TechPlug Kenya · Customer care
Returns & refunds, made clear.
Something not right with your laptop, accessory, or other tech? Tell us what happened and we’ll help you work out the next step.
Policy updated October 27, 2026
7 days for change of mindContact us within seven calendar days of delivery for an eligible unused item.
Issues with your item?Report wrong, missing, or faulty goods as soon as you notice the problem.
Clear next stepsWe’ll confirm the return method and resolution with you before you send anything.
A simple process
How to request a return
Keep your order reference nearby. We’ll guide you through the rest.
Send us the details
Use the form below with your order reference, product, and reason. Photos can help us understand visible damage or missing parts.
Wait for return instructions
Our team will review the order and confirm whether we need to inspect the item, collect it, or ask for more information. Please wait for approval before shipping anything.
Get the right resolution
Once assessed, we’ll explain the available next step. Depending on the issue, this may be repair, replacement, or refund.
Changed your mind?
For a change-of-mind request, contact us within 7 calendar days after delivery. The item must be unused, unactivated, complete with the included accessories and materials, and in its original condition. Keep the original packaging where possible.
We’ll confirm eligibility and the return delivery arrangement before you send it. Return delivery costs for a change-of-mind request are the customer’s responsibility; we’ll tell you the cost before proceeding.
Something isn’t right?
Contact us as soon as reasonably possible if an item is damaged in transit, incorrect, incomplete, or appears faulty. Include what you noticed and when. Stop using a product if you believe it may be unsafe.
We’ll review the issue and arrange an appropriate next step. For a confirmed dispatch error or product fault, we’ll coordinate a reasonable return method at no cost to you.
Buying refurbished or open-box tech?
We assess an item against the condition and features described on its product page. Clearly disclosed cosmetic signs of use are part of that stated condition; an undisclosed fault or a product that does not match its description can still be raised with us. Keep any included accessories, manuals, and packaging while we review your request.
After your item is reviewed
Repairs, replacements & refunds
The right outcome depends on what happened and the product. We’ll explain the available resolution after reviewing the order and item.
- Repair or replacement: we’ll confirm the option and expected next steps with you.
- Approved refund: we aim to process it within 5 business days after approval. Your bank or payment provider may need additional time to show the funds.
- Payment method: we’ll normally return funds through the original payment method where possible. For cash-on-delivery orders, support will agree a suitable refund method with you.
Any manufacturer warranty is separate from this policy and does not replace your rights under Kenyan law.
This policy adds a voluntary 7-day change-of-mind option; it does not limit rights or remedies that apply when goods are defective, unsafe, misdescribed, or otherwise fail to meet legal requirements. See Article 46 of the Constitution of Kenya and the Consumer Protection Act, 2012. If this policy conflicts with a right provided by law, the law takes precedence.
We’re ready to help
Start your return request
Send the details below and our support team will follow up with instructions. Submitting a request does not mean you need to ship the item yet.
For a request you can track in your account, open the order in My orders and choose “Request a return”.
Need to include a photo? Submit the form, then send it to support on WhatsApp.