Refund and Returns Policy

Refund and Returns Policy — Phone Plug Kenya

Thank you for shopping with Phone Plug Kenya. This Refund and Returns Policy outlines the terms relating to delivery, shipping, and product returns. By placing an order with us, you agree to the terms below.

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Shipping Policy

Quick Delivery within Nairobi

Nairobi CBD: Orders are delivered within 1 hour after confirmation during business hours.
Outside Nairobi CBD (within Nairobi): Delivery within 2 hours after confirmation during business hours.
Outside Nairobi: Delivery within 24 hours via our trusted courier partners.

Note: Delivery timelines depend on business hours, order time, order volume, weather conditions, and other circumstances beyond our control. We will notify you of any delays.

Order Processing

• All orders are processed within 1–2 hours.

• We process and ship orders on weekends and public holidays where possible.

• During high order volumes or courier delays, processing or shipping may take longer. You will be notified accordingly.

Shipping Charges & Delivery Estimates

• Shipping fees are calculated at checkout based on location and package weight.

• Rates may change and are displayed at checkout.

• Delivery delays may occasionally occur due to unforeseen circumstances.

Delivery Locations

• We ship within Kenya only.

• We do not deliver to P.O. Boxes. Please provide a specific and accessible delivery location such as a residence, office, or business premises.

Damaged or Lost Shipments

If your package arrives damaged or is missing, contact us immediately through our official support channels listed on our Website.

• Keep all packaging materials and damaged items for verification.

• While we are not liable for items lost or damaged in transit, we will assist in resolving issues with the courier.

Return & Exchange Policy

We aim to ensure customer satisfaction. Due to the nature of electronic devices, returns or exchanges are only accepted for defective items.

Defective Items

If you believe you have received a defective product:

• Contact us with your order number, product details, and description of the defect.

• You may also visit our physical store for assistance.

Return Requirements

To qualify for a return:

• Returns must be initiated within 5 days of receiving the product.

• The product must be in original condition with all accessories, manuals, and packaging.

• Proof of purchase is required.

Once the returned product is received:

• It will be inspected to confirm the defect.

• You will be notified within a reasonable timeframe regarding approval for replacement or refund.

Refunds

• Approved refunds will be issued using the original payment method.

• Shipping and handling charges are non-refundable.

• Customers are responsible for return shipping costs and associated risks.

Exchanges

• Items are replaced only if confirmed defective or damaged.

• Approved replacements are provided at no additional product cost.

Return Shipping

• Customers are responsible for return shipping costs and insurance.

• We are not responsible for loss or damage during return transit.

• We recommend using a trackable courier service.

Additional Terms

• This policy applies only to purchases made directly from Phone Plug Kenya via our Website or physical store.

• Warranty-related matters are governed by manufacturer warranty terms.

• We reserve the right to decline returns that do not comply with this policy.

Contact Information

If you need assistance regarding shipping, refunds, or returns, please contact us:

Phone Plug Kenya
Location: 7th Floor, Diamond Plaza 2, Parklands, Nairobi, Kenya
Website: www.phoneplugkenya.com