1. Return Window

You may return a product within 7 days from the date of delivery if it is defective, damaged, or does not match the description provided on our website.

2. Conditions for Returns

To qualify for a return, the following conditions must be met:

• Product Condition: The item must be in its original, unopened packaging, complete with all accessories (such as remote controls, stands, cables) and user manuals.
• Proof of Purchase: A valid original receipt or electronic order confirmation must be provided.
• Manufacturer Seals: For hygiene and security reasons, products with tampered or broken manufacturer seals may not qualify for a full refund, unless the issue is due to an internal defect.

3. How to Initiate a Return

• Contact Us: Reach out via phone at +254 721 499 355 or email us at support@hisense-kenya.ke to report the issue.
• Inspection Process: Nairobi-based customers can return the product to our showroom at Emirates Mall, Luthuli Avenue. For customers outside Nairobi, we will arrange product return through G4S courier services.
• Verification: Upon receiving the item, our technical team will inspect it to confirm the reported issue. This process typically takes 24–48 hours.

4. Refunds

Once your return is approved, the refund will be processed as follows:

• Refund Method: Refunds are issued using the original payment method (e.g., M-Pesa or bank transfer).
• Processing Time: Refunds are completed within 3–5 business days after inspection approval.
• Shipping Costs: If the return is due to a defective product or an error on our part, we will cover all associated shipping costs. For all other return reasons, the customer will bear the return shipping fees.

5. Exchanges

If you receive a defective product, we will offer a replacement with a new unit of the same model at no additional cost, subject to product availability.