Terms & Conditions

Scope of These Terms

These Terms and Conditions apply when you browse naicommonline.com, contact Naicomm Online, place an order, receive a delivery, collect an order or purchase from our physical store. By completing a purchase, you agree to the terms disclosed for that transaction.

Nothing in these Terms removes or limits any right or remedy that cannot lawfully be removed or limited under applicable Kenyan consumer law.

1. Business Information

Naicomm Online is the customer-facing name used for this retail business and is affiliated with NAICOM Communications Ltd, a company registered in Kenya. We sell mobile phones, electronics and accessories online and from our Nairobi CBD store.

2. Products, Condition and Availability

2.1 Product condition

Depending on the individual listing, a product may be brand new, renewed, refurbished, pre-owned, open-box or imported. The applicable condition will be stated on the product page, quotation, receipt or other sales document. Customers should review the condition disclosure before purchasing.

2.2 Descriptions and images

We aim to provide accurate product titles, specifications, condition details, images and prices. Images may be illustrative, and colour or appearance may vary slightly by screen or product batch. If we identify a material listing error before fulfilment, we will contact the customer to confirm the correct information, offer an agreed alternative or refund an amount already paid.

2.3 Authenticity

We do not knowingly sell counterfeit products. Brand names and trademarks belong to their respective owners. If a customer raises a genuine authenticity concern, we will assess the product and available supporting information and provide an appropriate remedy where required.

2.4 Availability

All products are subject to stock availability. An item appearing on the website does not guarantee that it remains available. Customers may contact us on 0740 247199 to confirm stock before travelling to the store.

3. Prices, Orders and Payments

3.1 Prices

Prices are displayed in Kenyan shillings unless stated otherwise. Prices may change before an order is accepted. Once we accept an order and confirm its price, we will honour that confirmed price unless an obvious pricing or listing error is promptly explained to the customer.

3.2 Order acceptance

An order is accepted after Naicomm Online confirms the product, condition, price, payment and fulfilment arrangement. An automated website acknowledgement does not by itself guarantee stock availability. If we cannot supply an accepted and paid order, we will offer an agreed replacement, a revised fulfilment date or a full refund.

3.3 Payments and financing

Available payment methods are displayed at checkout or confirmed by our team for assisted and in-store orders. Customers should use only payment details provided through our official checkout or verified customer-service channels.

Where third-party financing or an instalment option is available, eligibility, deposit, repayment period, charges and approval are governed by the terms disclosed for that specific arrangement. Financing is not automatically available for every customer or product.

4. Device Warranty and Fault Claims

Eligible devices purchased from Naicomm Online include the warranty periods below. The provider and full coverage applicable to the individual product will be stated on the product page, quotation, receipt or warranty document.

Accessories and other products: The applicable warranty, if any, is the period stated on the relevant product page, receipt or warranty document. Warranty service may be provided by the manufacturer, supplier or Naicomm Online, as disclosed for the particular product.

4.1 How to make a warranty or fault claim

Contact us with proof of purchase, product details and a description of the problem. We may inspect or test the product, verify its serial number or IMEI and request a reasonable technical assessment before confirming a remedy. Depending on the product, circumstances and applicable law, a remedy may include repair, replacement or refund.

4.2 Warranty exclusions

Warranty coverage generally does not apply to damage caused after delivery by impact, liquid, misuse, improper charging, power surge, malware, unauthorised repair, modification, rooting, jailbreaking or alteration of identifying numbers. Normal battery and cosmetic wear may also fall outside warranty coverage unless the applicable warranty says otherwise.

5. Delivery and Store Collection

Delivery charges, available methods and estimated timelines are shown or agreed before payment. Current estimated delivery times for in-stock and confirmed orders are:

• Nairobi CBD and Greater Nairobi: within 24 hours, excluding Sundays.
• Major regional towns: 1–2 delivery days.
• Remote counties and special deliveries: 2–3 delivery days.

The normal order cut-off is 4:30 PM from Monday to Saturday. A 3:00 PM cut-off applies on public holidays falling from Monday to Saturday. We do not normally process or deliver orders on Sundays. Delivery estimates may be affected by stock confirmation, payment verification, courier operations, weather or other events outside our reasonable control.

Store collection is free after the order is confirmed as ready. Full delivery areas, charges and procedures are available in our Shipping & Delivery Policy .

6. Cancellations, Returns and Refunds

6.1 Order cancellations

A customer may request cancellation before dispatch by contacting us immediately with the order number. If the order has already been handed to a rider or courier, the applicable return procedure and transport costs will apply.

6.2 Fourteen-day return requests

A customer may request an eligible return within 14 calendar days after delivery or store collection. The product must satisfy the relevant condition, identity, accessory, packaging and proof-of-purchase requirements in our Refund & Return Policy.

6.3 Change-of-mind returns

For an eligible change-of-mind return, the customer pays the return transport cost and is responsible for safe delivery to our store. The original delivery charge is generally not refundable after the delivery service has been completed, except where required by law. A factory-sealed product must remain sealed and unused for a change-of-mind return.

6.4 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 item ordered. After confirming the return arrangement, Naicomm Online will arrange or reimburse a reasonable return cost using the agreed method. Photos or an unboxing video may help us investigate, but an unboxing video is not compulsory and its absence does not automatically invalidate a genuine claim.

6.5 Inspection, fees and refund timing

Receiving a returned product does not by itself confirm approval. We normally inspect it within three business days. We do not charge a restocking fee for an eligible return. Once an eligible refund is approved, we process it within 10 business days using the original payment method where practical. A bank, mobile-money provider or payment processor may need additional time before the funds appear.

7. Store Purchases, Collection and Customer Data

7.1 Regular store hours

• Monday–Friday: 9:00 AM–7:00 PM.
• Saturday: 9:30 AM–6:00 PM.
• Sunday: Closed.

Public-holiday collection hours may vary. Contact us before visiting on a public holiday.

7.2 Product inspection

Customers may inspect or test a product where reasonably possible before completing an in-store purchase. For sealed products, customers should confirm the model, colour, capacity and condition before authorising us to open the seal.

7.3 Personal data on devices

Before returning a device, back up personal information, remove SIM and memory cards, sign out of personal accounts, disable device tracking or activation locks and remove passwords. Personal information provided through our website is handled according to our Privacy Policy and applicable law.

8. Responsibility and Applicable Law

Nothing in these Terms excludes or limits liability or consumer rights that cannot lawfully be excluded or limited. Subject to those rights, Naicomm Online is not responsible for indirect losses that were not reasonably foreseeable when the transaction was made, or for delays caused by events outside our reasonable control.

These Terms are governed by the laws of the Republic of Kenya. We encourage customers to contact us first so that a complaint can be investigated and resolved fairly. If a dispute cannot be resolved directly, either party may use any lawful dispute-resolution process or court with proper jurisdiction in Kenya.