Refund policy

At Latest Electronics Store, customer satisfaction is important to us. This Return and Refund Policy is designed in line with the Consumer Protection Act, 2012 of Kenya and applies to all purchases made through our website, social media platforms, WhatsApp, or physical store locations.

Customers may request a return within fifteen (15) calendar days from the date of delivery or collection, subject to the terms below.

2. Eligibility for returns

To qualify for a return, the product must:

  • Be returned within 15 calendar days of delivery or collection
  • Be unused and in original condition
  • Include original packaging, accessories, manuals, seals, and protective films
  • Be accompanied by proof of purchase (receipt, invoice, or order confirmation)

All returned items are subject to inspection before approval.

3. Non-returnable items

The following items are not eligible for return unless defective, damaged, or incorrectly supplied:

  • Opened software or digital licenses
  • Accessories with broken seals
  • Earphones, earbuds, and personal hygiene products
  • Customized or special-order products
  • Gift cards or vouchers
  • Products damaged through misuse, drops, liquid exposure, unauthorized repair, or negligence

4. Defective, damaged, or incorrect products

If you receive a defective, damaged, or incorrect product, please notify us within 48 hours of delivery or collection.

To process the request, customers may be asked to provide:

  • Order number or receipt
  • Description of the issue
  • Photos or videos showing the problem

Once verified, Latest Electronics Store may offer:

  • Replacement
  • Repair
  • Store credit
  • Full or partial refund

Depending on the nature of the issue and applicable Kenyan consumer protection laws.

5. Change-of-mind returns

Change-of-mind returns may be accepted within 15 days provided the product:

  • Has not been activated, used, or damaged
  • Remains sealed where applicable
  • Is returned in fully resalable condition

Please note:

  • Delivery fees are non-refundable
  • Return transport costs are the customer’s responsibility unless otherwise agreed
  • Approved refunds may be subject to a reasonable restocking deduction where permitted by law

6. Refund process

After we receive and inspect a returned item, we will notify you of the approval or rejection of the return request within 5 business days.

Approved refunds will be processed through the original payment method within 7–14 business days depending on the payment provider or bank processing timelines.

7. Exchanges

Exchanges are subject to product availability and may be requested for:

  • Different color
  • Different storage variant
  • Equivalent replacement product

Any price difference must be paid by the customer or refunded accordingly.

8. Warranty information

Certain products sold by Latest Electronics Store may include manufacturer warranties. Warranty periods and coverage vary by brand and product type.

Warranty claims do not cover:

  • Physical damage
  • Water damage
  • Power surge damage
  • Unauthorized repairs or modifications
  • Normal wear and tear

Please retain the original receipts and packaging for warranty support.

9. Return shipping

Customers are responsible for return shipping or delivery costs unless:

  • The wrong item was supplied
  • The item arrived damaged
  • The product is confirmed defective upon inspection

We recommend using a trackable courier service when returning products.

10. Consumer rights

Nothing in this policy limits any rights available to consumers under Kenyan law, including rights under the Consumer Protection Act, 2012.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.