Returns & Refund Policy

Returns & Refund Policy – TCL Kenya

Effective Date: 5th April 2026
Last Updated: 5th April 2026

At TCL Kenya (tclkenya.ke), we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. This policy applies to products bought directly from our website or at our physical showroom (Norwich Union House, Nairobi).

1. Change of Mind Returns

If you simply change your mind, you may return the item under the following conditions:

• Timeframe: Within 24 hours of delivery or pickup.

• Condition: Item must be unused, unopened, and in its original packaging with all accessories, manuals, and tags intact.

• Proof of purchase: Order confirmation or receipt required.

What is not accepted for change of mind:

• Items with seals broken (e.g., TV screen protection removed, sealed accessories opened).

• Products that have been installed, powered on, or show signs of wear.

• Clearance or “final sale” items (marked as such).

Fees:

• A 10% restocking fee applies to change‑of‑mind returns.

• You are responsible for return shipping costs (or you may bring the item to our office for free).

2. Defective or Damaged Products

If your product arrives damaged or develops a manufacturing defect, we will repair, replace, or refund it at no cost to you.

For damage during delivery:

• Do not accept the delivery if the outer box is visibly damaged.

• If damage is discovered after opening, contact us within 24 hours of delivery with photos/videos.

• We will arrange a free replacement or full refund.

For manufacturing defects (within warranty period):

• See our Warranty Policy for coverage periods (TVs: 2 years, refrigerators/ACs: 2 years with 5‑year compressor, etc.).

• Contact us at support@tclkenya.ke or call 0705885885 with your order number and a description/photo of the issue.

• After diagnosis, we will offer repair, replacement, or pro‑rata refund.

Note: Physical damage, misuse, unauthorized repairs, or power surges are not covered.

3. How to Return an Item

Step 1: Contact us within the eligible period:

• Email: support@tclkenya.ke (include order number and reason)

• Phone/WhatsApp: 0705885885

• In person: Norwich Union House, Mama Ngina St, 4th Floor Suite 13 (Opposite Hilton Hotel)

Step 2: Wait for our return authorization and instructions. We may ask for photos or video.

Step 3: Pack the item securely in original packaging (or similar protective box).

Step 4: Send the item to our office address (or arrange pickup – fees may apply).

Step 5: Once received and inspected, we will process your refund or exchange within 7–10 business days.

4. Refund Methods

Refunds are issued to the original payment method where possible:

• M‑Pesa: Refund sent to the same phone number used for payment (within 2–5 business days).

• Bank transfer: To your bank account (provide account details; 5–7 business days).

• Cash on delivery (COD): Refund via M‑Pesa or bank transfer (we cannot refund cash in person for online orders).

• In‑store cash purchases: Refund in cash or M‑Pesa upon return at our office.

Important: Shipping fees (original delivery or return shipping) are non‑refundable unless the return is due to our error (wrong item or defect).

5. Non‑Returnable Items

The following cannot be returned:

• Opened software, games, or digital content (if a seal was broken).

• Personal care appliances (e.g., hair clippers, shavers) once used.

• Installation services (once performed, cannot be refunded).

• Clearance / “as‑is” items (clearly marked).

• Special order items (products not normally stocked, sourced specifically for you).

6. Exchanges

We only replace items if they are defective or damaged. If you need a different model or size, please return the original item for a refund (change of mind) and place a new order.

7. Warranty vs. Returns

• Within 24 hours of delivery: You may choose between a refund (change of mind or defect) or warranty repair/replacement.

• After 24 hours but within warranty period: Defects are handled under warranty (repair or replacement, no refund unless repair is impossible).

See our Warranty Policy page for full details.

8. Cancellations

You may cancel an order within 2 hours of placement, provided it hasn’t been dispatched. Contact us immediately at 0705885885. Once shipped, the standard returns policy applies.

9. Contact Us for Returns

TCL Kenya
Norwich Union House, Mama Ngina Street,
4th Floor Suite 13, Opposite Hilton Hotel,
Nairobi, Kenya.

Email: support@tclkenya.ke (preferred for return requests)
Phone/WhatsApp: 0705885885

Hours: Monday–Friday 9 AM–5:30 PM, Saturday 10 AM–4 PM (closed Sunday).