PhoneCare — Return & Refund Policy

At PhoneCare, we want you to be fully satisfied with your purchase. Please read this policy carefully before buying, as it explains what can and cannot be returned, and how refunds are handled.

1. Phones

All phone sales are final. We do not accept returns or exchanges on phones once they have been purchased and have left our premises. We strongly encourage customers to thoroughly inspect and test their phone in-store, or immediately upon delivery, before completing the purchase.

This does not affect your rights regarding manufacturer warranty claims for genuine defects — see Section 4 (Warranty Claims) below.

2. Accessories, Laptops & Power Stations

We offer a 5-day return window, counted from the date of purchase, for the following categories:

• Accessories (chargers, cables, earphones, cases, screen protectors, etc.)
• Laptops
• Power stations

2.1 Conditions for Return

To be eligible for a return within the 5-day window, the item must:

• Be unused, in its original condition, and free from damage
• Include all original packaging, accessories, manuals, and free items that came with it
• Be accompanied by proof of purchase (receipt or invoice)
• Not be a product explicitly marked as non-returnable or final sale

2.2 Non-Returnable Situations

Returns will not be accepted if:

• The 5-day window has elapsed
• The item shows signs of use, tampering, or damage not present at the time of purchase
• Original packaging or accessories are missing
• Proof of purchase cannot be provided

3. Refunds

Once a return is received and inspected, we will notify you of the approval status.

Approved refunds are processed within 5 days and paid out via M-Pesa or bank transfer, at the customer's preference.

4. Warranty Claims

Items with manufacturer defects may be eligible for repair or replacement under warranty, separate from this return policy. Please contact us with your proof of purchase to initiate a warranty claim.

5. How to Initiate a Return

To start a return within the eligible 5-day window:

• Contact us using the details below with your order or receipt details
• Describe the reason for the return
• Bring the item to our store, or arrange for pickup where applicable

6. Contact Us

PhoneCare Two Rivers Mall, Off Limuru Road, Nairobi, Kenya Phone: +254 706 617431 Email: info@phonecare.co.ke 

Website: phonecare.co.ke

For any questions regarding this policy, please reach out to us via the contact details above.