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 depending on spare parts availability), OR
• Replace the device with a new unit if repair is not feasible, OR
• Issue store credit or refund if replacement is unavailable (at our discretion).

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 and keep you updated throughout.

4. Change of Mind Returns

Conditions for change of mind returns:

• Device must be in 100% resalable condition — original box undamaged, all accessories sealed, screen protector plastic still applied.
• Original receipt or proof of purchase is required.
• A 15% restocking fee may apply to cover handling and inventory costs.
• 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. This is because it can no longer be sold as new. Please be certain before opening your device.

Tip: You are welcome to inspect display units at our store to ensure you’re happy with the device before purchasing.

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.
• Please test your accessories as soon as you receive them.

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 of the incorrect item at no cost to you and deliver the correct item immediately.
• If the correct item is unavailable, a full refund will be processed.

6.2 Damaged in Transit

• If your package arrives visibly damaged, please:
• Take photos of the outer packaging and the damaged product
• Note the damage on the delivery receipt before signing (if possible)
• Contact us within 24 hours at 0740 247199 or support@naicomm.online
• We will arrange a replacement or refund promptly.

7. Refund Processing Timeline

Once your return is approved, refunds are processed as follows:

8. Non-Returnable Items

The following items cannot be returned or refunded except in cases of verified manufacturer defects:

• 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 — explicitly marked as non-returnable at time of purchase
• Gift cards — non-refundable
• Devices with physical damage — cracked screens, liquid damage, unauthorized repairs

9. How to Initiate a Return or Refund

Option A: Visit Our Store (Recommended)

Bring the item, original packaging, accessories, and proof of purchase to:

• Kimathi House, Upper Ground Floor, Shop 9
• Kimathi Street, Nairobi CBD
• Monday–Friday: 9:00 AM – 7:00 PM | Saturday: 9:30 AM – 7:00 PM

Option B: Call or WhatsApp

Call 0740 247199 to speak with our returns team. We will guide you through the process and advise on next steps.

Option C: Email

Send an email to returns@naicomm.online with:

• Your order number or receipt number
• Product name and model
• Clear description of the issue
• Photos or video (for damage/defects)

We aim to respond to all return inquiries within 2 hours during business hours.

10. Exceptions & Store Manager Discretion

We understand that unique situations arise. Our store manager has the discretion to make exceptions to this policy on a case-by-case basis — especially for loyal customers or genuine edge cases.

If you believe your situation warrants special consideration, please ask to speak with the manager at our Kimathi House store or request a call back from our customer relations team.

11. Questions? Contact Our Returns Team