Returns & Refund Policy

At ShopHisense.co.ke, we want our customers to receive the correct products in good working condition. We therefore provide a 24-hour grace period for eligible returns and exchanges.

Please read the following policy carefully before making a purchase.

24-Hour Return & Exchange Period

Customers have 24 hours from the time of delivery to report a product that is faulty, damaged, dysfunctional, or not as described.

During this 24-hour period, you may be eligible for a replacement, exchange or refund, subject to inspection and approval.

Valid Reasons for a Return or Exchange

A return, exchange or refund may be considered where:

• The product is faulty or not functioning properly upon delivery.
• The product was damaged at the time of delivery.
• The product is not working as described.
• The product delivered is different from the product ordered.
• The product does not match the description stated on ShopHisense.co.ke.

Customers should contact us as soon as possible after identifying an issue and, where requested, provide photographs or videos showing the problem.

Change of Mind Returns

We do not accept returns simply because a customer has changed their mind, wants to purchase a different product, or has found the product at another shop.

This is because certain electronics and appliances cannot be resold as new once they have been opened, installed, used or unsealed.

A return must therefore have a valid reason covered by this policy.

After the 24-Hour Period

Once the 24-hour return period has expired, we generally cannot accept the product as a return for a refund or exchange.

However, if the product develops a fault after the 24-hour period, it remains covered by the applicable 2-year warranty.

In such cases, we will guide the customer through the appropriate warranty process and, where applicable, the product may be referred to the manufacturer or an authorised service centre for inspection and repair.

Condition of Items Returned

For a return, refund or exchange to be considered, the product must be returned in the same condition in which it was delivered, subject to the nature of the reported fault.

Where applicable, the product should include:

• Original packaging
• Accessories
• Manuals
• Tags and labels
• Remote controls
• Cables and power accessories
• Freebies supplied with the product
• Other items originally included with the purchase

Sealed Products

If a product was supplied sealed and the seal has been broken, it may not be eligible for return unless the return is due to a confirmed manufacturing fault, damage or an incorrect product being delivered.

Products that have been opened, installed or used may be subject to inspection before a replacement or other remedy is approved.

Inspection Before Replacement or Refund

A replacement, exchange or refund is not automatic.

The product must first be returned and inspected by our team to establish that:

• The reported fault or issue exists.
• The product corresponds to the item purchased.
• The product has not been deliberately damaged or tampered with.
• The issue is covered by this returns policy.

Once the inspection has been completed and the return approved, we will advise the customer on the applicable replacement, exchange or refund process.

How to Report a Return

If you receive a product that is faulty, damaged, dysfunctional or different from what you ordered, contact us within 24 hours of delivery.

Please provide your order or purchase details and explain the issue. We may also request photographs or videos to help us assess the problem before arranging the return.

Returning Products From Outside Nairobi

Customers located outside Nairobi who are required to return an eligible product may send it to our Nairobi office using G4S or another agreed delivery method.

Return Address

To: ShopHisense.co.ke / Overtech Marketplace
Phone: 0717 885 885
Location: Norwich Union House, Mama Ngina Street, 4th Floor, Office 13, CBD, Nairobi

Please contact us before sending a product back so that we can confirm the return process and provide any necessary instructions.

Important Notice

Customers are encouraged to inspect their products as soon as possible after delivery and report any issue within 24 hours.

Returns and exchanges are only accepted for valid reasons covered by this policy. After the 24-hour period, product faults are handled through the applicable manufacturer warranty and authorised service process.

Customer Support

If you have questions about a return, exchange, refund or warranty claim, please contact our customer support team for assistance.

ShopHisense.co.ke — Shop with confidence.