RETURN, REFUND AND CANCELLATION POLICY

Last Updated: May 13, 2023

Thank you for shopping at Urbanmac Electronics. We value your business and want you to have a positive shopping experience. Please read our Return, Refund and Cancellation Policy carefully to understand the conditions and procedures applicable to returns, exchanges, refunds and cancellations.

1. RETURNS

Customers who are not completely satisfied with their purchase may request a return, refund or exchange, subject to the conditions outlined in this policy and applicable consumer protection laws.

Return requests should be submitted within seven (7) days of the purchase or delivery date, as applicable. Returned products must be accompanied by proof of purchase and, where reasonably applicable, all original accessories, packaging, tags and documentation.

Products must be returned in a condition that allows us to inspect and assess the return request. Additional conditions may apply depending on the nature of the product and the reason for the return.

2. RETURN PROCESS

To initiate a return, please contact our customer service team through:

Email: support@urbanmac.co.ke
Phone: +254 701 178 146

Our team will provide instructions on how to proceed with your return and, where applicable, issue a Return Merchandise Authorization (RMA) number.

Please securely package the product with its accessories and proof of purchase before returning it. Do not send a product back before receiving return instructions from our team.

Return Address:

Urbanmac Electronics
Attn: Returns Department
Nairobi, Nairobi 00100, Kenya

Responsibility for return delivery charges will be determined according to the reason for the return and applicable consumer protection laws. Where a return is necessary because of our error, a defective product or another circumstance for which we are responsible, we will arrange or cover the reasonable return costs as required by law.

3. REFUNDS

Once we receive the returned product, we will inspect it and notify you of the outcome of your refund or exchange request.

Approved refunds will be processed within ten (10) working days of approval, unless a different period is required by applicable law. The time taken for the funds to reflect in your account may depend on your payment provider, bank or mobile money service.

Refunds will generally be issued through the original payment method where practicable. We may contact you if additional information is required to complete the refund.

4. CANCELLATION OF ORDERS PAID THROUGH INSTALMENTS OR PARTIAL PAYMENTS

Customers who have started paying for a product through instalments, partial payments or a deposit arrangement but later decide not to proceed with the purchase may submit a cancellation and refund request.

The customer must contact our customer service team to formally request cancellation. The request will be reviewed based on the payment status, order status, reason for cancellation and applicable consumer protection laws.

4.1 Refund Processing Period

For approved customer-initiated cancellations, refunds will be processed within seven (10) working days from the date the refund request is approved.

The refund period excludes weekends and public holidays. Depending on the payment provider, bank or mobile money service, the funds may take additional time to reflect in the customer’s account.

4.2 Cancellation and Administration Fee

Where a customer voluntarily cancels an instalment or partial-payment purchase for reasons not attributable to Urbanmac Electronics, a 10% cancellation and administration fee may be deducted from the total amount paid, where legally permissible and properly disclosed to the customer before payment.

The remaining balance will be refunded to the customer after the applicable deduction.

Example of a partial-payment refund:

  • Total amount paid: KSh 10,000
  • Cancellation fee (10%): KSh 1,000
  • Refund amount: KSh 9,000

The fee will not be charged where prohibited by law or where the customer is entitled to a full refund, including applicable circumstances involving our failure to fulfil the order, product unavailability or another legally recognised basis for a full refund.

4.3 Cancellation Before Delivery

If a customer cancels an order before delivery, the refund request will be assessed according to the order’s status and the circumstances of cancellation. Any applicable cancellation fee must comply with this policy and applicable law.

4.4 Orders Cancelled by Urbanmac Electronics

If Urbanmac Electronics cannot supply the product or fulfil the order for reasons attributable to us, the customer will be informed and offered the refund or other remedy required by applicable law. The 10% customer-initiated cancellation fee will not apply in such circumstances.

4.5 Customer Acknowledgement

By making a partial payment or commencing an instalment purchase, customers acknowledge that voluntary cancellations may be subject to the refund procedure, processing period and cancellation fee described in this policy, subject to applicable law.

5. NON-RETURNABLE OR EXCHANGE-RESTRICTED ITEMS

Subject to applicable consumer protection laws, a return or exchange may be declined where:

  • The product has been physically damaged by the customer after delivery.
  • The product is returned with missing accessories, components or packaging that were supplied with it, where these are reasonably necessary for the assessment or resale of the product.
  • The product shows signs of misuse, unauthorised modification or damage caused by improper handling.
  • The product has visible wear or tear beyond what would reasonably be necessary to inspect or test it.

These conditions do not remove any rights a customer may have regarding defective, faulty, incorrectly supplied or misrepresented products under applicable law.

6. DEFECTIVE, FAULTY OR INCORRECT PRODUCTS

If you receive a defective, faulty, damaged-on-arrival or incorrect product, please contact us as soon as reasonably possible using the contact details below.

Please provide your order number, a description of the issue and supporting photographs or other information where appropriate. We will assess the matter and arrange an appropriate remedy, which may include repair, replacement, exchange or refund, depending on the circumstances and applicable consumer protection laws.

7. EXCHANGES

Customers wishing to exchange an eligible product should contact our customer service team before returning it. Exchanges are subject to product availability, inspection and applicable consumer protection laws.

If the requested replacement is unavailable, we will discuss the available options with the customer.

8. QUESTIONS AND CUSTOMER SUPPORT

If you have any questions regarding this Return, Refund and Cancellation Policy, please contact Urbanmac Electronics using the details below.

Phone: +254 701 178 146
Email: support@urbanmac.co.ke
Website: https://www.urbanmac.co.ke

Urbanmac Electronics reserves the right to update this policy when necessary, subject to applicable law. The policy applicable to a transaction will be interpreted consistently with the customer’s legal rights and the terms disclosed at the time of purchase.