Warranty and Repair Policy

Exelic Gadgets LTD

Website: https://exelicgadgets.co.ke/
Call: +254 112891117
Email: exelicgadgets@gmail.com
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 new 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 coverage.
Coverage: The warranty covers manufacturing defects in materials and workmanship under normal use.

1.2 Laptops

New Laptops: Come with a 1-year warranty unless otherwise stated.
Used or Ex-Display Laptops: Come with a 1-month warranty unless otherwise specified.
Coverage: Covers manufacturing defects in materials and workmanship under normal use.

1.3 Accessories

Warranty: Accessories (e.g., chargers, earphones, cases) do not come with a warranty unless explicitly stated at the time of purchase. Where provided, it covers manufacturing defects only.

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, they are non-returnable and non-refundable once purchased or activated.

1.5 Special Warranty Types & Limitations (Important)

Global and Region-Specific Warranties: Some products may include a global warranty or a warranty tied specifically to the region where the product was originally sourced (e.g., US, UK, or UAE variants). Please note that these warranties are often not covered locally in Kenya. If a product lacks a local warranty but has a region-specific one, local authorized service centers may refuse to service it.
Manufacturer Responsibility for Local Warranties: For products sold with a one-year local warranty, please understand that Exelic Gadgets acts solely as a retailer. It is entirely up to the manufacturer to honor that warranty. The approval of claims, repair timelines, and final decisions are governed by the manufacturer’s terms and conditions and are ultimately beyond our control.
Exelic Gadgets Store-Provided Warranty: In cases where a product comes with absolutely no manufacturer warranty (local or global), Exelic Gadgets may, at our sole discretion, offer a custom store warranty for a specified duration. This store warranty strictly covers manufacturer defects only and does not cover physical damage, liquid damage, or user negligence.

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 or phone.
Provide proof of purchase and a detailed description of the issue.
Return the product to our store for inspection.
Upon verification, we will determine whether a replacement or refund is appropriate.
Refunds: If approved, refunds will be processed within 5 business days to the original payment method.

3. Repair Policy

Warranty Repairs:

For products under a local 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.
While Exelic Gadgets LTD will assist in coordinating these repairs, we are not responsible for delays, rejections, or decisions made by the manufacturer.

Non-Warranty Repairs:

For products outside the warranty period, those with voided warranties (e.g., physical damage), or those with region-specific warranties not supported in Kenya, repair services may be available at the customer’s expense.
Contact us 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.
Repairs will only proceed upon your 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

Regardless of whether the warranty is local, global, or store-provided, it does not cover:

Damage due to misuse, abuse, neglect, or accidents (e.g., drops, liquid damage, or exposure to extreme temperatures).
Unauthorized repairs, tampering, 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 third-party applications.
Products without a valid proof of purchase or warranty registration.

5. Manufacturer’s Local Presence

Local warranty coverage is strictly contingent upon the manufacturer having an authorized presence or service center in Kenya. If the manufacturer does not have an authorized facility locally, warranty services must be routed through their specified global channels, which may incur shipping costs or extended delays not covered by Exelic Gadgets LTD. Customers are encouraged to verify the manufacturer’s local presence at the time of purchase.

6. Customer Responsibilities

Warranty Registration: Register your product warranty with the manufacturer, if required, to activate coverage.
Proof of Purchase: Retain your receipt or invoice for all warranty claims or repairs.
Proper Use: Use products in accordance with the manufacturer’s guidelines to avoid voiding the warranty.
Data Backup: Safely back up all personal data before submitting a product for any repair, replacement, or inspection.

7. Contact Us

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

Email: exelicgadgets@gmail.com
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 without prior notice