⏱ Returns: Our 24-Hour Inspection Window

To keep this policy fair, fast, and easy for everyone, we ask that any return request be raised within 24 hours of receiving your device — whether that's the moment you collect it in-store or the moment it's delivered to you. This gives you a full day to power on your phone, run through the essentials, and confirm everything is exactly as it should be, while allowing us to act quickly and keep our service fast and reliable for every customer. If a genuine fault is present, reach out to us immediately within that window and we'll take care of it. As a growing Kenyan brand built on trust, we'd rather resolve a real issue quickly than leave you waiting — so please don't hesitate to reach out the moment something feels off.

💡 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 receiving your device

❌ 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

Our first priority when something goes wrong is to make it right — quickly. In almost all cases, this means a repair or a straight replacement, carried out by the manufacturer or one of our trusted service partners, so you're back up and running with minimal disruption. Where a refund is the appropriate remedy — for example, where a suitable replacement isn't available, or where required under the Consumer Protection Act, 2012 — we will process it to your M-PESA number within 3–5 business days. 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.

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.

📜 Your Rights Under Kenyan Law

This policy is designed to work alongside — not instead of — the protections already available to you under the Consumer Protection Act, 2012, and other applicable Kenyan consumer law. Nothing in this policy limits or replaces those rights.