Introduction

At Jaicom Enterprises, customer satisfaction is our priority. This policy outlines how you can return or exchange items purchased from our store or website. Please read it carefully to understand your options.

Return eligibility

To be eligible for a return or refund, items must meet the following conditions:

• Purchased within the last 7 days (unless covered by manufacturer warranty).
• In original, unused condition with no signs of wear or damage.
• Include all original packaging, accessories, and proof of purchase (receipt or order confirmation).
• Not classified as a non‑returnable item (see below).

Non‑returnable items

For hygiene and security reasons, we cannot accept returns on:

• Opened software, games, or movies.
• Personal care appliances (e.g., grooming kits) once used.
• Gift cards or vouchers.
• Items marked “final sale” or “clearance”.

Defective or damaged items

If you receive a faulty, defective, or damaged item, please contact us within 48 hours of delivery. We will arrange for a replacement, repair, or full refund, including any shipping costs, after verifying the issue. All our products come with a manufacturer’s warranty; we will assist you in processing warranty claims.

Change of mind

If you simply change your mind, you may return the item within 7 days of purchase. The item must be unused and in its original packaging. You are responsible for the cost of return shipping (if applicable). A refund will be issued to the original payment method, less any original shipping fees, within 5–7 business days after we receive and inspect the return.

How to initiate a return

To start a return, please follow these steps:

1. Contact us via phone/WhatsApp or email with your order details and reason for return.
2. Our team will guide you through the process and provide a return authorization if applicable.
3. Pack the item securely with all original accessories and proof of purchase.
4. Bring the item to our store at Dhanjay Apartments, Floor 3, Hendred Ave, Nairobi or ship it to the same address (customer covers return shipping unless item is faulty).

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original method of payment within 5–7 business days. Please note that banks may take additional time to reflect the transaction.

Exchanges

If you need to exchange an item for a different model, size, or color, the fastest way is to return the original item (following the steps above) and place a new order separately. For defective items, we will arrange a direct replacement at no extra cost.

Contact us

If you have any questions about our refund and returns policy, please get in touch: