⏱ Returns: The 24-Hour Window

We accept returns within 24 hours of purchase, but only where the device is genuinely faulty. If you notice a problem the moment you power on your phone — or within the first day of use — reach out immediately and we will sort it out. After that 24-hour window has passed, returns will not be accepted regardless of the reason, so please inspect your device carefully as soon as it's in your hands.

💡 Tip: The moment your phone arrives or you pick it up in-store, power it on, run through the basics, and confirm everything works as expected. It takes under five minutes and gives you full peace of mind.

✅ Valid Grounds for a Return

• The device is dead on arrival — it simply won't power on
• The screen or hardware is visibly damaged and was not caused by the customer
• You received a different model from what you ordered
• A defect covered under manufacturer warranty is evident within 24 hours of purchase

❌ What We Cannot Accept as a Return

• Change of mind — we encourage you to take your time deciding before you buy
• Damage caused by the customer after the phone has been received
• Products returned after the 24-hour window, regardless of condition
• Devices that are not faulty but simply don't meet personal preferences
• Accessories such as cases, chargers, and screen protectors — these carry no return option once opened

💰 Our Position on Refunds

We do not issue refunds as a standard response to warranty or return claims. Where a device qualifies, the resolution will be a repair or replacement carried out by the manufacturer or our service partners — not a cash refund. If the fault was clearly our error (for example, a wrong item was dispatched), delivery costs will also be covered. In all other cases, delivery fees are non-refundable.

For returns that do qualify, any approved refund will be processed to your M-PESA number within 3–5 business days.

ℹ️ "As Is" Products

Some items in our catalogue are sold on an "as is" basis — typically at a reduced price to reflect that they carry no warranty. These products are not eligible for returns, and are not covered by manufacturer warranty. However, many as-is and refurbished devices qualify for our Acecore Care Extended Warranty, which was built specifically for phones sold without a local manufacturer warranty. Our team will always tell you clearly if a product falls into this category before you pay — just ask.