Refund and Returns Policy

Last updated: September 22, 2026

At Phone Parts Kenya, we want you to be confident in every purchase. This policy explains how returns, exchanges, and refunds work for parts, devices, and accessories bought from us.

1. Return Eligibility

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

  • The item received is defective or not working as described
  • You received the wrong item or wrong part (incorrect model/specification)
  • The item arrived damaged or was faulty on arrival

To be eligible, the item must be:

  • In its original condition, packaging, and with all accessories included
  • Unused and not physically damaged by misuse or improper installation
  • Accompanied by proof of purchase (receipt or order confirmation)

2. Items Not Eligible for Return

The following are generally not eligible for return or refund, unless faulty on arrival:

  • Parts that have already been installed or fitted into a device
  • Items damaged due to misuse, incorrect installation, or unauthorized repair attempts
  • Ex-UK devices where the condition matches the grading disclosed at the point of sale
  • Accessories that have been opened or used, where hygiene or compatibility cannot be verified
  • Custom or special-order items

3. How to Request a Return

To start a return:

  1. Contact us within the eligible return window via phone (+254 703 700 600) or email (sales@phoneparts.co.ke) with your order number and a description or photo of the issue.
  2. Our team will assess your request and advise on the next steps, including whether the item should be returned to our shop or collected.
  3. Once the returned item is received and inspected, we will notify you of the outcome (approval or rejection of the return).

4. Refunds

  • Approved refunds will be processed within 7 business days of the returned item being received and inspected.
  • Refunds will be issued via the original payment method where possible, or an alternative method agreed with you.
  • Shipping/delivery costs are non-refundable unless the return is due to our error (wrong item sent, defective product, etc.).

5. Exchanges

If you’d prefer an exchange rather than a refund (e.g., wrong size/model ordered), let us know when you contact us — we’ll confirm availability of the correct item and arrange the swap, subject to any price difference.

6. Warranty Claims (Repairs & Parts)

  • If a genuine part or repair fails within the applicable warranty period due to a defect in the part or workmanship, contact us to arrange an inspection and, where applicable, a free repair or replacement.
  • Warranty does not cover damage from misuse, liquid exposure, unauthorized third-party repairs, or normal wear and tear.

7. Faulty Brand-New Devices

Brand-new devices are covered by the applicable manufacturer warranty. For issues arising shortly after purchase, contact us first — we will guide you on whether the issue is handled directly by us or through the manufacturer’s warranty process.

8. Late or Missing Refunds

If you haven’t received a refund within the confirmed processing window, please check with your bank or payment provider first, as processing times can vary. If you still have concerns, contact us and we’ll follow up.

9. Contact Us

For any return, refund, or exchange request, reach out to:

Phone Parts Kenya

Suite 08, Second Floor, Norwich Union, Mama Ngina Street, Nairobi

Phone: +254 703 700 600

Email: sales@phoneparts.co.ke

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