Warranty

Warranty Policy – TCL Kenya

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

Thank you for choosing TCL Kenya (tclkenya.ke), your authorized TCL dealer. All products sold by us come with a manufacturer’s warranty that protects you against manufacturing defects. This Warranty Policy outlines the coverage periods, claim procedures, and exclusions.

1. Warranty Coverage Periods

Warranty start date: The date of delivery or in‑store pickup, as shown on your receipt or order confirmation.

2. What Does the Warranty Cover?

The warranty covers manufacturing defects only, including:

• Failure of electronic components (circuit boards, power supplies, panels).

• Defective compressors (refrigerators/ACs).

• Faulty motors (washing machines).

• Software or firmware issues (TVs) affecting normal use.

If a defect is confirmed, we will, at our discretion:

• Repair the product (using genuine TCL spare parts), or

• Replace the product with the same or equivalent model, or

• Refund (pro‑rata if beyond a reasonable period, or full refund within 14 days of delivery).

All repairs and replacements are free of charge (excluding any transport costs for returning the product, unless arranged by us).

3. What Is NOT Covered?

The warranty does not cover:

• Physical damage: Cracks, broken screens, dents, scratches, liquid damage, or impact damage from drops or mishandling.

• Misuse or abuse: Using the product outside its intended purpose or ignoring operating instructions.

• Unauthorised repairs: Opening, repairing, or modifying the product by anyone not authorised by TCL Kenya.

• Power surges or electrical faults: Damage caused by unstable electricity, lightning strikes, or incorrect voltage (use a stabilizer/surge protector).

• Consumables: Batteries, filters, bulbs, or accessories (these are covered only for 6 months).

• Normal wear and tear: Cosmetic changes, fading, or reduced performance over time.

• Improper installation: For ACs, washing machines, or wall‑mounted TVs – damage from non‑professional installation is not covered.

• Commercial use: Products used in businesses, hotels, or rental properties may have reduced or voided warranty – please inquire.

4. How to Make a Warranty Claim

Step 1: Contact us as soon as you notice the issue.
Step 2: Provide the following information:

• Order number or proof of purchase (receipt/invoice).

• Product serial number (found on the back or side of the unit).

• Clear description of the problem.

• Photos or a short video (highly recommended).

Step 3: Send to:

• Email: support@tclkenya.ke (preferred for warranty claims)

• WhatsApp: 0705885885 (send photos/video directly)

Step 4: We will respond within 2 business days with diagnosis instructions. You may be asked to bring the product to our office (Norwich Union House, Nairobi) or we may arrange a technician visit (fees may apply for remote areas).

Step 5: If repair/replacement is approved, we will complete it within 7–14 business days (depending on spare parts availability).

5. Warranty Service Locations

• In‑house service: For most TVs and small appliances, bring the product to our office (free inspection).

• On‑site service: For large items (refrigerators, ACs, washing machines), we will coordinate with our authorised service partner. A call‑out fee may apply for locations outside Nairobi (KSh 1,000–2,500 depending on distance).

• Door‑to‑door pickup: Available for select Nairobi estates (fee KSh 500 per way). Contact us to check eligibility.

6. Warranty Transferability

The warranty is tied to the original purchaser and is not transferable to a second owner unless you provide a valid proof of transfer and the original receipt. For gifts, the recipient may claim warranty using the original order details.

7. What If I Lose My Receipt?

We keep digital records of all orders placed through tclkenya.ke or at our physical showroom. Please contact us with your full name, phone number, and approximate purchase date. We will locate your order. For cash purchases without a receipt, warranty may be limited – always ask for a receipt.

8. Extended Warranty

Currently, we do not offer extended warranties beyond the standard manufacturer coverage. However, you may purchase additional protection from third‑party insurers – we can provide recommendations upon request.

9. Warranty vs. Return Policy

• Within 14 days of delivery: You may choose a refund (change of mind or defect) instead of warranty repair – see our Returns & Refund Policy.

• After 14 days but within warranty period: Only repair or replacement (no refund unless repair is impossible).

10. International Warranty

Products bought from TCL Kenya are warranted only within Kenya. If you travel with your TCL product outside Kenya, you will need to contact TCL in that country; warranty coverage may not apply.

11. Limitation of Warranty

To the maximum extent permitted by Kenyan law:

• This warranty is the sole and exclusive remedy for defective products.

• We are not liable for incidental or consequential damages (e.g., food loss from a broken refrigerator, lost business revenue).

• Any implied warranties (e.g., merchantability) are limited to the duration of this express warranty.

12. Contact for Warranty Support

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

Email (claims preferred): support@tclkenya.ke
Phone/WhatsApp: 0705885885

Hours: Monday–Friday 9 AM–5:30 PM, Saturday 10 AM–4 PM

13. Register Your Product (Optional)

While you are automatically covered by our sales records, we recommend registering your product for faster warranty service. Visit our Product Registration page (or send us an email with your product serial number and order number).