Refund and Returns Policy for Exelic Gadgets LTD

Last Updated: September 2, 2025

At Exelic Gadgets LTD (“Exelic Gadgets,” “we,” “us,” or “our”), we strive to ensure your satisfaction with every purchase made through our website exelicgadgets.co.ke or at our physical store in Nairobi CBD. This Refund and Returns Policy outlines the conditions under which you may return products and request refunds. If you have any questions, please contact us at [email protected] or +254 112891117.

1. Eligibility for Returns

You may return eligible products purchased from Exelic Gadgets LTD under the following conditions:

• Timeframe: Returns must be initiated within 5 days of delivery or purchase date for online and in-store purchases, respectively.
• Condition: Products must be unused, in their original packaging, and in the same condition as received, including all accessories, manuals, and documentation.
• Proof of Purchase: You must provide a valid receipt, order confirmation, or other proof of purchase.

Non-Returnable Items

The following items are not eligible for return unless defective:

• Customized or personalized products.
• Products marked as “final sale” or “non-returnable” at the time of purchase.
• Gift cards or digital products.
• Opened or used consumable items (e.g., batteries, accessories).

2. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Email us at [email protected] or call +254 112891117 within 7 days of receiving your order. Provide your order number, the product(s) you wish to return, and the reason for the return.
2. Return Authorization: We will provide you with a return authorization number and instructions for returning the product.
3. Return Shipping: Package the product securely and ship it to the address provided (typically our Nairobi CBD store: Exelic Gadgets LTD, Nairobi CBD, Kenya). You are responsible for return shipping costs unless the return is due to a defect or error on our part.
4. Inspection: Upon receiving the returned product, we will inspect it to ensure it meets the eligibility criteria.

3. Refunds

3.1 Refund Eligibility

Refunds will be issued for eligible returns under the following circumstances:

• The product meets the return eligibility criteria outlined in Section 1.
• The return is received and inspected within 10 days of issuing the return authorization.
• The product was purchased directly from exelicgadgets.co.ke or our Nairobi CBD store.

3.2 Refund Process

• Processing Time: Refunds will be processed within 14 days of receiving and approving the returned product.
• Refund Method: Refunds will be issued to the original payment method (e.g., credit/debit card, M-Pesa, or bank transfer). Alternatively, at our discretion, we may offer store credit.
• Non-Refundable Costs: Original shipping costs, return shipping costs, and any additional fees (e.g., customs duties) are non-refundable unless the return is due to a defect or error on our part.

3.3 Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product:

• Notify us within 48 hours of delivery by contacting [email protected] or +254 112891117. Please include photos and a description of the issue.
• We will provide a replacement or full refund, including any shipping costs, at no additional cost to you.
• If a replacement is not available, we will issue a refund or store credit, at your preference.

4. Exchanges

We offer exchanges for defective or incorrect products, subject to availability. If you wish to exchange a product for a different item (e.g., a different model or color), please initiate a return and place a new order for the desired item. Contact us at [email protected] for assistance.

5. Manufacturer Warranties

Some products may come with a manufacturer’s warranty, details of which will be included with the product or available upon request. Warranty claims should be directed to the manufacturer or through us, as applicable. Exelic Gadgets LTD does not provide additional warranties beyond those offered by the manufacturer.

6. International Orders

For orders shipped outside Kenya, additional terms apply:

• You are responsible for any customs duties, taxes, or fees imposed by your country.
• Return shipping costs for international orders are your responsibility unless the return is due to a defect or error on our part.
• Refunds for international orders will exclude any customs duties or taxes paid.

7. Cancellations

• Before Shipment: You may cancel an order before it is shipped by contacting us at [email protected] or +254 112891117. A full refund will be issued to the original payment method.
• After Shipment: Once an order has shipped, it is subject to our standard return process (see Section 2).

8. Contact Us

For assistance with returns, refunds, or any related inquiries, please contact us at:

Exelic Gadgets LTD
Nairobi CBD, Kenya
Email: [email protected]
Phone: +254 112891117

We aim to respond to all inquiries within 48 hours.

9. Changes to This Policy

We may update this Refund and Returns Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on exelicgadgets.co.ke with the “Last Updated” date revised. Please review this page periodically.

By purchasing from Exelic Gadgets LTD, you acknowledge that you have read, understood, and agree to this Refund and Returns Policy.