Effective Date: June 26, 2026

At Fahari Electronics Limited, our core value of Integrity means we stand behind the premium, genuine technology we offer. We want you to be completely satisfied with your purchase. To ensure total transparency and protect your shopping experience, this policy outlines our rules regarding refunds, returns, and exchanges.

1. Return Eligibility Window

We offer a 7-day return policy for eligible items. You have exactly 7 days from the date your item was successfully delivered to your designated doorstep or local courier collection point to request a return.

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused, uninstalled, and in the exact same condition that you received it.
  • It must be in its original, unopened packaging with all factory seals, protective plastics, and tags intact.
  • All accessories, manuals, cables, and promotional items included in the original box must be returned complete.
  • You must provide a valid receipt, invoice, or proof of purchase from our website.

2. Non-Returnable Items

Certain types of items cannot be returned due to health, safety, or administrative reasons:

  • Opened software, digital download cards, or pre-paid service cards.
  • Items with visible signs of personal use, physical damage, scratches, or altered serial numbers.
  • Products missing their original retail box, packaging materials, or structural inserts.
  • Clearance items or products explicitly marked as “Final Sale” at the time of purchase.

3. Damaged, Defective, or Incorrect Items

Inspect Your Order Immediately We take great care in processing your orders, but we urge you to inspect your package as soon as it arrives.

If your item arrives broken, defective, or is completely different from what you ordered, please contact our support team within 24 hours of delivery:

  • Call/WhatsApp: 0798 823 314
  • Email: shopping@faharielectronics.co.ke

For confirmed manufacturer defects or fulfillment errors, we will arrange for a prompt replacement or full refund at no additional logistics cost to you.

4. The Return Process

If you need to return an eligible item, please follow these structured steps:

  1. Submit a Request: Contact our Nairobi-based support team via email or WhatsApp during active business hours to open a return authorization ticket. Provide your order number, clear photographs of the item, and the reason for the return.
  2. Review & Approval: Our team will review your request. If approved, we will provide you with specific drop-off instructions or coordinate with our third-party courier partners for return transit.
  3. Fulfillment Center Check: Once the item is received at our facility, our technicians will inspect it to verify its condition and serial numbers.

5. Refunds & Processing Timelines

  • Approval Notification: Once our inspection is complete, we will send you an email or message notifying you whether your refund has been officially approved or rejected based on the condition of the item.
  • Method of Refund: Approved refunds will be automatically issued back to your original payment method (such as M-Pesa or your respective debit/credit card).
  • Timeline: Please allow 3 to 7 business days for the financial transaction to reflect in your account once the refund is initiated, depending on your bank or mobile money service provider.

6. Return Shipping Fees

  • Customer Responsibility: For change-of-mind returns or instances where a customer orders an incorrect model by mistake, the customer is responsible for paying the direct courier/shipping costs associated with returning the item to our Nairobi hub.
  • Shipping Fees are Non-Refundable: If you receive a refund, the original shipping fee paid for nationwide delivery will be deducted from your total refund amount.

7. Need Assistance?

Our active customer care and logistics support are online during the following hours to answer any questions regarding your return journey:

  • Monday – Friday: 8:00 AM – 6:00 PM (08:00 – 18:00)
  • Saturday: 8:00 AM – 6:00 PM (08:00 – 18:00)
  • Sunday: Closed (Our website is open 24/7 for order placement, but returns are processed on business days)
  • Physical Location: Gaberone Plaza, 6th Floor, Nairobi, Kenya