Returns & Refund

Return & Refund Policy

Return & Refund Policy

Last Updated 10th November 2023.

Return Policy

We accept returns in Kenya.

Return Window

You can return the product you bought within 15 days after it is delivered to you. But no extra time during holidays. Sending products from anywhere in Kenya to our office usually takes just one day. If you need more time for a very special reason, tell us in an email, subject to approval with evidence: EMAIL

returns@techhaven.co.ke

How to Return Products

You can return products in-store or by email.

  • In Store: Bring the product to our store at Purvi House in Westlands, Nairobi County, Kenya. You can also call us at +254712 315 255 to request direction.
  • By Email: Send an email to returns@techhaven.co.ke explaining if you didn't understand the product description or if the product is defective.

Return Labels by Email

  • Defective Products: Generate a return label for defective products yourself.
  • Customer Remorse: Generate return labels for customer remorse returns, like when you purchase the wrong product or it doesn't fit.

Product Conditions

We accept returns for new and slightly used products.

  • New Products: They must be unopened and in their original packaging.
  • Used Products: They must be lightly used or opened. This is only applicable if customer would like to exchange with a higher version of the product

Currency

This policy applies to products in our website whose prices are all in Kenyan shilling (Ksh).

Restocking Fee

We don't charge a restocking fee for returns.

Requesting a Return / Refund

Operating Hours:

  • Monday - Friday: 8:00 am - 5:30 pm
  • Saturday: 9:00 am - 5:00 pm
  • Sunday: Closed

Eligibility for CASH Refund

We give Cash refunds only when the product you receive is not what you ordered.

Cases Where We Can't Refund

We can't give refunds if you change your mind about buying the product or realize you don't need it anymore. Also, if you ask us to order something directly from the manufacturer because it's a special request, we can't provide a refund in those cases.

Option to Exchange

If you want a better version of the product and are willing to pay more, we can exchange it for you. But, you can't have opened any seals or boxes of the product to be eligible for this and be within the return window. If the product is slighly used, we allow for exchange as well but a 20% fee might be applicable depending on the condition of the product

Returning in Original Packaging

To be eligible for a full refund, include all the original packaging. If any packaging is missing, there might be a 20% fee.

Shipping Charges

You are responsible for the shipping cost when returning the product.

Refund Processing

We'll process your refund within 3 working days (Monday to Friday).

Ways to Get Your Refund

You can choose Mobile Payment (Mpesa), cheque, or bank transfer for your refund. Mpesa is for amounts below Ksh 100,000; for larger amounts, you can opt for a bank transfer or cheque. Share with us your Name, Phone Number, Bank Details for cheque or direct bank-to-bank transfers.

Creating Return Labels

You're responsible for making return labels addressed to Techhaven at Purvi House, Westlands. Phone: +254712 315 255.

Getting Permission for Returns

If you want to return a product, get permission by contacting us at +254712 315 255, email us at returns@techhaven.co.ke, or visit us in person at Purvi House, Westlands.

No Additional Fees

We won't charge you extra fees for returns.

Acknowledgment and Communication

We will acknowledge your return request and provide clear instructions.

Supervised Inspection

We'll carefully inspect the returned product to check its condition.

Full Refund

You'll receive a full refund if we don't have the specific product you ordered in stock. This can happen in situations like product unavailability with no alternatives, inventory discrepancies, the product being out of stock with no restocking date, supplier issues, or unexpected circumstances. In such cases, your satisfaction and financial integrity are our top priorities.

Keeping Your Information Secure

We keep your personal information private and won't share it with 3rd parties unless when facilitating returns or refunds.

Terms and Conditions Updates

Our terms and conditions may change for various reasons. If the changes affect you, we'll let you know via email or by updating our product page.

Thank you for choosing Techhaven for your shopping needs.