Refund and Returns Policy

Last Updated: June 11, 2025

At Electronics Place, your satisfaction is our priority. We understand that sometimes a product may not be what you expected or may develop an issue. This policy outlines our procedures for returns, refunds, and exchanges for both brand new and pre-owned items purchased from our website.

By making a purchase on Electronics Place, you agree to the terms of this Returns & Refunds Policy. This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

1. General Return Conditions

• Reporting Period: All returns, whether for new or pre-owned items, must be reported to Electronics Place within thirty (30) calendar days from the date you received your order. No returns will be accepted after this 30-day period.
• Proof of Purchase: A valid proof of purchase (e.g., order confirmation email, receipt, or invoice) is required for all returns.
• Original Condition: Products must be returned in the condition they were received, including all original packaging, accessories (e.g., chargers, cables, manuals), and any promotional items that came with the purchase. Failure to do so may result in a partial refund or refusal of the return.
• Hygiene & Safety: For hygiene reasons, certain items such as headphones, earphones, or personal care devices, once opened and used, may not be eligible for return unless faulty.
• Software & Digital Products: Digital products, software licenses, or activation keys are generally non-returnable and non-refundable once purchased and delivered.
• Customized/Personalized Products: Products that have been personalized or custom-made are generally not eligible for return unless faulty.

2. Return Process

To initiate a return, please follow these steps:

1. Contact Customer Service: Report your return request by contacting our customer service team within the 30-day reporting period via:
   • Email: [email protected]
   • Phone: +254 111 630 930
   • Please provide your order number, the item(s) you wish to return, the reason for the return, and whether you prefer a refund or an exchange.
2. Await Approval: Our customer service team will review your request and provide you with return instructions and a Return Authorization Number (RAN) if your return is approved. Do NOT send the item back without an RAN.
3. Package Your Item: Securely package the item(s) in their original packaging, including all accessories. Clearly mark the RAN on the outside of the package.
4. Ship or Drop-off:
   • For Customers in Nairobi: You may be able to drop off the item at our designated location in Nairobi upon arrangement with our customer service team.
   • For Customers Outside Nairobi: You will be responsible for shipping the item back to us at the address provided by our customer service. We recommend using a traceable shipping method, as we are not responsible for lost or damaged return shipments.
5. Inspection: Once we receive the returned item, it will undergo an inspection by our technical team to verify its condition and the reported reason for return.

3. Specific Conditions for Product Categories

3.1. Brand New Products

• Eligibility for Return: New products can be returned if they are:
  • Faulty/Defective: If the product is not working as intended upon arrival or develops a fault within the 30-day reporting period.
  • Damaged in Transit: If the product arrives physically damaged (must be reported immediately upon delivery).
  • Incorrect Item: If you received a product different from what you ordered.
  • Change of Mind (Non-Faulty): For non-faulty items, if you wish to return a new product due to a change of mind, it must be unopened, in its original sealed packaging, and in pristine, resalable condition. If the product has been opened, used, or activated, a return for change of mind may be subject to a restocking fee (up to 15-20% of the item’s value) or may be refused, at our sole discretion, especially if the product’s value has significantly depreciated due to opening/use.

3.2. Pre-Owned Products

• Eligibility for Return: Pre-owned products can be returned if they are:
  • Significantly Not as Described: If the product’s condition, functionality, or included accessories are materially different from what was explicitly stated on the product page at the time of purchase.
  • Functionally Defective: If the product develops a functional fault within the specified warranty period (as stated on the individual product page, typically 30 days unless otherwise noted), and the fault is not due to accidental damage, misuse, or software issues outside our control.
• Condition of Return (Pre-Owned): Pre-owned items must be returned in the same physical and functional condition as received, considering the pre-owned nature of the item. Any additional damage or alteration beyond the original reported condition may affect your refund.
• Warranty: Please refer to the individual product page for the specific warranty period offered on pre-owned items. Our warranty for pre-owned items generally covers functional defects and does not cover cosmetic wear, battery degradation (unless specified), accidental damage, or software-related issues not directly tied to the hardware.

4. Refunds

• Refund Processing Time: For returns that qualify, we will process your refund within seven (7) calendar days of receiving the returned item(s) at our premises and after it has passed our inspection.
• Refund Method: Refunds will be issued via the original payment method used for the purchase (e.g., M-Pesa, Bank Transfer). If the original payment method is not available, we will arrange an alternative refund method.
• Shipping Costs:
  • If the return is due to our error (e.g., faulty, incorrect item, damaged in transit), we will refund the original shipping costs (if any) and cover the return shipping costs (or arrange for pickup).
  • If the return is due to a change of mind or an issue not caused by us, original shipping costs are non-refundable, and you will be responsible for the return shipping costs.

5. Exchanges

• Recommendation: We accept and highly recommend exchanges for qualifying returns. If you prefer an exchange for a different item or a different unit of the same item, please indicate this when initiating your return.
• Exchange Process: Once your returned item is received and inspected, we will process the exchange. If there is a price difference, we will either refund the difference or require additional payment before shipping the new item.
• Availability: Exchanges are subject to product availability. If the desired exchange item is not available, a refund will be processed instead.

6. Items Not Eligible for Return or Refund

• Items reported after the 30-day return period.
• Items without valid proof of purchase.
• Items not in their original condition (for new products) or with new damage not reported on receipt.
• Items with missing parts or accessories (unless specifically stated in the return request for faulty items).
• Opened software, digital downloads, or activated product keys.
• Items damaged due to misuse, neglect, accident, or unauthorized repair attempts.
• For hygiene reasons, certain opened personal care products.

7. Our Commitment

We are committed to transparent and fair return and refund practices. We will endeavor to resolve all return and refund requests promptly and efficiently. If you have any questions or concerns regarding this policy, please do not hesitate to contact our customer service team.

Contact Us:

For all return and refund inquiries, please reach out to us:

• Email: [email protected]
• Phone: +254 111 630 930

Thank you for shopping with Electronics Place!