening, or modification.
• Software or account-related issues caused after delivery.
• Normal wear and tear.

Customers may be required to provide proof of purchase, relevant device identifiers, and any accessories needed for diagnosis.

11. Consumer Rights

Nothing in this policy is intended to remove or reduce any rights available to customers under applicable Kenyan consumer protection law. If a product is faulty, not fit for purpose, or materially different from what was described at the time of sale, the matter will be handled in accordance with the relevant legal requirements.

12. How to Request a Return or Claim

To request a return, exchange, refund, or warranty review, please provide the necessary information below so our team can assess the matter efficiently.

1. Share your full name, phone number, and order number or proof of purchase.
2. State the product name, model, and IMEI or serial number where applicable.
3. Provide a clear explanation of the issue and attach photos or video where relevant.
4. Wait for our team to review the request and advise on the next steps before returning the item.

13. International Returns

For international orders, customers should contact us first for return guidance before shipping any product back. Customers remain responsible for customs fees, taxes, duties, and any related charges incurred during return shipping unless otherwise agreed in writing.

14. Abuse of Policy

Gadget Pulse Kenya reserves the right to decline a return, exchange, refund, or inspection request where there is evidence of misuse, tampering, product swapping, repeated unjustified refusals, or any attempt to abuse this policy.

We may also restrict future inspection-before-payment requests where necessary to protect the integrity of our sales and delivery process.

15. Contact Information

For assistance regarding refunds, returns, exchanges, or warranty matters, please contact Gadget Pulse Kenya using the details below.