Returns & Refunds

At Favorite Gadgets Kenya, your satisfaction is our priority. Whether you purchased a brand new iPhone, an Ex-UK Samsung Galaxy, or any premium device from our Kimathi Street store, we stand behind every sale. This Returns & Refunds policy outlines your rights, timeframes, and the simple process to request a return, exchange, or refund.

To be eligible for a return or refund, the following conditions must be met:

• Timeframe: You must initiate the return within 7 days from the date of purchase (in-store) or delivery (online orders).
• Condition of device: The item must be in the same condition as received – no physical damage, liquid damage, or unauthorized repairs. For brand new devices, the factory seal must be intact (unless a manufacturing defect is found). For Ex-UK devices, the device must be returned with all included accessories and without any new signs of user damage.
• Proof of purchase: Original receipt, warranty card, or M-Pesa transaction record is required.
• Non-returnable items: Screen protectors, opened earbuds, and custom-order accessories are not eligible for return unless defective.

We encourage you to thoroughly test your device within the first 7 days. During this period:

• If you discover a hardware or software fault (e.g., display issues, battery draining faster than advertised, camera malfunction), we will offer a free repair, replacement, or full refund.
• For change of mind – if you simply don’t like the device – we accept returns subject to a 10% restocking fee (only if the device is in mint, resalable condition with all packaging). Brand new sealed units: no restocking fee if seal intact.
• Ex-UK devices: battery health is guaranteed at 85%+ as stated; if it falls below 85% within 7 days, we replace the battery free of charge or offer a refund.

All iPhones and Samsung phones sold by Favorite Gadgets Kenya come with a full 12-month warranty covering manufacturer defects. This warranty is valid from the purchase date and includes:

• Defective motherboard, battery (non-consumable failure), charging port, speakers, and other internal components.
• Software issues that are not user-induced (e.g., boot loops, iCloud lock not related to user).
• Ex-UK devices: Warranty covers parts and labour; we maintain a dedicated service centre for fast turnaround.

What is NOT covered: Physical damage (cracked screen, water damage), unauthorised repairs, lost devices, or accessories like chargers/cables (wear and tear).

Once we receive and inspect your returned device, we will notify you of the approval or rejection of your refund. If approved:

• Refund method: Same as original payment (M-Pesa, bank transfer, or cash for in-store purchases).
• Processing time: Refunds are processed within 5 business days after approval. M-Pesa refunds are instant, bank transfers may take 2-3 extra days.
• Partial refunds: May be granted for items with missing accessories or minor wear that affects resale value (e.g., missing box or charger).

Because our Ex-UK iPhones and Samsung phones are premium pre-owned units, we provide extra clarity:

• Each Ex-UK device is graded (Excellent / Pristine) and comes with a detailed condition report. If the device arrives with any undisclosed cosmetic damage, we will offer a full refund or partial compensation.
• Battery health is guaranteed at minimum 85% for iPhones and 80% for Samsung (or as stated on listing). If the battery fails to meet this threshold within 7 days, you are entitled to a free battery replacement or refund.
• Ex-UK devices are unlocked and compatible with all Kenyan networks (Safaricom, Airtel, Telkom). If a network lock is discovered, we will unlock it free or replace the device.

Follow these simple steps to start your return or warranty claim:

1. Contact us within the eligible period via phone, WhatsApp, or email (details below). Provide your order number / receipt ID and reason for return.
2. Bring or send the device to our Kimathi Street store (Corner House, Nairobi). For customers outside Nairobi, we can arrange a courier at your cost (or we may cover it if the device is faulty).
3. Our technician will inspect the device within 24-48 hours and give a verdict.
4. If approved, we will process your refund or exchange immediately.

Cancellations: If you change your mind before your order is shipped (for online purchases), you may cancel within 2 hours for a full refund. For in-store purchases, cancellations are treated as returns under the 7-day policy.
Exchanges: You may exchange a device for a different model (e.g., switch from iPhone 14 to Samsung S23) within 7 days, provided the device is in original condition. Any price difference will be adjusted.

If the return is due to a defect or our error (e.g., wrong item shipped), we will cover all shipping costs. For change of mind returns, you are responsible for the cost of returning the device to our store. We recommend using a trackable shipping method.

Favorite Gadgets Kenya reserves the right to update this policy. Any changes will be posted on this page and in our store. This policy is governed by the laws of Kenya.