Return & refund policy.

1. Return & refund windows

• 3-Day Satisfaction Guarantee: you have 3 days from the date of delivery or pickup to start a return request for eligible products if you change your mind or are unsatisfied with your purchase.
• 21-Day Defective Product Refund Policy (non-warranty items): for products not covered by a manufacturer warranty, we offer a 21-day refund/return policy for technical defects or dead-on-arrival items, from the date of delivery.

2. Warranty claims vs. refunds

• Products under manufacturer warranty: we do not offer cash refunds or direct returns for defective items covered by a manufacturer warranty. If a product develops a defect and has an active manufacturer warranty, it is handled strictly through the manufacturer’s warranty repair or replacement channels. We will help you reach the authorised service centre or take care of the warranty claim.
• Products without manufacturer warranty: eligible defective items reported within the 21-day window qualify for a replacement, store credit or a full refund after inspection.

3. Physical damage

• Customer responsibility: any physically damaged product — including cracked screens, liquid ingress, bent frames, broken ports or signs of accidental drops — is fully the customer’s responsibility.
• Exceptions: physical damage is excluded from returns, refunds and warranty cover unless the product’s manufacturer explicitly states otherwise in writing. Products that arrive damaged in transit must be reported immediately on receipt.

4. Eligibility for returns

To qualify for a return or refund:

• the item must come back with all its original packaging, box, manuals, accessories and promotional gifts (if any)
• security seals, software locks and serial numbers must be intact and untampered with
• proof of purchase (order number, tax invoice or delivery receipt) must be provided

Non-returnable items

• products with physical or liquid damage caused after delivery
• products with broken hygiene seals (such as in-ear headphones or personal grooming items), unless defective on arrival
• items marked “Final Sale” or “Non-Returnable”

5. How to start a return

1. Submit your request: email our customer support team at sales@fancytech.co.ke with your order number, a description of the defect, and clear photos or videos showing the issue.
2. Evaluation: our team reviews your claim within 24 to 48 hours and sends you return authorisation instructions.
3. Product inspection: returned items are quality-tested by our technicians when they arrive.

6. Refund processing

Once inspection confirms the defect on a non-warranty product within the 21-day window:

• M-Pesa / mobile money: refunds are processed within 24 to 48 hours of inspection approval.
• Card payments / bank transfers: refunds are processed within 3 to 7 business days, subject to bank processing times.
• Store credit: issued immediately as a store voucher code.

Shipping costs are non-refundable for voluntary change-of-mind returns.

Support & contact

For any questions or return requests, contact our team:

• Email: sales@fancytech.co.ke
• Website: www.fancytech.co.ke