Refund & Return Policy

At Naicomm Online, your satisfaction matters. This Refund & Return Policy outlines your rights and our obligations when you need to return a product purchased from our Kimathi House store or via our delivery services. We strive to be fair, transparent, and customer-friendly while protecting the integrity of our products.

1. Quick Reference Guide

Use this table to quickly understand our policy for different scenarios:

* Terms and conditions apply — see detailed sections below.

2. Dead on Arrival (DOA) Policy

If your device is completely non-functional out of the box (will not power on, screen remains black, cannot complete setup), please contact us immediately.

2.1 What We Offer for DOA:

• Immediate replacement with the same model (if stock is available).
• Full refund to your original payment method if replacement is not available or you prefer a refund.
• Upgrade option: You may choose a different model and pay the difference, or receive a refund if the alternative is cheaper.

2.2 DOA Process:

1. Call us at 0740 247199 or visit Kimathi House, Shop 9 within 48 hours.
2. Bring the device, original box, accessories, and proof of purchase.
3. Our technician will verify the issue (typically takes 5–10 minutes).
4. Once confirmed, we process your replacement or refund immediately.

3. Warranty Returns — Manufacturer Defects

All devices purchased from Naicomm Online come with a manufacturer's warranty against defects in materials and workmanship.

3.1 Warranty Return Process:

1. Visit our store at Kimathi House, Upper Ground Floor, Shop 9 with your device and original receipt.
2. Our technician will inspect the device and diagnose the issue (15–30 minutes).
3. If covered under warranty, we will:
   • Repair the device (typical turnaround: 3–7 business days), OR
   • Replace the device with a new unit if repair is not feasible, OR
   • Issue store credit or refund if replacement is unavailable.

Note: For brands like iPhone and Samsung, some warranty claims may require sending the device to an authorized service center. We handle this process on your behalf.

4. Change of Mind Returns

Conditions for change of mind returns:

• Device must be in 100% resalable condition — original box undamaged, all accessories sealed.
• Original receipt or proof of purchase is required.
• A 15% restocking fee may apply.
• No cash refunds for change of mind — store credit or exchange only.

Opened or Activated Devices: Once a device is unboxed, powered on, or has the screen protector removed, it cannot be returned for change of mind.

5. Accessories Returns

Accessories (chargers, cables, cases, screen protectors, power banks, earphones) have a 7-day return window from the date of purchase.

5.1 Defective Accessories:

• If an accessory is faulty, we offer immediate replacement or refund.

5.2 Change of Mind on Accessories:

• Accessories in original, undamaged packaging may be returned within 7 days for store credit or exchange.
• Screen protectors are non-returnable once opened or applied.
• Personal audio items (earbuds, headphones) are non-returnable for hygiene reasons if opened.

6. Incorrect or Damaged Shipments

6.1 Wrong Item Delivered

• If you receive a different product than what you ordered, please notify us within 48 hours of delivery. We will arrange pickup and deliver the correct item at no cost.

6.2 Damaged in Transit

• If your package arrives visibly damaged, take photos and contact us within 24 hours at 0740 247199 or support@naicomm.online

7. Refund Processing Timeline

8. Non-Returnable Items

• Opened/activated smartphones and tablets — once unboxed and powered on
• Screen protectors — once opened or applied
• Personal audio devices — earphones, earbuds, headphones (hygiene reasons)
• Clearance or "Final Sale" items — marked as non-returnable
• Gift cards — non-refundable
• Devices with physical damage — cracked screens, liquid damage

9. How to Initiate a Return or Refund

Visit Our Store (Recommended)

Kimathi House, Upper Ground Floor, Shop 9
Kimathi Street, Nairobi CBD
Monday–Saturday: 9:00 AM – 7:00 PM

Call or WhatsApp

0740 247199 — Speak with our returns team.

Email

returns@naicomm.online — Include order number, product name, issue description, and photos/videos if applicable.