Our Terms of Service
Scope: Consumer Protection Aligned (Kenya)
Welcome to Naicomm Online. These Terms and Conditions govern your use of our products, services, and physical store located at Kimathi House, Upper Ground Floor, Shop 9, Kimathi Street, Nairobi CBD. By making a purchase or interacting with us, you acknowledge that you have read, understood, and agree to be bound by these terms.
1. Business Information
Naicomm Online is a registered mobile phone and electronics accessories retailer operating in Nairobi, Kenya. Our registered physical point of presence is detailed below:
2. Products & Authenticity Guarantee
Naicomm Online specializes in mobile devices and accessories from leading global brands including iPhone, Samsung, Tecno, Infinix, Nokia, Oppo, Realme, Itel, and others. We supply both brand-new items and premium graded pre-owned (Ex-UK/US) hardware devices.
2.1 Hardware Integrity & Authenticity
We guarantee that all components, devices, and accessories sold at our Kimathi House store are genuine products of their respective manufacturers. We do not sell counterfeit stock, nor do we pass off refurbished or parallel-imported items as locally customized brand-new distribution stock.
🏅 Authenticity Promise: If any device purchased from us is confirmed to be counterfeit or non-genuine by an official brand diagnostics report or an authorized brand service center within the warranty period, we will provide a full refund plus 20% financial compensation to the customer.
2.2 Product Availability
All products are subject to availability. While we strive to maintain accurate stock records at our physical store, we recommend calling ahead on 0740 247199 to confirm availability before visiting.
2.3 Pricing Framework
Prices are clearly displayed at our store and on our communication channels. We reserve the right to modify prices without notice, though confirmed purchases will be honored at the agreed price.
3. Warranty Policy
All devices purchased from Naicomm Online come with manufacturer or store-backed coverage unless explicitly stated otherwise. Our structured warranty terms include:
| Product Category |
Warranty Period |
Coverage Specifications |
| New Smartphones |
12 months |
Manufacturer defects (hardware, battery system, logic components) |
| Used (EX UK/US) Devices |
6 months |
Inherent hardware defects and battery performance thresholds |
| Feature Phones |
6 months |
Manufacturer defects |
| Accessories (Chargers, Cables) |
3 months |
Functional defects |
| Audio (AirPods, Headphones) |
6 months |
Battery runtime dropoffs and internal speaker defects |
| Smartwatches |
6 months |
Hardware and sensor defects |
Warranty Exclusions: Physical damage incurred after purchase (cracked screens, internal matrix bleeding, liquid entry, or moisture corrosion), unauthorized third-party repairs, regular battery wear and tear, lost or stolen devices, and accessories showing cosmetic wear. To file a claim, visit Kimathi House, Shop 9 with your original purchase receipt.
4. Sales, Returns & Refunds
4.1 Change of Mind Policy
We do not offer refunds for a change of mind once a device has been unboxed and activated. However, if you change your mind within 24 hours of purchase and the device remains in its completely sealed, unopened original packaging alongside the physical receipt, we may offer a store credit or exchange at our discretion.
4.2 Inherent Manufacturing Defects
In accordance with the Consumer Protection Act of Kenya, if you discover an inherent manufacturing defect (faulty out of the box) within 7 days of purchase, please return the item to our store. We will provide an immediate replacement with an identical unit if stock allows, or process a full refund.
4.3 Refund Timelines
Approved refunds will be processed within 5–7 business days via the original payment channel. In-store M-Pesa reversals are typically instant once authorized by management.
Store Credit: At our discretion, we may issue store credit which never expires and remains fully valid toward any future device or accessory upgrade purchase at our Kimathi House retail showroom.
5. Payment Terms
We support and accept the following verified standard payment methods inside our physical retail showroom:
- M-Pesa Safaricom: Official verified Buy Goods Till Number / Paybill issued directly at our payment desks.
- Visa / Mastercard: Processed instantly via our merchant POS point-of-sale banking terminal hardware.
- Hard Cash: Legal tender Kenyan Shillings (KES) banknotes only.
- Direct Bank Transfer (RTGS): Available for volume wholesale acquisitions (requires full clearing validation before stock release).
⚠️ Full transaction value clearance is strictly mandatory before any factory-sealed box is opened, initialized, or signed over to the buyer.
6. Store Visit & In-Person Policies
6.1 Retail Operating Hours
- Monday – Friday: 9:00 AM – 7:00 PM
- Saturday: 9:30 AM – 6:00 PM
- Sunday & Public Holidays: Closed (Exceptional closures communicated via channels)
6.2 Device Integrity Testing
Customers are invited to test dedicated physical store display units before completing their purchase. Because a factory-sealed unit cannot be resold as brand-new once opened, we ask for confirmation of choice before breaking factory retail stickers.
6.3 Safety & On-Site Conduct
For the safety of our customers and staff, our Kimathi House showroom is under continuous 24/7 CCTV surveillance. We maintain a zero-tolerance policy for abusive, deceptive, or threatening behavior, and reserve the right to refuse service or entry to protect our team.
7. Limitation of Liability
To the maximum extent permitted under Kenyan consumer protection law, Naicomm Online shall not be liable for any indirect, incidental, or consequential damages (such as loss of personal data or loss of business profit) resulting from device downtime. Our financial liability for direct product failures is limited to repairing the item, replacing the item, or issuing a refund up to the original purchase price, except where gross statutory liability applies under local laws.
8. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Kenya, specifically the Magistrates’ Court or High Court in Nairobi.
9. Contact Us & Dispute Resolution
If you have questions or complaints regarding these Terms and Conditions, please contact our support desk:
Complaints Intake: complaints@naicommonline.com
Store Manager Line: 0740 247199
Physical Address: Kimathi House, Upper Ground Floor, Shop 9, Kimathi Street, Nairobi CBD, Kenya
We aim to formally log, investigate, and resolve all submitted consumer complaints within 48 business hours.
By making a purchase at Naicomm Online — whether at our Kimathi House store or via remote phone/email — you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
