Last updated: November 2025
Thank you for shopping with Switchmate Kenya. We value your satisfaction and strive to ensure that all our products meet the highest standards of quality and reliability. This Refund and Returns Policy explains how we handle returns, exchanges, and refunds for purchases made through switchmate.co.ke.
1. Eligibility for Returns
We accept returns under the following conditions:
- The item is defective, damaged, or not as described upon delivery.
- The item is unused, in its original packaging, and includes all accessories, manuals, and warranty cards.
- The return request is made within 7 days of receiving the order.
Items that do not meet these conditions may not be eligible for a refund or exchange.
2. Non-Returnable Items
For safety, hygiene, and manufacturer warranty reasons, the following items cannot be returned or refunded unless they arrive defective:
- Software, license keys, and digital products
- Consumables (e.g., cables, batteries, accessories opened from packaging)
- Networking equipment once configured or activated
- Clearance or “Sale” items clearly marked as non-returnable
3. Return Process
To initiate a return:
- Contact our Support Team at support@switchmate.co.ke or call +254 114 746 858 within 7 days of delivery.
- Provide your order number, a brief description of the issue, and photos (if applicable).
- Our team will review your request and provide return authorization and shipping instructions.
Customers are responsible for safely packaging the item. Returns must be sent to the address provided by our support team.
4. Inspection and Approval
Once we receive your returned item, we will:
- Inspect it within 3–5 business days.
- Notify you by email regarding approval or rejection of your return.
If approved, you may choose between a replacement, store credit, or refund.
5. Refunds
Approved refunds are processed as follows:
- Mobile money (M-Pesa) or bank transfer within 5–10 business days.
- Shipping fees and handling charges are non-refundable unless the return is due to our error.
6. Exchanges
If you wish to exchange an item for a different model or product:
- The price difference (if any) will be charged or credited.
- Exchanges are subject to stock availability.
7. Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos of the packaging and product. We will arrange for replacement or correction at no extra cost to you.
8. Warranty Claims
Many products sold by Switchmate Kenya come with manufacturer warranties.
For warranty-related claims, we will assist in liaising with the manufacturer or authorized service center. Warranty coverage does not include physical damage, misuse, or unauthorized repairs.
9. Contact Us
For any questions about returns, exchanges, or refunds, please contact:
Switchmate Kenya
📧 Email: support@switchmate.co.ke
📞 Phone: +254 114 746 858
🌐 Website: www.switchmate.co.ke
📍 Accra Trade Center, Basement-B2, Nairobi, Kenya