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At Smart Devices Kenya, we are committed to ensuring your satisfaction with every purchase. If you are not completely satisfied with your product, we offer a Return and Exchange Policy that allows you to return or exchange products under certain conditions. Please read our policy carefully to understand your rights and responsibilities.
1. General Return and Exchange Conditions
We accept returns or exchanges within 3 days of receiving your product.
The product must be unused, in its original packaging, and in resalable condition.
For defective or damaged products, we will offer a replacement, repair, or refund, depending on the situation.
The original receipt or proof of purchase must be provided.
Return and exchange requests should be made directly through our customer service team.
2. Non-Returnable or Non-Exchangeable Items
The following items are non-returnable and non-exchangeable:
Products that have been used or damaged after delivery (unless defective).
Products that are marked as final sale or clearance items.
Products that are personalized or custom-made for the customer.
Downloadable products, such as software or digital files, once opened or used.
3. How to Request a Return or Exchange
If you wish to return or exchange a product, please follow these steps:
Contact Us: Reach out to our customer support team at Email: muriatneoo@gmail.com or via 0792111809. Please provide the following details:
Your order number.
The product(s) you wish to return or exchange.
A brief explanation of why you want to return or exchange the product (e.g., defective, wrong item, etc.).
Approval: Once we receive your request, our customer service team will review it and provide instructions for returning the item(s). We may ask you to provide additional information, such as photos of defective or damaged items.
Return Shipping: If your return or exchange is approved, you will receive a return shipping label (if applicable). You are responsible for the cost of return shipping unless the product was damaged, defective, or we made an error in the order.
Refund or Exchange: Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund or exchange request. If approved:
Refund: A refund will be issued to the original payment method within 6 days.
Exchange: We will send you a replacement product, or if the product is out of stock, we will offer a similar item or a store credit.
4. Defective or Damaged Products
If you receive a defective or damaged product, we will gladly offer a replacement or a full refund. Please follow these steps:
Notify Us Quickly: Contact us within 2 days of receiving the product and provide the details of the issue, along with photos showing the damage or defect.
Return Process: We may request you to return the product, and we will cover the return shipping cost if the item is defective or damaged.
5. Shipping Costs for Returns and Exchanges
Return Shipping Costs: Unless the item is defective, damaged, or incorrect, you will be responsible for the return shipping costs.
Exchange Shipping: We will cover the cost of shipping the exchanged item to you, provided the exchange is due to a defect, damage, or error on our part.
6. Processing Time
Refunds: Refunds will be processed within 3 business days after we receive and inspect the returned item. The refund will be issued to the original payment method, and it may take additional time for your financial institution to process the refund.
Exchanges: If you are exchanging an item, we will ship the replacement product within 3 business days once the returned item is received.
7. Cancellation Policy
If you wish to cancel your order, please contact us as soon as possible. We can only cancel orders that have not yet been processed or shipped. Once an order has been shipped, it cannot be canceled, but you can initiate a return after receiving the product.
8. Contact Us
If you have any questions or need assistance with returns or exchanges, please contact our customer support team: