Returns and Refund Policy

Returns and Refund Policy for AmayaKenya.com

At AmayaKenya.com, we are dedicated to providing high-quality electronics and ensuring customer satisfaction. If you are not completely satisfied with your purchase, we are here to assist you. This Returns and Refund Policy outlines the process for returning items and obtaining refunds for electronics purchased from our website, including those with a 365-day warranty.

1. Return Eligibility

You may return electronics purchased from AmayaKenya.com if they meet the following criteria:

  • The item is in its original condition, unused, and undamaged, including all original packaging, accessories, and manuals.
  • The item is accompanied by the original invoice or proof of purchase.
  • Refund requests must be filed within 7 days from the date of delivery.

2. Refund Policy

  • Products Not Yet Shipped: If the product has not left the AmayaKenya.com warehouse, you are eligible for a 100% refund of the purchase price.

  • Products Already Shipped: If the product has left the warehouse and you file for a refund, the refund will be issued less the shipping fee.

3. Refund Initiation Process

To initiate a refund, please follow these steps:

  1. Contact Customer Care: Reach out to our customer service team at [Insert Contact Information].
  2. Provide Required Information:
    • Mpesa Number: The number associated with your Mpesa account.
    • Name: The name of the account holder to receive the payment.
    • Order Number: Your unique order number for reference.

Payment for refunds is processed weekly on every Friday for the previous week’s refunds. Kindly be patient with us as we strive to serve you.

4. Exchange Policy

Exchanges are acceptable for genuine cases, such as:

  • Faulty Products: If the product is defective or not functioning as intended.
  • Wrong Item Received: If the item received is not what you ordered.

To request an exchange, please file your request within 24 hours from the time of delivery by contacting our customer service team.

5. Non-Returnable Items

The following items are non-returnable:

  • Opened or used electronic products, unless they are defective or malfunctioning.

  • Items without original packaging or missing accessories. Original packaging refers to the product’s original brand packaging, which must be in a sellable condition.

Note: Any defects or malfunctions must be reported within 24 hours from the delivery date.

6. 365-Day Warranty

For products that come with a 365-day warranty, you can enjoy peace of mind knowing that we stand behind the quality of our items. If your product develops a defect during the warranty period, you can initiate a warranty claim by:

  1. Contacting Us: Reach out to our customer service team (contact details provided at the end of this page) within the warranty period to report the defect.

  2. Providing Details: You will need to provide full details about the defect, your order information, and a copy of the original purchase receipt issued during delivery.

  3. Returning the Product: We may request that you return the product for inspection at customer’s delivery cost.

Important Notes:

  • The malfunction must not be caused by normal wear and tear or human interference (such as misuse, physical damage, or unauthorized repairs).

  • All original accessories and components must be returned with the product in a sellable condition.

  • Warranty claims submitted without the original purchase receipt will not be processed.

7. Return Process

To initiate a return for a non-warranty item, please follow these steps:

  1. Contact Us: Reach out to our customer service team to inform us of your intention to return an item.
  2. Receive Return Instructions: We will provide you with detailed instructions, including the return address and any required forms.
  3. Package the Item: Carefully repackage the item in its original packaging, ensuring all components, accessories, and manuals are included.
  4. Ship the Item: Send the item to the designated return address. You are responsible for the shipping costs associated with returning the item unless the return is due to a mistake on our part (e.g., wrong or defective item).

8. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed as follows:

  • Payment Method: Refunds will be issued to the original payment method used at the time of purchase Mpesa, credit/debit card.
  • Processing Time: Please allow up to 7-10 business days for the refund to reflect in your account after approval.

9. Customer Support

If you have any questions or need assistance regarding our Returns and Refund Policy, please contact our customer service team at:

  • Email: info@amaya.group
  • Phone: +254 715 586925
  • Address: 4th Floor, Tetezi Towers, George Padmore road

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