Return & Refund Policy

7-Day Return Window

All used phones purchased from KevTech Connections may be returned within 7 calendar days of purchase for a full refund or exchange, subject to the conditions below. This aligns with the Consumer Protection Act, 2012 (Kenya) which guarantees consumers the right to return goods that do not meet the required quality standards.

Condition Requirements

To be eligible for a return, the device must be in the same condition as when you received it:

• ✓No additional physical damage, scratches, or cracks beyond what was disclosed at purchase
• ✓All original accessories (charger, cable, box if provided) must be returned
• ✓Device must be factory reset and free of personal data and accounts
• ✓IMEI must match the original purchase record

Non-Returnable Items

The following are not eligible for return:

• ✗Devices with water damage or liquid exposure after purchase
• ✗Devices with unauthorized repairs or modifications
• ✗Phones purchased more than 7 days ago
• ✗Devices with broken seals or removed security stickers

6-Month Warranty

All repair services at KevTech Connections come with a 6-month warranty on both parts and labor. If the same issue recurs within 6 months of the repair date, we will fix it free of charge, subject to the following conditions:

• ✓The device has not suffered additional physical or liquid damage
• ✓The device has not been repaired or tampered with by another technician
• ✓The original repair receipt is presented

Warranty Limitations

The 6-month warranty does not cover:

• ✗New damage caused by accidental drops, liquid exposure, or misuse after the repair
• ✗Software issues unrelated to the original repair
• ✗Consumable parts (e.g., charging cables, screen protectors) fitted during the repair
• ✗Devices repaired by unauthorized third parties after our service

Diagnosis Fee

If a device is brought in under warranty and the issue is found to be unrelated to our original repair, a diagnostic fee of Ksh 500 applies. This fee is waived if you proceed with the additional repair.

Valuation Changes

Trade-in valuations are valid for 7 days from the date of assessment. If you decide not to proceed with the trade-in within this period, you may return to the store for a re-assessment. The valuation may change based on current market conditions.

Device Condition

The final trade-in value is based on the actual condition of the device at the time of exchange. If the device condition differs from the initial assessment (e.g., additional cracks discovered, water damage found), the offer may be revised. You have the right to decline the revised offer and have your device returned at no cost.

Refund Method

Refunds are issued using the original payment method. If you paid via M-Pesa, the refund will be sent back to the same M-Pesa number. Cash purchases are refunded in cash. Card payments are refunded to the original card within 5-7 business days, depending on your bank.

Partial Refunds

In cases where the device shows signs of use beyond normal handling, a partial refund may be offered. The refund amount will be proportional to the reduction in the device's value. You will be informed of the proposed amount before any deduction is made, and you may choose to decline and have your item returned.

Repair Refunds

If we are unable to repair your device after authorization, or if the repair is not completed within the agreed timeframe, you are entitled to a full refund of the repair fee. We do not refund for unsuccessful diagnostics unless you authorized a repair that we could not complete.

Custom Repairs & Parts

Custom repairs, bespoke modifications, and special-order parts are non-returnable once the service has been completed. This is in accordance with the Consumer Protection Act, 2012 which allows for exceptions where goods have been specially manufactured or customized.

Clearance & Final Sale Items

Items marked as "clearance," "final sale," or "as-is" at the time of purchase are sold with no return rights. These items are clearly labeled in-store and on our website.

Force Majeure

KevTech Connections shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to natural disasters, civil unrest, government restrictions, or supply chain disruptions.