Refund and Returns Policy

Returns and Refunds Policy

At Kenya Solar Shop, we are committed to delivering quality products and exceptional service. We understand that sometimes your purchase may not be quite right, and we are here to make your return or refund process as smooth and transparent as possible.

✅ Eligibility for Returns

We accept returns under the following conditions:

  • The item must be returned within 7 calendar days from the date of purchase or delivery.
  • The product must be in new, unused condition and returned with all original packaging, manuals, accessories, and proof of purchase (receipt or order confirmation).
  • Items that are damaged due to misuse, mishandling, or electrical faults not caused by product defects will not be accepted for return.

❌ Non-Returnable Items

Certain items are not eligible for return or refund, including:

  • Custom-built or special-order products
  • Software, or items with opened or broken seals
  • Products sold under a clearance, final sale, or promotional discount
  • Any product returned after 7 days without prior authorization

💰 Refund Process

Once your returned item is received and inspected:

  1. You will receive an email or call confirming receipt and the status of the return.
  2. If approved, your refund will be processed within 5–7 business days.
  3. The refund will be credited to your original payment method (e.g., M-Pesa, bank transfer, card).
  4. In cases of rejected refunds, the item will be returned to the customer or held for pickup.

Please note: Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., you received the wrong item or a faulty product).

🔁 Exchanges

If you received a defective or damaged item, we’re happy to exchange it for the same or an equivalent product, subject to stock availability. Contact us immediately after delivery to arrange an exchange.

📦 How to Initiate a Return

To begin a return or refund request:

  • Contact our support team via email or phone with your order details and reason for return.
  • Once approved, we will guide you through the return process, including drop-off or shipping instructions.

Get in Touch

We’re here to help! Reach out to us anytime for support, product inquiries, or service requests.

📧 Email Support

📞 Call Us

  • Office Lines: +254 111 053530 | +254 757 077 123
  • Sales Support: +254 717 492 458 | +254 705 061 598

🏢 Visit Our Store

Kenya Solar Shop
Kai Plaza, 4th Floor,
Tom Mboya Street,
Nairobi, Kenya