1. Our 30-day return period
You may request a return within 30 calendar days of purchase or delivery. To qualify, the product must be unused, complete, in its original packaging and accompanied by the receipt, invoice or other proof of purchase.
This policy is in addition to any rights you may have under applicable Kenyan consumer law. Nothing here limits rights that cannot legally be excluded.
2. Before returning an item
Contact us before sending or bringing back a product. We will confirm the return process and, where appropriate, provide troubleshooting support or a return reference. Please do not send equipment directly to the manufacturer unless we instruct you to do so.
3. Items that cannot normally be returned
- Software, licences, subscriptions, activation keys or downloadable products once supplied or activated.
- Products configured, programmed, adopted, registered or customised specifically for the customer.
- Cut-to-length cables, fibre, consumables, connectors or special-order items.
- Items damaged through misuse, incorrect installation, power surges, lightning, water, physical damage or unauthorised repair.
- Products missing serial labels, accessories, manuals, packaging or supplied components.
- Clearance or final-sale items where this was disclosed before purchase, except where the product is defective or the law provides otherwise.
4. Defective, damaged or incorrect products
Inspect your order as soon as possible. If an item arrives damaged, defective or different from what was ordered, contact us promptly with your proof of purchase, product serial number and clear photos or video where relevant. We will assess the product and may repair, replace or refund it depending on the circumstances, warranty terms and applicable law.
5. Inspection and approval
Returned products are inspected before a refund or exchange is approved. Testing may be required for routers, switches, cameras, PBXs, fibre equipment and other technical products. We will notify you of the outcome after inspection. A reduction may apply where an item has been used, damaged or is incomplete, to the extent permitted by law.
6. Refunds
Approved refunds are normally sent to the original payment method within 7–14 business days after approval. Bank, card or mobile-money processing times may vary. Delivery, installation, configuration and other completed service charges are not refundable unless the service was not delivered as agreed or applicable law requires otherwise.
7. Exchanges and warranty support
Where appropriate, an eligible item may be exchanged for the same model or an equivalent product, subject to availability. Manufacturer warranty periods and procedures differ by brand. Warranty support does not cover misuse, external damage, incompatible power supply, lightning, surge damage or unauthorised modification unless the manufacturer or law provides otherwise.
8. Return delivery costs
Customers are responsible for securely returning eligible change-of-mind items. If we confirm that an item was supplied defective, damaged or incorrect, we will agree a reasonable return or collection arrangement. We recommend insured, trackable delivery for valuable equipment.
9. Contact us
To request a return, call +254 710 354258, message us on WhatsApp, or visit Willie Digital Systems on Accra Trade Centre, 2nd Floor, Room SF29, Nairobi, Kenya.