Refund and Returns Policy

At Zabil Technologies, we want every customer to receive products that are correctly described, functional, and suitable for their intended use. This policy explains when products may be returned, exchanged, repaired, replaced, or refunded.

Eligible returns may be handled through product exchange, replacement, repair, or refund, subject to inspection and approval. Where a refund is approved, it will be processed through the original payment provider used for the purchase.

Return and Exchange Period

  • You may request a return or exchange within 15 days from the date you receive your product.
  • For in-store purchases, the return period starts from the date shown on your receipt.
  • For online orders, the return period starts from the date the product is delivered to you.
  • After 15 days, returns may only be handled under a valid manufacturer warranty where applicable.

Eligibility for Returns

  • The product must be unused, unless the return is due to a confirmed defect.
  • The product must be in the same condition as received.
  • The product must be returned with its original packaging, accessories, manuals, cables, warranty cards, and any free items supplied.
  • You must provide the original receipt, invoice, order number, or proof of purchase.
  • The product must not be damaged through misuse, incorrect installation, power surge, liquid damage, physical impact, unauthorized repair, or customer handling.

Products That Cannot Be Returned

Some items cannot be returned unless they are defective, damaged on arrival, or incorrectly supplied.

  • Software, license keys, activation codes, and digital products once opened, delivered, activated, or used.
  • Opened CDs, DVDs, operating systems, antivirus software, and other sealed media.
  • Consumables such as toner, ink cartridges, batteries, thermal paper, cleaning products, and similar items once opened or used.
  • Items damaged by power issues, incorrect use, poor installation, or unauthorized repair.
  • Custom-ordered, specially sourced, or clearance products, unless faulty or incorrectly supplied.
  • Products missing serial numbers, warranty labels, packaging, accessories, or proof of purchase.

Defective, Damaged, or Incorrect Items

If your product is defective, damaged on delivery, or not the item you ordered, contact us as soon as possible within the return period.

We may request:

  • Your order number or receipt.
  • Clear photos or videos showing the issue.
  • The product serial number where applicable.
  • A description of the problem.

After inspection and approval, we may offer one of the following:

  • Repair
  • Replacement
  • Exchange
  • Refund through the original payment provider

Refunds

  • Refunds are only processed after the returned item has been received at our Nairobi CBD shop, inspected, and approved.
  • Approved refunds will be processed through the original payment provider used for the purchase, such as card, bank, mobile money, or checkout payment provider.
  • Approved refunds may take up to 7 business days to process after inspection and approval, depending on the payment provider.
  • Delivery, installation, setup, service, and handling fees are non-refundable unless the issue was caused by an error by Zabil Technologies.
  • No restocking fee is charged for approved returns.

Exchanges

We replace or exchange items only when:

  • The item is defective.
  • The wrong item was supplied.
  • The item was damaged before delivery.
  • The item qualifies for exchange under this policy.

If the same item is not available, Zabil Technologies may offer a similar replacement product, subject to stock availability and inspection approval. Price differences may apply when exchanging for a different product.

Partial Approval or Rejection

Some returns may only qualify for partial approval or may be rejected after inspection.

This may apply where:

  • Items are returned with missing accessories or packaging.
  • Items show signs of use.
  • Items are not in their original condition.
  • Items are returned after the approved return period.
  • Items have damage not caused by Zabil Technologies.

Each case is reviewed based on the product condition, proof of purchase, and inspection results.

Warranty Claims

Some products are covered by manufacturer warranty. Warranty coverage depends on the product brand, manufacturer terms, product condition, and warranty period.

Warranty does not cover:

  • Physical damage
  • Liquid damage
  • Burnt components
  • Power surge damage
  • Misuse or negligence
  • Unauthorized repair or tampering
  • Software issues caused by customer installation or modification
  • Damage caused by incompatible accessories or incorrect installation

For warranty claims, you must provide proof of purchase and return the product to our Nairobi CBD shop for inspection.

Return Method

Returns are handled at our physical shop. Customers should bring the product to our Nairobi CBD shop for inspection.

Customers should contact Zabil Technologies before visiting the shop to confirm the return request and the required documents.

Zabil Technologies
Sky Mall, 1st Floor, Shop 308
Luthuli Avenue, Nairobi CBD, Kenya

  • Customers are responsible for bringing the product to our shop for return inspection.
  • Products sent through courier, mail, or third-party delivery without prior written confirmation from Zabil Technologies may not be accepted.
  • Zabil Technologies is not responsible for items lost or damaged while being brought or sent for return inspection.

In-Store Returns

Products may be returned in-store at our physical location.

Please carry:

  • The product
  • Original packaging and accessories
  • Receipt, invoice, order number, or proof of purchase
  • Warranty card, where applicable

Order Cancellations

  • You may request to cancel an order before it has been dispatched or collected.
  • If the order has already been dispatched, delivered, or collected, it will be handled under the return process above.
  • Special-order or custom-sourced items may not be cancellable once procurement has started.

Contact Us

If you have questions about a return, exchange, replacement, repair, refund, or warranty claim, contact us:

Phone: +254 798 130 000
Email: sales@zabiltechnologies.co.ke
Location: Sky Mall, 1st Floor, Shop F308, Luthuli Avenue, Nairobi CBD, Kenya
Open Hours: Monday – Saturday, 8:30 a.m. – 6:30 p.m. GMT+3