Returns And Refunds Policy

Last Updated: 7 August 2026

At Mobile Phone Shop, customer satisfaction is our priority. We are committed to supplying genuine, high-quality mobile phones, accessories, and electronics. If you are not completely satisfied with your purchase, this policy explains how returns, exchanges, and refunds are handled.

1. Return Eligibility

You may request a return within 7 days from the date your order is delivered, provided that:

  • The item is unused and in its original condition.
  • The item is returned in its original packaging.
  • All accessories, manuals, warranty cards, protective films, and free gifts are included.
  • You provide proof of purchase (receipt or order number).

All returns are subject to inspection and approval before a refund or replacement is processed.

2. Items Eligible for Return

We accept returns where:

  • You received the wrong item.
  • The item arrived damaged during delivery.
  • The product has a verified manufacturing defect.
  • The product delivered is significantly different from what was ordered.

3. Non-Returnable Items

Returns or refunds will not be accepted for:

  • Phones or electronics that have been physically damaged after delivery.
  • Products showing signs of misuse, water damage, unauthorized repair, or modification.
  • Software, digital downloads, activation codes, or gift cards.
  • Products without original packaging or missing accessories.
  • Clearance, promotional, or “Final Sale” items unless faulty.
  • Items damaged through normal wear and tear.

For hygiene reasons, opened earphones or other personal-use accessories may not be eligible for return unless they are defective.

4. Defective Products

If your device develops a manufacturing defect within the applicable warranty period, it may be repaired, replaced, or referred to the manufacturer’s authorized service centre in accordance with the product warranty.

Damage resulting from accidental drops, liquid exposure, misuse, or unauthorized repairs is not covered under this Return & Refund Policy.

5. How to Request a Return

To initiate a return:

  1. Contact our customer support within 7 days of receiving your order.
  2. Provide your order number, reason for return, and clear photos or videos where applicable.
  3. Wait for return authorization and detailed return instructions before sending the product back to our store or to an agreed drop-off location.
  4. Return the product securely packaged with all original contents.

Returns sent without prior approval may be declined.

6. Inspection Process

Once we receive the returned item, our technical team will inspect it to confirm:

  • The reported issue.
  • The physical condition of the product.
  • Completeness of packaging and accessories.
  • Eligibility under this policy.

Inspection is normally completed within 2–5 business days after receiving the returned product.

7. Refunds

If your return is approved:

  • Refunds will be processed within 3–7 business days after inspection.
  • Refunds will be issued using the original payment method where possible.
  • Shipping or delivery charges are non-refundable unless the return resulted from our error or a defective product.

Depending on your payment provider, the refund may take additional time to appear in your account.

8. Exchanges

Where available, we may offer an exchange instead of a refund for:

  • Incorrect items supplied.
  • Manufacturing defects confirmed during inspection.
  • Products damaged during transit.

If the requested replacement is unavailable, a refund or store credit may be offered.

9. Return Shipping Costs

  • If the return is due to our error (wrong item, defective product, or delivery damage), we will cover the return shipping costs.
  • If a return is approved for any reason other than our error (such as receiving the wrong item, a defective product, or a product damaged during delivery), the customer will be responsible for the return shipping cost of KES 1,000.00.

10. Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been shipped, it can only be returned in accordance with this Return & Refund Policy.

11. Warranty

Many products sold by Mobile Phone Shop include a manufacturer’s warranty. Warranty coverage varies by brand and product.

The warranty does not cover:

  • Accidental damage
  • Water or liquid damage
  • Physical abuse
  • Unauthorized repairs
  • Damage resulting from improper use

Please retain your purchase receipt for warranty claims.

12. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us:

Mobile Phone Shop

Website: https://mobilephoneshop.co.ke/

Email: sales@mobileshop.co.ke

Phone / WhatsApp: +254 745 501 631

Business Hours: Monday – Saturday, 8:00 AM – 6:00 PM