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Return Policy
Ovostore Kenya Return & Refund Policy
At Ovostore Kenya, customer satisfaction is important to us. We want you to shop online with confidence, knowing that there is a clear process available if you receive an eligible product that is defective, damaged, incorrect, or otherwise qualifies for return.
This Ovostore Return & Refund Policy explains how returns, exchanges, replacements, and refunds are handled for products purchased from Ovostore Kenya.
Ovostore Kenya Returns
If you experience a problem with an order purchased from Ovostore Kenya, please contact our customer support team as soon as reasonably possible after receiving your order.
A product may be eligible for return where:
- You received the wrong product.
- The product arrived damaged.
- The product has a manufacturing defect.
- The product is materially different from the item ordered or its advertised description.
- Parts or accessories included with the product are missing.
- Another return right applies under Kenyan consumer law.
All returns are subject to inspection and verification.
Return Conditions
To help us process your return efficiently, please return the product, where reasonably possible, with:
- The original product and packaging.
- Included accessories, manuals, chargers, cables, and other components.
- The purchase receipt, invoice, order number, or other proof of purchase.
- Any promotional items supplied as part of the purchase.
- The product in the condition in which it was received, except where examination or use was reasonably necessary to identify a fault.
For devices that store personal information, customers should back up important data and remove personal accounts, passwords, SIM cards, memory cards, and personal information before submitting the device for return or repair.
Defective or Damaged Products
If your product arrives defective or damaged, contact Ovostore Kenya and provide your order details together with a clear description of the problem.
We may request photographs, videos, serial numbers, IMEI information, or other reasonable evidence to help verify the issue before approving the return.
Once the product has been inspected and the claim confirmed, an appropriate remedy may include a repair, replacement, exchange, or refund, depending on the circumstances and applicable consumer rights.
Wrong Product Delivered
If Ovostore Kenya delivers a product different from what you ordered, contact us promptly.
Please keep the product, packaging, accessories, and documentation together while your request is being reviewed. Once the incorrect delivery has been verified, we will provide instructions for the return and appropriate resolution.
Change-of-Mind Returns
A customer who simply changes their mind should contact Ovostore Kenya before returning the product.
Change-of-mind returns are not automatically accepted and may be subject to product eligibility, condition, packaging, hygiene considerations, warranty requirements, and other applicable terms.
Nothing in this section limits any rights that a customer may have under applicable Kenyan consumer law.
Products That May Not Qualify for Change-of-Mind Returns
Subject to applicable law, certain products may not qualify for voluntary change-of-mind returns once opened, activated, registered, used, customized, or otherwise made unsuitable for resale.
These may include:
- Activated smartphones, tablets, laptops, and similar electronics.
- Software, activation codes, digital products, and licence keys.
- Products customized or specially ordered for a customer.
- Items damaged through misuse, negligence, or improper handling.
- Products with missing serial numbers or identification labels.
- Products showing unauthorized repairs or modifications.
- Hygiene-sensitive products where the seal has been opened.
- Products returned without essential components or accessories.
These exclusions do not remove any legal rights that may apply to defective, unsafe, misrepresented, or otherwise non-compliant goods.
How to Return a Product to Ovostore Kenya
To request a return:
- Contact Ovostore Kenya Customer Support and provide your order number and contact details.
- Explain the reason for requesting a return.
- Provide photographs, videos, or other supporting information if requested.
- Wait for return instructions or authorization before sending the product.
- Package the item securely with the relevant accessories and documentation.
- Send or deliver the product to the return location provided by Ovostore Kenya.
Please do not send products to an address that has not been confirmed for your return request.
Product Inspection
Returned products may be inspected before a replacement, repair, exchange, or refund is approved.
Inspection may include checking the product's condition, serial number, IMEI, accessories, warranty status, reported fault, signs of accidental damage, and evidence of unauthorized modification or repair.
The inspection process helps determine the appropriate remedy.
Refunds
Where a refund is approved, Ovostore Kenya will process it using an appropriate available payment method.
Depending on how the original payment was made, the refund may be processed through methods such as:
- M-Pesa
- Bank transfer
- Card payment reversal
- Another agreed payment method
Processing times may vary depending on the payment provider, bank, mobile-money provider, and circumstances of the return.
Customers should ensure that the information provided for processing a refund is accurate.
Exchanges and Replacements
Where appropriate, an eligible returned product may be replaced or exchanged instead of refunded.
Replacement is subject to product availability. If the same product is unavailable, Ovostore Kenya may discuss another appropriate remedy with the customer.
Warranty Claims
Products covered by a manufacturer, distributor, or Ovostore warranty may be handled according to the applicable warranty terms.
A warranty assessment may be required to determine whether the issue is caused by a manufacturing defect or by circumstances outside the applicable warranty.
Damage resulting from accidents, liquid exposure, improper use, unauthorized repairs, physical damage, or failure to follow manufacturer instructions may not be covered by a manufacturer's warranty, subject to applicable law and the specific warranty terms.
Return Delivery Costs
Responsibility for return delivery or collection costs depends on the reason for the return.
Where the return results from an error attributable to Ovostore Kenya or an eligible verified defect, the applicable return arrangements will be communicated to the customer.
For voluntary returns or other circumstances not attributable to Ovostore Kenya, customers may be responsible for applicable delivery or collection costs, subject to applicable law.
Kenyan Consumer Rights
Ovostore Kenya's Return & Refund Policy is intended to operate alongside applicable Kenyan consumer-protection requirements.
Customers in Kenya have constitutional consumer rights relating to the quality of goods and services, necessary product information, health and safety, economic interests, and compensation for loss or injury arising from defective goods or services.
Nothing in this Return Policy is intended to exclude, restrict, or override consumer rights that cannot legally be excluded under Kenyan law.
Need Help With a Return?
If you have a problem with an Ovostore Kenya order, contact our customer support team with your order number, product name, purchase details, and reason for the return.
Providing complete information when making your request can help us review and resolve the matter more efficiently.
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