Returns & Refund Policy

Effective Date: August 1, 2026

At Hisense Nairobi, we’re committed to providing genuine Hisense electronics and exceptional customer service. We carefully inspect every order before dispatch to ensure it reaches you in excellent condition.

If you experience an issue with your purchase, this policy explains how returns, exchanges, and refunds are handled.

Return Eligibility

Returns are only accepted where they meet the conditions outlined in this policy.

To be eligible for a return, you must:

  • Notify us within 48 hours of receiving your order.

  • Provide proof of purchase.

  • Return the product with all original accessories, manuals, and packaging where applicable.

  • Allow our team to inspect the product before a return, exchange, or refund is approved.

All return requests are subject to verification and approval by Hisense Nairobi.

Products Not Eligible for Return

To protect the quality and integrity of our products, we cannot accept returns for:

  • Products returned more than 48 hours after delivery.

  • Products returned due to a change of mind.

  • Products that have been misused, damaged, or modified after delivery.

  • Products with missing accessories, manuals, or essential components.

  • Products damaged as a result of improper handling or installation.

  • Products showing signs of unauthorized repair or alteration.

Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery.

To help us resolve your request quickly, we may ask you to provide:

  • Your order number.

  • Clear photos of the product.

  • Photos of the packaging.

  • A brief description of the issue.

Once your request has been reviewed and verified, we’ll work with you to provide the most appropriate solution, which may include:

  • A replacement.

  • An exchange.

  • A repair (where applicable).

  • A refund.

Product Inspection Upon Delivery

We encourage customers to inspect their order upon delivery.

If the package appears damaged, tampered with, or there are visible signs of mishandling during transportation, please inform the G4S delivery representative and contact Hisense Nairobi immediately.

Prompt reporting helps us investigate the issue quickly and provide the best possible resolution.

Change of Mind

We do not accept returns or refunds due to a change of mind.

We encourage customers to review product specifications carefully before placing an order. If you need assistance choosing the right product, our team is always happy to help before you make your purchase.

Refund Policy

Refunds are only issued after the returned product has been received, inspected, and approved.

Refunds may be approved where:

  • A product is confirmed to have a manufacturing defect.

  • An incorrect product was supplied.

  • A replacement product is unavailable.

  • Hisense Nairobi is unable to fulfil your order.

Once approved, refunds will be processed within seven (7) business days.

The refund method will be agreed upon with the customer based on the original transaction.

Exchanges

Where possible, we prefer to replace a defective or incorrect product before issuing a refund.

Exchanges are subject to product availability and inspection.

Return Shipping

Verified Defective Products

If a product is confirmed to have a manufacturing defect, Hisense Nairobi will arrange the return and cover the applicable return shipping costs.

Incorrect Product Delivered

If we accidentally deliver the wrong product, Hisense Nairobi will cover all collection and delivery costs and arrange to provide the correct item as quickly as possible.

Customer-Initiated Returns

Returns requested for reasons not covered by this policy, including change of mind, are generally not accepted.

Manufacturer Warranty

Many Hisense products are covered by a manufacturer’s warranty.

Warranty coverage generally applies to manufacturing defects under normal household use and does not cover:

  • Accidental damage.

  • Misuse or negligence.

  • Improper installation.

  • Unauthorized repairs or modifications.

  • Damage caused after delivery through improper handling.

Warranty periods may vary depending on the product purchased. Please refer to the warranty documentation supplied with your product.

Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been handed over to G4S for delivery, cancellation may no longer be possible. However, we encourage you to contact us immediately, and we’ll do our best to assist where possible.

How to Request a Return

Step 1

Contact our customer support team within 48 hours of receiving your order.

Step 2

Provide your:

  • Order number.

  • Contact details.

  • Description of the issue.

Step 3

If requested, send photographs of the product and its packaging.

Step 4

Our team will review your request and advise you on the next steps.

Step 5

If approved, we’ll arrange a replacement, exchange, repair, or refund in accordance with this policy.

Need Assistance?

If you have any questions regarding returns, refunds, exchanges, or warranty claims, please contact us.

Hisense Nairobi

Phone: 0798 730 650

Email: orders@hisensenairobi.co.ke

Business Hours: Monday – Saturday, 8:00 AM – 5:00 PM

Showroom Address
Gabarone Line Skymall Building
3rd Floor, Shop No. 502
Nairobi, Kenya

Our Commitment to You

We understand that purchasing electronics is an important investment. That’s why we’re committed to providing genuine Hisense products, transparent policies, and fair resolutions whenever an issue arises.

Our goal is to make every shopping experience with Hisense Nairobi simple, secure, and reliable.