Returns and Refunds Policy

Returns and Refunds Policy

At IT Accessories, your satisfaction is our priority. We are committed to offering a fair, transparent, and customer-focused returns and refunds process, in line with Kenyan consumer protection laws and best industry practices.

For reference, this policy is published online and is effective immediately.

Countries & Coverage

Applicable Country: Kenya

This Returns & Refunds Policy applies only to purchases made within Kenya.

This ensures clarity that our policy is valid only for purchases in Kenya, aligning with local consumer law and logistics capabilities.

Return of Goods

You may return a product only in accordance with this policy. IT Accessories will not be liable for products returned without authorization, or for goods that are lost, damaged, altered, or improperly packaged.

2.1 Return Authorization (RMA)

  • All returns require prior approval.
  • Customers must contact IT Accessories to obtain a Return Material Authorization (RMA) number.
  • Returns sent without an authorized RMA number will not be accepted.

The RMA system ensures we can track and manage returns efficiently, reducing delays and disputes.

2.2 Return Conditions

  • Only defective products are eligible for return.
  • Products must be in original or equivalent packaging and in resalable condition.

Customers are responsible for:

  • Return shipping and handling costs.
  • Risk of loss or damage during return transit.

This protects product quality and ensures that items remain in a resalable condition, while clearly assigning responsibility for shipping.

2.3 Restocking Fees

A restocking fee (up to 50%) or partial refund may apply in the following cases:

  • Opened packages.
  • Incomplete items.
  • Products purchased under bundles, promotions, or special pricing.

Restocking fees cover inspection, repackaging, and administrative costs for items that cannot be resold as new.

Exchanges

Exchanges are accepted in line with this policy. Products approved for exchange must be:

  • Defective or damaged upon delivery, or
  • Incorrectly supplied items.

Exchanges will be processed only after verification and approval by IT Accessories.

Exchanges provide customers with a replacement product when there is a genuine supply or quality issue.

Oversized Product Returns (e.g., Cabinets, Racks)

Customers must contact IT Accessories to arrange collection by an authorized carrier appointed by us.

Only undamaged products, as certified by the carrier, will be accepted.

If goods are returned damaged, they will be returned to the customer at their cost.

Oversized products require specialized handling. Using authorized carriers reduces damage risk and ensures accountability.

Refunds & Disputes

5.1 Eligible Refund Cases

Refunds will be approved in the following situations:

  • Order cancellation before dispatch.
  • Receipt of incorrect items.
  • Out-of-stock or unavailable products after payment.

5.2 Dispute Timeframe

Any concerns or disputes must be reported within 5 business days of receiving your order.

5.3 Refund Processing

  • Approved refunds will be processed within 14 business days.
  • Refunds will be credited to the original payment method (e.g., M-Pesa, debit/credit card, bank transfer).

Refund timelines ensure customers get timely resolutions, while the 5-day dispute window prevents long delays in reporting issues.

Policy Updates

IT Accessories reserves the right to amend this Returns & Refunds Policy at any time. Updates take effect once published on our website. Continued use of our services constitutes acceptance of the revised terms.

This clause allows us to adapt policies to changing regulations, technologies, and customer needs.

Contact IT Accessories

We’re here to help with any questions regarding returns, refunds, or exchanges.

Email: sales@itaccessories.co.ke
Phone/WhatsApp: +254 (0) 722 359 371

Physical Address:
IT Accessories
Town House, 4th Floor, Room 406
Kaunda Street, Nairobi CBD, Kenya