Returns and Warranty Explained for Kenyan Electronics Buyers

A warranty is only useful if you understand it before something goes wrong. These general principles will help you assess any electronics purchase in Kenya, along with how things work at FancyTech.

Return versus warranty

A return means handing back an item soon after purchase, usually for a refund or exchange. Return windows are short and depend on the reason.

A warranty is a promise to fix a fault over a longer period. It generally results in repair or replacement rather than a refund.

Do not confuse the two. A one-year warranty does not mean you can return a phone after six months because you changed your mind.

Change of mind and faulty goods

These are treated differently. Sellers may accept a return within a short period if you change your mind, usually with conditions on the state of the product and packaging. A fault is different: if something does not work as it should, you generally have stronger protection.

Our current periods and conditions are set out in our returns policy, which applies to every order. Check the policy page itself, as it is kept up to date.

Manufacturer versus seller warranty

A manufacturer warranty is provided by the brand and may require you to use authorised service partners. It may be limited to the country where the product was intended to be sold.

A seller warranty is provided by the shop. It covers what the shop says it covers and is common with imported and Ex-UK devices.

Ask which one applies and who you contact when you need help. Our listings state the warranty for that specific product.

What warranties usually do not cover

• Cracked screens and physical damage
• Liquid damage
• Normal wear, such as cosmetic scratches
• Unauthorised repairs or opening the device
• Lost or stolen devices

Battery degradation is also often treated differently from outright failure.

Extended warranty on Ex-UK devices

On Ex-UK devices, we offer an optional extended warranty, paid once. It extends cover on faults, but not on physical or liquid damage. A fixed fee applies per claim, and the product page shows the details. Decide if it makes sense for the price you are paying and how long you plan to keep the device.

How to protect yourself

• Keep the receipt or order confirmation. Save a photo or PDF.
• Test the device immediately. Do not wait until the window closes.
• Note the IMEI or serial number.
• Report faults quickly. Delays can make claims harder.
• Do not attempt repairs yourself while under warranty.

Before you bring a device in

Back up your data, remove screen locks if asked, and describe exactly when the problem occurs. A short video of the fault is very helpful, especially if the fault is intermittent.

If something goes wrong at FancyTech

Contact us with your order number. If it needs repair, our repair service can help, and the warranty on your listing decides what you will pay.

Red flags at any seller

Be wary if a seller refuses to give a receipt, is vague about warranty terms, or tells you the warranty is "as you find it". A clear written promise is one of the best signs of a seller you can trust.

For help choosing a device with confidence, read Ex-UK versus brand new and the Ex-UK iPhone checklist.