Return & Refund Policy – Novelty Tech Solutions
Overview
At Novelty Tech Solutions, we are committed to delivering quality and reliability in every product we sell. We understand that occasionally a product may not function as expected. Our Return & Refund Policy outlines the conditions under which a return or refund may be accepted, ensuring fairness to both our customers and our team.
1. Eligibility for Return
Returns are only accepted for defective or damaged products.
All items are tested and verified by both the customer and our team before leaving our store or during delivery handover.
If a product defect is discovered within 48 hours after purchase or delivery:
-
The customer must notify our support team immediately.
-
The item will be inspected by the Novelty Tech service team.
-
Once verified as defective, a replacement will be provided.
-
No refunds are issued for delivered products; only replacements apply.
2. Non-Returnable Items
The following items cannot be returned or replaced once opened or activated:
-
Software, licenses, or activation keys
-
Laptops, Printers, Monitors, Projectors
-
Printer consumables (ink, toner, ribbons)
-
Earphones, headsets, hygiene-related devices
-
Accessories that have been unsealed or tampered with
3. Return Process
If a defect is identified:
-
Contact our Support Team within 48 hours of receiving the product.
-
+254 797 733989 / +254 705 721 562
-
Our team will guide you through inspection or return procedures.
-
The product must be returned in its original packaging with all accessories.
-
After verification, a replacement unit will be issued.
4. Refunds (For Undelivered Orders Only)
Refunds apply only to orders that have been paid for but not delivered.
-
If a customer cancels an order before dispatch, a full refund will be processed.
-
Refunds will be made through the original payment method (cash or M-Pesa).
-
Once an order has been dispatched, collected, or delivered, it becomes non-refundable.
-
For delivered products with defects, replacement is the only applicable remedy under this policy.
5. Inspection & Verification
All returned products are inspected by Novelty Tech’s technical team.
If the item is found in working condition or damaged due to mishandling, the replacement request will be declined.
6. Warranty Coverage (Summary)
All brand-new products sold at Novelty Tech come with a 1-year manufacturer’s warranty.
This warranty covers factory faults but excludes physical damage, liquid damage, or unauthorized repairs.
For detailed warranty conditions, refer to our Warranty & After-Sales Support Policy.
7. Contact Us
For any issues regarding returns, replacements, or undelivered order refunds, contact:
support@novelty.co.ke
