Refund and Returns Policy

1. Policy Overview

Skyworth Kenya is committed to supplying quality, safe, and fit-for-purpose products. If a product does not meet acceptable quality standards or does not match its description, customers are entitled to remedies under Kenyan law.

Returns and refund requests must generally be made within 5 calendar days from the date of delivery, except where a product is defective, unsafe, or misrepresented, in which case statutory rights apply beyond this period.

2. Customer Rights Under Kenyan Law

Under the Kenya Consumer Protection Act, customers have the right to:

  • Receive goods that are of acceptable quality, safe, and durable

  • Obtain accurate product information

  • Receive a refund, replacement, or repair for defective or misrepresented goods

  • Be protected from unfair, misleading, or deceptive business practices

This policy does not limit or override statutory consumer rights.

3. Conditions for Standard Returns (Non-Defective Items)

To qualify for a standard return:

  • The item must be unused, uninstalled, and in original condition

  • The item must include original packaging, accessories, and manuals

  • A valid proof of purchase must be provided

  • The request must be made within 5 days of delivery

Returns that fail to meet these conditions may be rejected or partially refunded.

4. Defective, Unsafe, or Misrepresented Products

If a product is found to be defective, unsafe, damaged on arrival, or materially different from its description, customers are entitled to:

  • A full refund, OR

  • A replacement, OR

  • A repair (where applicable)

Customers must notify Skyworth Kenya within a reasonable time, preferably within 48 hours of delivery for DOA (Dead on Arrival) cases.

Skyworth Kenya will bear all reasonable return shipping costs for confirmed defective or misrepresented items, as required by law.

5. Partial Refunds

Partial refunds may apply where:

  • The item shows signs of use

  • Original packaging or accessories are missing

  • Damage is caused by customer misuse, negligence, power surges, or unauthorized installation

6. Non-Returnable Items

The following items are non-returnable, except where legally required due to defects or misrepresentation:

  • Gift cards or vouchers

  • Downloadable or digital software

  • Hygiene-sensitive personal care products

  • Products damaged by misuse or external factors

7. Refund Processing Timelines

Once a return is received and inspected:

  • Customers will be notified of approval or rejection

  • Approved refunds will be processed to the original payment method

  • Refund processing typically takes 5–10 working days, depending on banking or mobile money providers

8. Late or Missing Refunds

If a refund has not been received:

  1. Confirm with your bank or mobile money provider

  2. Allow reasonable processing time

  3. Contact Skyworth Kenya at support@skyworth-kenya.co.ke or 0717 106 720

9. Sale and Promotional Items

Items purchased during sales or promotions may be subject to limited refund eligibility, except where the product is defective or misrepresented, in which case full statutory rights apply.

10. Exchanges

Exchanges are offered where:

  • The product is defective or damaged upon delivery

  • A replacement of the same model is available

Requests must be made through support@skyworth-kenya.co.ke before returning the product.

11. Gifts

  • If an item was marked as a gift and shipped directly to the recipient, store credit may be issued upon return

  • Refunds for gift purchases not marked as gifts will be issued to the original buyer

12. Return Shipping Policy

  • Customers bear return shipping costs for non-defective items

  • Skyworth Kenya covers shipping costs for confirmed defective, unsafe, or misrepresented products

  • Customers are encouraged to use trackable shipping services

  • Skyworth Kenya is not responsible for lost return parcels not shipped through approved channels

13. Warranty vs. Return Rights

Returns and refunds under this policy are separate from manufacturer warranty coverage.

Products outside the return window but still under warranty will be serviced under Skyworth warranty terms, without limiting legal consumer rights.

14. Business Fairness & Abuse Prevention

Skyworth Kenya reserves the right to refuse returns where:

  • Fraud or abuse is suspected

  • Items show evidence of intentional damage

  • Return policies are repeatedly exploited

This is done while respecting lawful consumer rights.

15. Contact & Complaints Resolution

For return requests, complaints, or legal consumer concerns, contact:

 support@skyworth-kenya.co.ke
 0710 562 992
 Returns Address: Emirates Mall, Luthuli Avenue, Nairobi, Kenya

If a dispute cannot be resolved, consumers may escalate complaints through the Competition Authority of Kenya (CAK) or other lawful dispute resolution channels.

16. Legal Disclaimer

This policy is governed by the Kenya Consumer Protection Act, 2012, and related consumer laws. Where this policy conflicts with statutory law, the law shall prevail.