Returns & Refunds Policy

Overview

At Jebotel, we stand behind the quality of our products. We understand that sometimes a purchase may not meet your expectations or requirements. This Returns & Refunds Policy outlines the process for returning items and requesting refunds for purchases made through our website or physical store.

Return Eligibility

Eligible Returns

You may return items purchased from us within 7 calendar days of delivery if:

1. The item arrived damaged or defective
2. The item received is different from what was ordered
3. The item doesn’t perform as described or advertised
4. The item is unopened and in its original packaging (for non-defective returns)

Non-Eligible Returns

The following items cannot be returned:

1. Custom-configured or special-order equipment
2. Software with broken seals or activated licenses
3. Items marked as “non-returnable” on the product page
4. Consumable items that have been opened (cables, connectors, etc.)
5. Items showing signs of misuse, physical damage, or improper installation
6. Items returned after the 7-day return period

Return Process

To initiate a return:

1. Contact Us: Email our customer service at [email address] or call [phone number] within 7 days of receiving your order
2. Provide Information: Include your order number, the item(s) you wish to return, and the reason for return
3. Return Authorization: Wait for our confirmation and Return Authorization Number (RAN)
4. Package the Item: Securely pack the item in its original packaging including all accessories, manuals, and free gifts that came with it
5. Return Shipping:
   • For defective items or our error: We will arrange pickup at no cost to you
   • For change of mind returns: You are responsible for return shipping costs
6. Processing Time: Returns are typically processed within 5-7 business days after receipt

Refund Information

Refund Methods

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card: 3-5 business days for the amount to reflect in your account
• M-Pesa: 1-2 business days
• Bank Transfer: 5-7 business days
• Store Credit: Immediate

Refund Amounts

• Full Refunds: Issued for defective items, incorrect items shipped, or items significantly not as described
• Partial Refunds: May be issued for items with missing components or packaging, or items showing signs of light use
• Restocking Fee: A 15% restocking fee may apply for non-defective returns due to change of mind

Shipping charges are non-refundable except in cases where we shipped an incorrect or defective item.

Exchanges

If you prefer to exchange an item rather than receive a refund:

1. Follow the return process outlined above
2. Clearly indicate the item you wish to receive as a replacement
3. If there is a price difference:
   • If higher: You will need to pay the difference
   • If lower: We will refund the difference to your original payment method

Warranty Returns & Repairs

For items that fail after the 7-day return period but within the warranty period:

1. Contact our technical support team at [email/phone]
2. We will guide you through troubleshooting steps
3. If the issue persists, we will provide warranty service options:
   • Repair
   • Replacement

Most network equipment we sell comes with a standard 3-months manufacturer warranty unless otherwise specified on the product page.

Damaged Items on Delivery

If you receive a visibly damaged package:

1. Note the damage on the delivery receipt before signing
2. Take photos of the damaged packaging and product
3. Contact us immediately at [phone number] or [email]
4. Do not discard the original packaging until the claim is resolved

Right to Refuse Returns

We reserve the right to refuse returns if:

1. The return is made outside the specified return period
2. The product shows signs of misuse or abuse
3. The product is incomplete (missing parts, accessories, etc.)
4. No valid proof of purchase is provided

Consumer Rights

This Returns & Refunds Policy does not affect your statutory rights as a consumer under Kenyan law.

Contact Information

For any questions or concerns regarding returns and refunds, please contact our Customer Service team:

• Email: sales@jebotel.co.ke
• Phone: +254 721 603352
• Live Chat: Available on our website during business hours
• In-Person: Visit our Mombasa store location

We strive to make the return and refund process as smooth as possible for our customers.