How can we help?

Open our Returns & Refunds page, fill in the return request form with your order reference, product, and reason, then send it to support. We’ll review it and reply with instructions. You don’t need to sign in to send the form.

No. Please wait for our team to confirm the return method and any next steps before shipping or handing over an item. This helps us identify your order and arrange the return correctly.

For a change-of-mind request, contact us within 7 calendar days after delivery and keep the item unused, unactivated, complete, and in its original condition. If an item is faulty, damaged, incorrect, or misdescribed, report it as soon as reasonably possible; the change-of-mind window does not remove legal consumer rights.

Contact us with your order reference and explain what happened. Photos can help with visible damage or missing parts. Stop using a product if you think it may be unsafe. We’ll review the issue and confirm an appropriate next step.

We assess the product against the condition and features stated on its product page. Disclosed cosmetic signs of use are part of that condition; an undisclosed fault or a product that does not match its description can still be raised with us. Read the full returns policy.

For a confirmed dispatch error or product fault, TechPlug Kenya coordinates a reasonable return method at no cost to you. For a change-of-mind request, the customer pays return delivery; we’ll confirm the cost and arrangement before you proceed.

Sign in and open My Orders to view your order details. If you can’t access your account, contact support using the email address used at checkout and include any order information you have.

Sign in and open My Orders. Your order card shows its latest status and payment state. If you need help understanding an update, contact us with the order reference.

For an eligible Cash on Delivery order that is still pending or being prepared, open My Orders and choose Cancel order. M-Pesa orders and orders already shipped can’t be cancelled online; contact support as soon as possible and include your order reference. Changes to an order are handled by support and may not be possible once preparation or delivery has started.

Check that you’re signed in to the account used when placing the order. If it still doesn’t appear, contact support with the checkout email address, the approximate order date, and any confirmation or payment details you have.

Orders are processed separately, so we can’t promise that separate orders can be combined. Contact support as soon as possible with both order references and we’ll check whether a change is still possible.

The delivery fee is based on your product subtotal before delivery. Orders below KSh 1,000 cost KSh 150 to deliver; KSh 1,000 to below KSh 3,000 cost KSh 200; KSh 3,000 to below KSh 6,000 cost KSh 300; and KSh 6,000 to below KSh 10,000 cost KSh 500. At exactly KSh 10,000, the current system fee is free. For subtotals above KSh 10,000, available county delivery rates apply. Your final delivery option and charge are shown at checkout. See Delivery Information for more.

Delivery availability depends on your location. Enter your address at checkout to confirm whether delivery is available and see the charge before placing your order. If your location isn’t accepted, ask our team whether we can help.

Check your order status in My Orders. If the delivery estimate has passed, contact us with your order reference and a phone number where the courier can reach you.

Contact support as soon as possible with your order reference and the corrected address. We’ll check whether the order has already been prepared or handed to the courier; an address change may not be possible once it is on the way.

Add the area, street or building, and useful directions such as a landmark, floor, or gate instructions. Include a phone number where the delivery team can reach you. You can add extra directions in the optional delivery notes at checkout.

For an approved return, we aim to process the refund within 5 business days after approval. Your bank or payment provider may take additional time to show the funds. For cash-on-delivery orders, our support team will agree a suitable refund method with you.

The payment methods available for your order appear at checkout. At present, checkout may offer Cash on Delivery and M-Pesa.

Choose M-Pesa at checkout and use the phone number shown in your delivery details. Approve the payment prompt on that phone, then wait for the order payment status to update. The prompt is sent to the number entered at checkout.

Check the phone number entered at checkout and give the payment status a moment to update. If it remains pending or no prompt arrives, contact support with your order reference before trying to pay again, so we can help avoid a duplicate payment.

Choose Cash on Delivery at checkout and pay when your order arrives. The order page will show the payment state; for help after delivery, contact support with your order reference.

Keep the box and included materials, then send a return request with your order reference and the name of the missing accessory. We’ll review the order and get back to you.

Review the product specifications and compatibility notes on the product page. If you’re unsure, contact us with the product link and your device’s make and model before ordering.

Check the product page for its current availability before adding it to your cart. Stock can change, and an order is subject to product availability and confirmation. If you need help, send us the product link.

Warranty coverage can vary by product. Check the product page for any warranty details listed there. If the information you need isn’t shown, contact us with the product link before ordering so we can check.

We aim to keep product descriptions, specifications, images, and prices accurate. Some images may be illustrative, so check the model and written details on the product page. Contact us before ordering if something is unclear.