Warranty and Repair Policy

Exelic Gadgets LTD
Website: https://exelicgadgets.co.ke/
Call: +254 112891117
Email: [email protected]
Location: Mithoo Biashara Centre, F01, Opposite the Bazaar Plaza, Nairobi CBD

This Warranty and Repair Policy outlines the terms and conditions for warranties, repairs, replacements, and refunds for products purchased from Exelic Gadgets LTD. We are committed to providing quality products and services to our customers. Please read this policy carefully to understand your rights and responsibilities.

1. Warranty Coverage

1.1 Smartphones

Standard Warranty Period: All smartphones come with a 1-year warranty unless otherwise stated. Certain models may carry a 24-month warranty, which will be clearly indicated at the time of purchase.
Warranty Registration: It is the customer’s responsibility to register the warranty with the manufacturer, where applicable, to activate the warranty coverage.
Coverage: The warranty covers manufacturing defects in materials and workmanship under normal use. It does not cover damages caused by misuse, accidents, unauthorized repairs, or modifications.
Conditions: The warranty is valid only if the manufacturer has a local presence in Kenya.

1.2 Laptops

New Laptops: All new laptops come with a 1-year warranty unless otherwise stated.
Used or Ex-Display Laptops: Used or ex-display laptops come with a 4-month warranty unless otherwise specified.
Coverage: The warranty covers manufacturing defects in materials and workmanship under normal use. It does not cover damages caused by misuse, accidents, unauthorized repairs, or modifications.
Conditions: The warranty is valid only if the manufacturer has a local presence in Kenya.

1.3 Accessories

Warranty: Accessories (e.g., chargers, earphones, cases) do not come with a warranty unless explicitly stated at the time of purchase.
Coverage: Where a warranty is provided, it will cover manufacturing defects only, subject to the terms specified at the time of purchase.

1.4 Software Products and Digital Codes

Warranty: Software products and digital codes do not carry any warranty unless otherwise stated.
Non-Returnable: Due to their nature, software products and digital codes are non-returnable and non-refunded once purchased or activated.

2. Replacements and Refunds

Eligibility: Replacements and refunds are available only for hardware products (e.g., smartphones, laptops) within the first 5 days of purchase under the following conditions:

The product is defective or not as described at the time of purchase.
The product is returned in its original condition, with all original packaging, accessories, and documentation.
Proof of purchase (e.g., receipt or invoice) is provided.

Exclusions: Replacements and refunds are not available for:

Products damaged due to misuse, accidents, or unauthorized repairs.
Accessories, software products, or digital codes, unless explicitly stated otherwise.
Products purchased beyond the 5-day period.

Process:

Contact Exelic Gadgets LTD within 5 days of purchase via email ([email protected]) or phone (+254 112891117).
Provide proof of purchase and a detailed description of the issue.
Return the product to our store at Mithoo Biashara Centre, F01, Opposite the Bazaar Plaza, Nairobi CBD, for inspection.
Upon verification, Exelic Gadgets LTD will determine whether a replacement or refund is appropriate.

Refunds: Refunds, if approved, will be processed within 7-14 business days to the original payment method.

3. Repair Policy

Warranty Repairs:

For products under warranty, repairs for manufacturing defects will be facilitated through the manufacturer’s local service center in Kenya, if available.
Customers must present proof of purchase and comply with the manufacturer’s warranty registration requirements.
Exelic Gadgets LTD will assist in coordinating warranty repairs but is not responsible for delays or decisions made by the manufacturer.

Non-Warranty Repairs:

For products outside the warranty period or damages not covered by warranty, repair services may be available at the customer’s expense.
Contact Exelic Gadgets LTD for a repair quote and availability.

Repair Process:

Bring the product to our store or contact us to arrange repair services.
Our team will assess the product and provide an estimated repair cost and timeline, if applicable.
Repairs will only proceed upon customer approval of the quoted cost.
Note: Exelic Gadgets LTD is not liable for any data loss during repairs. Customers are responsible for backing up their data before submitting a product for repair.

4. Warranty Exclusions

The warranty does not cover:

Damage due to misuse, abuse, neglect, or accidents (e.g., drops, liquid damage, or exposure to extreme conditions).
Unauthorized repairs or modifications.
Normal wear and tear, including scratches, dents, or cosmetic damage.
Products used for commercial purposes unless explicitly covered by the manufacturer.
Issues arising from software updates, viruses, or user-installed applications.
Products without a valid proof of purchase or warranty registration (where applicable).

5. Manufacturer’s Local Presence

Warranty coverage is contingent upon the manufacturer having a local presence in Kenya. If the manufacturer does not have an authorized service center in Kenya, warranty services may not be available.
Customers are encouraged to verify the manufacturer’s presence in Kenya at the time of purchase.

6. Customer Responsibilities

Warranty Registration: Customers must register their product warranty with the manufacturer, if required, to activate coverage.
Proof of Purchase: Retain proof of purchase (e.g., receipt or invoice) for warranty claims or repairs.
Proper Use: Use products in accordance with the manufacturer’s guidelines to avoid voiding the warranty.
Data Backup: Back up all data before submitting a product for repair or replacement.

7. Contact Us

For warranty claims, repairs, replacements, or refunds, please contact us:

Email: [email protected]
Phone: +254 112891117
Visit Us: Mithoo Biashara Centre, F01, Opposite the Bazaar Plaza, Nairobi CBD

Our team is available to assist you with any questions or concerns regarding this policy.

8. Policy Updates

Exelic Gadgets LTD reserves the right to update or modify this Warranty and Repair Policy at any time.