Returns & Refund Policy

We stand behind the quality of our devices. If you are not entirely satisfied with your purchase, you may return it under the following conditions:

• Return window — You have 7 days from the date of purchase to initiate a return.
• Condition requirement — The device must be in its original condition, with all accessories, packaging, and documentation intact.
• Proof of purchase — A valid receipt or order confirmation is required for all returns.
• Inspection — All returned devices will be inspected by our team. If the device shows signs of misuse, damage, or wear beyond normal handling, we reserve the right to reduce the refund amount or deny the return.

Once your return is approved, we will process your refund as follows:

• Refund method — Refunds will be issued using the original payment method (M-Pesa, bank transfer, or cash).
• Processing time — Refunds are typically processed within 3–5 business days after the return is approved.
• Full refund — You will receive a full refund of the purchase price, excluding any shipping costs incurred.
• Partial refund — In cases where the device shows minor wear, a partial refund may be offered at our discretion.

All devices purchased from Gshoppe Kenya come with a warranty against manufacturing defects and hardware failures. The warranty period varies by device:

• New devices — 12-month warranty covering hardware defects.
• Refurbished/Pre-owned devices — 6-month warranty covering hardware defects.
• Accessories — 30-day warranty (excludes consumables like screen protectors).

Warranty covers:

• Hardware failures due to manufacturing defects.
• Battery performance issues (if within the first 3 months).
• Display issues (dead pixels, screen flickering) not caused by physical damage.

Follow these simple steps to initiate a return or warranty claim:

• Change of mind — If you simply changed your mind, we accept returns within 7 days, provided the device is in perfect condition.
• Incorrect device — If you received the wrong device, please contact us immediately. We will arrange for a replacement or full refund at no cost to you.
• Gift purchases — Returns for gift purchases can be made with the gift receipt. The refund will be issued to the original payment method.
• Sale items — Discounted or clearance items may have a shorter return window or be final sale. Please check the product description for details.

• Defective or incorrect items — We will cover the shipping costs for returns due to our error (wrong item or defective device).
• Change of mind — The cost of returning the device is the responsibility of the buyer.
• In-store returns — You can always return items directly to our store in Nairobi at no extra cost.
• International returns — For international orders, return shipping costs are the buyer's responsibility unless the item is defective.

When a device is returned under warranty, we will determine the best course of action:

• Repair — If the issue can be fixed, we will repair the device and return it to you. Typical repair times are 5–7 business days.
• Replacement — If the device cannot be repaired, we will replace it with an identical model, subject to availability.
• Refund — If neither repair nor replacement is possible, we will offer a full refund of the purchase price.

• Before dispatch — You may cancel your order and receive a full refund if we haven't dispatched the device yet.
• After dispatch — If the device has already been dispatched, you will need to go through the standard returns process once you receive the device.
• Custom orders — For special orders or custom imports, cancellation may not be possible. Please check with our team before placing the order.

Our customer support team is here to assist you with any questions about returns, refunds, or warranty claims. We're committed to making the process as smooth as possible.