Refund & Return Policy

1. Scope and Business Identity

This policy applies to eligible products purchased directly from Naicomm Online through our website or physical store in Kenya. The 14-day period begins on the date the customer or their authorised representative receives the product.

The 14-day return-request period is separate from the applicable product warranty. Nothing in this policy limits rights or remedies available under applicable Kenyan consumer law.

2. Order Cancellations

You may request cancellation before dispatch by contacting us immediately with your order number. If the order has already been handed to a rider or courier, the return process and any applicable change-of-mind transport cost will apply.

If Naicomm Online cannot supply the ordered product, we will offer an agreed replacement, a revised delivery date or a full refund.

3. Returns We Accept

Change-of-mind returns

A customer may request a return within 14 calendar days when they no longer want an eligible product, provided it satisfies the relevant condition requirements below.

Faulty, damaged, incorrect or misdescribed products

Contact us promptly if a product arrives damaged, develops a fault, is materially different from its description or is not the product ordered. We will inspect it and provide an appropriate remedy, which may include repair, replacement or refund depending on the circumstances and applicable law.

4. Product Condition Requirements

Every return must be the same product supplied by Naicomm Online. We verify its serial number, IMEI and identifying marks against our sales records.

Brand-new and factory-sealed products

• For a change-of-mind return, the manufacturer seal must remain intact and the product must be unused.
• If Naicomm Online opened a seal before sale for inspection, setup or demonstration, the product must be returned in the same condition recorded at handover.
• An opened product may still qualify where it is faulty, damaged, incorrect, misdescribed or otherwise protected by applicable law.

Renewed, refurbished, pre-owned and open-box products

• The product may be tested only as reasonably necessary to inspect its basic functions.
• It must be returned in the same physical and functional condition in which it was supplied, allowing for conditions already disclosed at sale.
• It must not have new dents, cracks, deep scratches, liquid exposure or other customer-caused damage.

All returned products

• Include the original box, supplied accessories, manuals, promotional items and proof of purchase.
• Remove SIM and memory cards. Sign out of iCloud, Google, Samsung and other accounts; disable tracking and activation locks; and remove passwords.
• Back up personal information before returning a device. Inspection may require a reset or data erasure.
• Do not alter identifying numbers, open the device, replace parts, root or jailbreak it, or arrange an unauthorised repair before assessment.

5. When a Change-of-Mind Return May Be Declined

A non-defective change-of-mind return may be declined if:

• The request is made after the 14-day period.
• A new factory seal was opened by the customer.
• The product has customer-caused damage, misuse, liquid exposure or excessive wear.
• The serial number, IMEI, security seal or identifying mark does not match our record or has been altered.
• Parts or accessories have been removed, exchanged or replaced.
• The device remains linked to an account, password, finance restriction or activation lock controlled by the customer.
• The product was opened, modified or repaired by an unauthorised third party.
• Earphones, earbuds or another hygiene-sensitive sealed accessory was opened, unless it is faulty.

6. How to Request a Return

1. Contact us within the applicable period using WhatsApp, phone or email.
2. Provide your name, order or receipt number, product details and reason for returning it.
3. For a fault or delivery issue, describe the problem and provide available supporting photos or video where practical.
4. Wait for return instructions and a return reference before sending the product.
5. Pack the complete product securely and return it in-store or through the agreed delivery method.

Do not send a cash-on-delivery return or an unapproved parcel. Naicomm Online is not responsible for an unapproved shipment sent to the wrong address or without adequate packaging.

7. Return Transport and Fees

• Change of mind: The customer is responsible for the return transport cost and safe delivery to our store. The original delivery fee is not refundable once the delivery service is completed, except where required by law.
• Confirmed fault, delivery damage or incorrect product: Naicomm Online will arrange or reimburse a reasonable return cost using the agreed method. Contact us before paying for return transport.
• Restocking fee: We do not charge a restocking fee for an eligible return. A product that does not satisfy the change-of-mind conditions may be declined and returned to the customer.

8. Inspection and Product Verification

Receiving a returned product does not by itself confirm approval. We normally inspect it within three business days to verify its identity, condition, accessories, account-lock status and reported fault.

If we believe the product was damaged, altered, parts-swapped or misused after delivery, we will explain the inspection result and available next step. We may request further information or an independent technical assessment where reasonably necessary.

9. Refunds and Exchanges

Once an eligible refund is approved, Naicomm Online processes it within 10 business days, using the original payment method where practical. A bank or payment provider may require additional time before the funds appear.

For M-Pesa or bank refunds, the receiving account must be verified as belonging to the purchaser or otherwise authorised by the purchaser. Delivery, transaction or third-party finance charges already incurred are handled according to the reason for return and applicable law.

An exchange is subject to stock availability. If the replacement costs more, the customer pays the difference. If it costs less, we refund the approved difference.

10. Warranty and Customer-Caused Damage

After the 14-day return-request period, an eligible defect may still be handled under the applicable warranty or consumer law. The warranty provider and complete terms for an individual product are stated on its product page, quotation, receipt or warranty document.

Accessories and other products: Coverage varies and is stated on the relevant product page, quotation, receipt or warranty document.

Warranty or defect remedies generally do not cover damage caused after delivery by impact, liquid, misuse, improper charging, power surge, malware, unauthorised repair or modification. We assess the reported cause before making a decision.

11. Contact and Return Location

Naicomm Online
Affiliated with NAICOM Communications Ltd
Kimathi House, Upper Ground Floor, Shop 9
Kimathi Street, opposite KCB ATM
Nairobi CBD, Kenya

Phone and WhatsApp: +254 740 247199
Email: info@naicommonline.com

Regular shop hours: Monday–Friday, 9:00 AM–7:00 PM; Saturday, 9:30 AM–6:00 PM. Closed on Sundays. Contact us before visiting on a public holiday.