Refund and Returns Policy
1. Policy Overview
Zidi Electronics is committed to supplying quality, safe, and fit-for-purpose products. If a product does not meet acceptable quality standards or does not match its description, customers are entitled to remedies under Kenyan law.
Returns and refund requests must generally be made within 5 calendar days of delivery, except where a product is defective, unsafe, or misrepresented, in which case statutory rights apply beyond this period.
2. Customer Rights Under Kenyan Law
Under the Kenya Consumer Protection Act, customers have the right to:
Receive goods that are of acceptable quality, safe, and durable
Obtain accurate product information
Receive a refund, replacement, or repair for defective or misrepresented goods
Be protected from unfair, misleading, or deceptive business practices
This policy does not limit or override statutory consumer rights.
3. Conditions for Standard Returns (Non-Defective Items)
To qualify for a standard return:
The item must be unused, uninstalled, and in original condition
The item must include original packaging, accessories, and manuals
A valid proof of purchase must be provided
The request must be made within 5 days of delivery
Returns that fail to meet these conditions may be rejected or partially refunded.
4. Defective, Unsafe, or Misrepresented Products
If a product is found to be defective, unsafe, damaged on arrival, or materially different from its description, customers are entitled to:
A full refund, OR
A replacement, OR
A repair (where applicable)
Customers must notify Zidi Electronics within a reasonable time, preferably within 48 hours of delivery, for DOA (Dead on Arrival) cases.
Zidi Electronics will bear all reasonable return shipping costs for confirmed defective or misrepresented items, as required by law.
5. Partial Refunds
Partial refunds may apply where:
The item shows signs of use
Original packaging or accessories are missing
Damage is caused by customer misuse, negligence, power surges, or unauthorised installation
6. Non-Returnable Items
The following items are non-returnable, except where legally required due to defects or misrepresentation:
Gift cards or vouchers
Downloadable or digital software
Hygiene-sensitive personal care products
Products damaged by misuse or external factors
7. Refund Processing Timelines
Once a return is received and inspected:
Customers will be notified of approval or rejection
Approved refunds will be processed to the original payment method
Refund processing typically takes 5–10 working days, depending on banking or mobile money providers
8. Late or Missing Refunds
If a refund has not been received:
Confirm with your bank or mobile money provider
Allow reasonable processing time
Contact Zidi Electronics at sales@zidielectronics.co.ke or 0115080618
9. Sale and Promotional Items
Items purchased during sales or promotions may be subject to limited refund eligibility, except where the product is defective or misrepresented, in which case full statutory rights apply.
10. Exchanges
Exchanges are offered where:
The product is defective or damaged upon delivery
A replacement of the same model is available
Requests must be made through sales@zidielectronics.co.ke before returning the product.
11. Gifts
If an item was marked as a gift and shipped directly to the recipient, store credit may be issued upon return
Refunds for gift purchases not marked as gifts will be issued to the original buyer
12. Return Shipping Policy
Customers bear return shipping costs for non-defective items
Zidi Electronics covers shipping costs for confirmed defective, unsafe, or misrepresented products
Customers are encouraged to use trackable shipping services
Zidi Electronics is not responsible for lost return parcels not shipped through approved channels
13. Warranty vs. Return Rights
Returns and refunds under this policy are separate from manufacturer warranty coverage.
Products outside the return window but still under warranty will be serviced under Zidi Electronics warranty terms, without limiting legal consumer rights.
14. Business Fairness & Abuse Prevention
Zidi Electronics reserves the right to refuse returns where:
Fraud or abuse is suspected
Items show evidence of intentional damage
Return policies are repeatedly exploited
This is done while respecting lawful consumer rights.
15. Contact & Complaints Resolution
For return requests, complaints, or legal consumer concerns, contact:
sales@zidielectronics.co.ke
0115080618
Returns Address: Emirates Mall, Mfangano Street, Nairobi, Kenya
If a dispute cannot be resolved, consumers may escalate complaints to the Competition Authority of Kenya (CAK) or other lawful dispute-resolution channels.
16. Legal Disclaimer
This policy is governed by the Kenya Consumer Protection Act, 2012, and related consumer laws. Where this policy conflicts with statutory law, the law shall prevail.