Return Policy

At Smartphone City Ke, customer satisfaction is our priority. We offer a straightforward return policy to ensure your shopping experience remains smooth and hassle-free. Below are the details of our return process:

1. Eligibility for Returns

• The item must be unused, in its original packaging, and with all tags and accessories intact.
• Returns must be initiated within 7 days of delivery for defective or incorrect items.
• Change-of-mind returns are accepted within 3 days, provided the product is unopened.

2. Non-Returnable Items

Certain items are not eligible for return:

• Items damaged due to misuse or negligence.
• Items with missing accessories, manuals, or original packaging.
• Gift cards and clearance items.

3. Return Process

To initiate a return:

1. Contact us via email at support@smartphonecity.ke or call us at +254 741 575 274.
2. Provide your order number and a brief description of the issue.
3. Our team will provide a Return Authorization Number (RAN) and further instructions.
4. Return the item to the address provided, ensuring it is securely packaged.

4. Refunds and Replacements

Refunds: Once the returned item is received and inspected, refunds will be processed to your original payment method within 5-7 business days.

Replacements: If you opt for a replacement, we will ship the new item within 3 business days after receiving the returned product.

5. Shipping Costs

For defective or incorrect items: We will cover the return shipping costs.

For other returns: The customer is responsible for shipping costs.

6. Exceptions

If you receive a damaged or defective product:

• Notify us within 48 hours of delivery with photographic evidence.
• We will prioritize your issue and provide a replacement or refund as needed.

Contact Us

If you have any questions about our return policy, feel free to reach out:

• Email: support@smartphonecity.ke
• Phone: +254 741 575 274
• Office Address: Imenti House, Moi Avenue