Every device we sell carries a written warranty card in the box. This page is the full policy — there is no smaller version of it that appears later.
What’s covered
Hardware faults that develop through normal use during the warranty period: battery failure, charging-port faults, screen or touch defects, speaker and microphone faults, camera failure, Face ID and sensor faults. If we can repair it, we repair it. If we can’t, we replace the device with the same model and grade — or refund you in full if we have no replacement. Your choice between replacement and refund where both are possible.
Warranty periods
Ex-UK devices: 6 months from delivery. Sealed new devices: 12 months from delivery.
What’s not covered
Accidental damage — cracked screens from drops, liquid damage, damage from third-party repairs or unauthorised opening. Loss or theft. Cosmetic wear that develops over time. Software issues after you’ve reset, jailbroken or flashed the device. The water-resistance of any used iPhone is not guaranteed — treat every Ex-UK device as water-resistant in name only.
How to make a claim
WhatsApp us your order number and a description of the fault. If you’re in Nairobi, bring the device to our CBD office — most claims are diagnosed while you wait. Outside Nairobi, courier it to us; we cover the return leg. Repairs are typically turned around in 1–3 business days. If the fault was present when the device left us, transport is on us too.
Returns
You have 7 days from delivery to return a device for a full refund if it is not as described — wrong battery health, wrong grade, anything that doesn’t match what was confirmed to you before dispatch. The device must come back in the condition it left, with everything that was in the box. Refunds are sent to your M-Pesa within 48 hours of the device passing inspection. Change-of-mind returns within 7 days are accepted for store credit, provided the device is in as-delivered condition.
Trade-in adjustments
If you bought a device using a trade-in and later claim a refund, the refund is the amount you paid after the trade-in credit — your traded device is not returned.