Introduction

At Jaicom Enterprises, customer trust is our priority. This policy clearly outlines how you can return or exchange items purchased from our store or website. We maintain simple return terms to ensure you shop with confidence.

Return eligibility

To qualify for a standard return or refund, items must fulfill the following criteria:

• Returned within 7 days from the date of delivery or purchase.
• In original, unused retail condition with no signs of alteration, wear, or physical damage.
• Accompanied by all original factory packaging, packed accessories, manuals, and proof of purchase (invoice or digital confirmation receipt).
• Not fall under the specific non-returnable categories detailed below.

Non‑returnable items

For hygiene and security compliance, we are unable to accept returns on:

• Opened or activated software packs, digital games, or physical media licenses.
• Personal care and grooming appliances once opened or used.
• Prepaid gift cards or promotional vouchers.
• Items explicitly purchased under designated final clearance sales.

Defective or damaged items

If you receive an item that is faulty, defective, or structurally damaged upon arrival, please contact our support desk within 48 hours of receipt. We will process a direct replacement, standard repair, or a full refund at zero additional cost to you. Beyond this initial period, items are fully protected under their respective manufacturer warranties, and our team will actively assist you in processing these warranty claims.

Change of mind

If you change your mind about a purchase, you are welcome to return the item within 7 days. The product must remain completely unused and sealed in its original box. For change-of-mind returns, the customer is responsible for standard return transit costs to our physical hub. Your refund will be credited directly to your original payment method within 5–7 business days following internal physical verification of the package.

How to initiate a return

To seamlessly process your return, please use the following steps:

1. Notify our team directly via phone/WhatsApp or email with your order number and item details.
2. Our team will instantly confirm your return path and log your request into our system.
3. Securely wrap the item along with all original accessories, documentation, and your retail invoice.
4. Bring the package directly to our physical store at Dhanjay Apartments, Floor 3, Hendred Ave, Nairobi, or ship it safely to this exact address.

Refund processing

Once your return is physically delivered and inspected at our center, we will send an immediate update regarding validation. Approved requests are cleared for processing back to your original transaction channel within 5–7 business days. Please allow normal banking system intervals for the balance to reflect in your account statement.

Exchanges

The most straightforward method to exchange a product for an alternative model, size, or color variant is to return the original unsealed item for a standard credit/refund and place a clean new order on our catalog. For product defects, a direct identical replacement will be deployed natively.

Contact us

For explicit policy clarifications or immediate support regarding an ongoing return, please use our direct contact coordinates: