Last Updated: June 2026

At Urbantec.co.ke, customer satisfaction is our priority. We strive to provide genuine, high-quality electronics and appliances. If you are not completely satisfied with your purchase, our Returns & Refund Policy outlines the conditions under which returns, exchanges, and refunds may be processed. This policy follows common e-commerce return practices for electronics and appliances.

Return Eligibility

You may request a return within 7 days of receiving your order if:

• The product is defective, damaged, or incorrect upon delivery.
• The product does not match your order or its description.
• You have changed your mind, subject to the return eligibility requirements.

You can initiate a return by contacting our customer support team or by returning the item to the store where it was originally packed or fulfilled, together with your proof of purchase or order confirmation where available.

Return Eligibility

To help us process your return smoothly, please ensure that, where possible:

• The product is returned in its original or suitable protective packaging.
• Any accessories, manuals, warranty cards, or other items included with the product are returned.
• You provide your proof of purchase, order confirmation, or any other information that helps us locate your order.

Non-Returnable Items

For safety, hygiene, and product integrity reasons, the following items cannot be returned:

• Products damaged through misuse, negligence, or unauthorized repairs.
• Items showing signs physical damage caused after delivery.
• Products with missing accessories, packaging, or documentation.

Urbantec reserves the right to reject returns that do not meet these conditions.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, or incorrect item, contact our customer support team within 48 hours of delivery and provide:

• Your order number
• Photos or videos showing the issue
• A brief description of the problem

Our team will review your request and provide the appropriate resolution, which may include a replacement, exchange, repair, or refund.

Exchange Policy

Eligible products may be exchanged for:

• The same product if it is defective.
• A similar product of equal value, subject to availability.

Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund request. If approved:

• Refunds will be processed within 3–7 business days.
• Refunds will be issued through the original payment method whenever possible.
• Processing times may vary depending on your bank or payment provider.

Return Shipping

• If the return is due to a defective, damaged, or incorrect item, Urbantec will cover the return shipping costs where applicable.
• For returns requested for other approved reasons, a fixed return shipping fee of KSh 500 will apply.

Warranty Claims

Many products sold by Urbantec are covered by manufacturer warranties. Warranty periods vary depending on the brand and product category.

For warranty assistance, please contact our support team with:

• Proof of purchase
• Product details
• Description of the fault

Warranty coverage does not apply to damage caused by misuse, accidents, unauthorized modifications, or improper installation.

Order Cancellations

Orders may be cancelled before dispatch at no additional cost. Once an order has been shipped, it may only be returned in accordance with this Returns & Refund Policy.

Need Assistance?

If you have any questions regarding returns, refunds, exchanges, or warranties, please contact our customer support team through our Contact Us page.

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