Refunds & Returns Policy — Skyzone Electronics
Effective Date: September 26, 2025

Skyzone Electronics (“we”, “us”, “our”) is committed to providing clear, fair, and legally compliant return and refund processes. This policy explains returns, exchanges, refunds, warranty claims, and dispute resolution for all purchases made online at https://skyzoneelectronics.co.ke or in-store in Kenya.

1. Scope

This policy applies to all products sold by Skyzone Electronics to end customers in Kenya.

2. Eligibility for Returns

Customers may request a return within 15 calendar days from delivery or purchase. To qualify, the product must be:

  • Unused and in its original packaging

  • Complete with all accessories, manuals, and serial/IMEI numbers intact

  • Accompanied by proof of purchase (invoice, receipt, or order confirmation)

Products that have been opened, used, tampered with, or missing components are not eligible for return, unless defective.

3. Defective or Damaged Items

If a product is damaged or defective on delivery, notify us within 48 hours.

For verified defects or damage, we may:

  • Replace the product with the same model (availability permitting)

  • Offer a repair via the manufacturer’s authorised service

  • Issue a full refund if replacement or repair isn’t feasible

All replacement, repair, or refund decisions are based on a technical inspection. Returned items may be required for assessment.

4. Refunds — Timing & Method

Approved refunds are processed within 15 business days of confirmation.

Refunds will be issued to the original payment method. If unavailable, we will agree on an alternative method.

Shipping and delivery fees are non-refundable, except when the return is due to our error (e.g., wrong or defective item).

5. Non-Returnable Items

The following items are typically not returnable unless defective:

  • Consumables or hygiene products once opened (e.g., earphones)

  • Clearance, salvage, or heavily discounted items marked as “non-returnable”

  • Products damaged by misuse, accidental damage, neglect, or unauthorised repair

  • Items with intentionally altered or removed serial/IMEI numbers

6. Customer Responsibilities for Returns

  • Follow instructions provided by our Customer Service team

  • Package items securely for safe transit

  • Use a traceable courier and retain proof of postage until the refund or replacement is complete

Note: Risk of loss or damage in transit remains with the customer unless we arrange collection.

7. Warranty Claims

Many products include a manufacturer’s warranty. Warranty terms vary by product.

For warranty service:

  • Contact Skyzone Electronics with proof of purchase and a detailed description of the issue

  • We will advise whether the product should be returned to us, sent to an authorised service centre, or handled through another authorised process

8. Proof & Documentation

To process returns, exchanges, refunds, or warranty claims, provide:

  • Proof of purchase (invoice, receipt, or order confirmation)

  • Clear description of the issue; photographic evidence if applicable

  • Any requested serial/IMEI numbers or product identifiers

9. Dispute Resolution & Contact

For questions or disputes:

  • Phone: 0717 480 707

  • Email: info@skyzoneelectronics.co.ke

  • Address: Skymall Building, Gaberone Road, Nairobi, Kenya

We aim to respond within 48 business hours. If unresolved, customers may pursue remedies under Kenyan consumer protection law.

10. Policy Updates

We may update this policy to reflect operational or legal changes. The version on our website carries the effective date.

Appendix — Steps for Customers Requesting a Return

  1. Contact Skyzone Electronics by phone or email with order details and reason for return

  2. Await return authorization and instructions

  3. Package the item securely and ship via a traceable courier

  4. Retain proof of postage until the refund or replacement is completed