Policy Overview
01At Tech At First Call, customer satisfaction is our priority. We accept returns on both defective and non-defective products within the stipulated return window, provided all conditions are met. We also accept product exchanges.
This policy applies to all purchases made through our website techatfirstcall.com and our physical store(s) in Kenya.
Return Eligibility
02We accept returns for the following types of products:
- Defective or faulty products (hardware failure, manufacturing defects)
- Products that arrived damaged in transit
- Wrong item delivered (different from order)
- Unopened products in original packaging
- Products with missing accessories at delivery
- Returns requested after 6 days from purchase/delivery date
- Products with physical damage caused by the customer
- Items that have been tampered with or modified
- Software, digital licenses, or downloadable content
- Opened consumables (cartridges, batteries) unless defective
Product Condition: We accept returns for new products only — unopened in original packaging or never used. Opened or slightly-used products are accepted only for manufacturing defects or damage upon arrival.
How to Initiate a Return
03The entire process must be initiated within 6 days of receiving your order.
- Contact Us — Email info@techatfirstcall.com, call our care line, or use live chat. Include your order number and issue description.
- Get Approval — Our team responds within 1 business day. We may request photos or a short video of the defect.
- Pack the Item — Use the original packaging with all accessories, manuals, and cables. Attach your receipt or order confirmation inside.
- Drop Off or We Collect — Bring to our store, drop at an approved location, or arrange courier pick-up (charges may apply for non-defective items).
- Inspection & Resolution — We inspect within 1–2 business days then proceed with your refund, exchange, or repair.
Do not send items back without first receiving return approval. Unauthorised returns may be rejected and returned to sender at the customer's cost.
Return Methods
04We offer the following return methods for your convenience:
In-Store Returns: Bring your item to our store with a receipt or order confirmation and valid ID. Our team processes returns on the spot (subject to inspection).
Drop-Off Location: Drop the item at our approved courier partner locations across Nairobi and other major towns. Contact us for the nearest drop-off point.
Refunds
05Once your returned item has been received and inspected, we will notify you of the refund decision. If approved, your refund is processed promptly.
We charge absolutely no restocking fee on any approved return — you receive the full purchase amount.
Refunds are issued via the original payment method (M-Pesa, bank transfer, card, etc.). Depending on your provider, funds may take an additional 1–3 business days to reflect in your account.
Shipping or delivery costs are non-refundable unless the return is due to our error (wrong item, item damaged by us, etc.).
Exchanges
06We accept product exchanges within the same 6-day return window. You may request an exchange for:
- The same product (replacement for a defective unit)
- A different variant of the same product (e.g. different storage size or colour)
- A different product of equal or higher value (you pay the difference)
Contact us first, get approval, then bring or send in the item. If the exchange item is out of stock, a full refund will be offered instead.
Warranty Claims
07Many products come with a manufacturer's warranty. Coverage and duration vary by brand — check the product page or included documentation for specifics.
- Warranty claims outside the 6-day window go to the manufacturer or through us as an authorised reseller
- We assist in facilitating warranty repairs or replacements wherever possible
- Warranty does not cover physical damage, water damage, or misuse
- Contact us with proof of purchase and serial number to start a warranty claim
Contact Us
08Have questions about a return or refund? Our team is ready to help.
Get Support
Please have your order number, purchase date, and issue description ready when contacting us — it helps us resolve your case faster.