Frequently Asked Questions

Terptech Technologies is a computer and electronics store in Nairobi CBD. We help students, homes, offices and growing businesses across Kenya get the right technology at fair prices, with honest advice and dependable after-sales support. Read more about us.

Our shop is at Old Mutual Building, Kimathi Street, 3rd Floor, Room 324B, Nairobi CBD. You are welcome to visit during business hours:

• Monday – Saturday: 8:30 a.m. – 6:30 p.m. (EAT)
• Sunday and public holidays: Closed

Yes. We sell original products from trusted brands, and refurbished products are always clearly labelled as refurbished.

Genuine products · 14-day returns · Warranty details in our Warranty Policy

We carry top brands including HP, Lenovo, Microsoft, Logitech, Epson, Canon, TP-Link, Anker, UGREEN, Oraimo and JBL.

Yes. Refurbished laptops are clearly labelled as refurbished. They are tested before sale and may show light signs of previous use.

Yes. Call, WhatsApp or visit us and our team will help you choose the right laptop, printer or network setup for your needs and budget.

Add the products you want to your cart, go to checkout and enter your delivery details. You will receive an order confirmation by email, and our team will contact you by phone, SMS or WhatsApp to confirm the order, your delivery address and your preferred delivery time.

No. You can check out as a guest.

Most orders are processed within 1–2 hours during business hours, subject to stock and confirmation. Orders placed outside business hours, on Sundays or on public holidays are processed on the next working day.

We will tell you straight away and offer an alternative, a back-order or a full refund.

Yes. You can cancel your order free of charge at any time before it is dispatched by calling, messaging or emailing us. After dispatch, our Return & Refund Policy applies.

Yes. We supply offices and growing businesses. For deliveries outside Nairobi, payment is by M-Pesa to our Paybill 880100 (account number 919182) before dispatch. For some high-value orders in Nairobi, we may also ask for payment to the same Paybill before dispatch. We will tell you when we call to confirm your order.

Within Nairobi, you can pay with cash or M-Pesa when your order is delivered or collected, so you can check your order first. For deliveries outside Nairobi, payment is by M-Pesa to our Paybill 880100 (account number 919182) before dispatch. For some high-value orders in Nairobi, we may also ask for payment to the same Paybill before dispatch. We will tell you when we call to confirm your order. We do not take card payments on the website at the moment. See Payment Options.

Within Nairobi, usually not: you can pay with cash or M-Pesa on delivery or collection. For deliveries outside Nairobi, yes: payment is by M-Pesa to our Paybill 880100 (account number 919182) before dispatch. For some high-value orders in Nairobi, we may also ask for payment to the same Paybill before dispatch. We will tell you when we call to confirm your order.

Yes. Prices exclude 16% VAT. Contact us before you order and we’ll confirm the VAT and invoice details. You can reach us on +254 182 606 095 (call or WhatsApp) or sales@terptech.co.ke. All prices are in Kenya Shillings (KSh).

No. Delivery is free in Nairobi CBD. For delivery outside the CBD, KSh 0 is added at checkout and we confirm your delivery charge when we call to confirm your order – never more than KSh 500 anywhere in Kenya. Collection from our shop is free.

Yes, we issue a receipt for every purchase. Please keep it, as you will need proof of purchase for returns and warranty claims.

If you are ever unsure whether a request to pay is really from us, call us on +254 182 606 095 before you pay.

We deliver anywhere in Kenya. We do not ship outside Kenya at this time.

Delivery is free in Nairobi CBD. Elsewhere in Kenya, the charge depends on your location and order size and is confirmed when we call to confirm your order – never more than KSh 500. Collection from our shop is free. At checkout, choose “Delivery outside the CBD” for this option. See our Shipping & Delivery Policy.

• Nairobi County: same day for orders confirmed before 4:00 p.m.; later orders arrive the next working day.
• Major towns: dispatched the same day for orders confirmed before 4:00 p.m., with next-day delivery to most major towns.
• Remote or hard-to-reach areas: 2–3 working days, depending on courier coverage.

Full details are in our Shipping & Delivery Policy.

Within Nairobi, our own rider or delivery vehicle delivers your order. Outside Nairobi, we use trusted courier partners, either to your door or to the nearest courier office, and share the tracking or waybill number where available. You can also check your order status on our Track Order page.

Yes. Collection is free and your order is ready the same day once confirmed. Just add a note at checkout.

Check the package for damage or tampering before accepting it, and confirm the model and specification match your order. If a parcel looks damaged or opened, you may refuse it; tell us immediately and send photos. For high-value or pay-on-delivery orders, we may ask for a signature, ID or confirmation code as proof of delivery.

We will contact you to reschedule. If someone else will receive the order for you, please let us know in advance.

You can return or exchange any item within 14 days of delivery or collection.

• Faulty, damaged or wrong items: accepted even if you have opened the box. Once we confirm the fault, we reimburse your reasonable return shipping cost and refund the delivery charge you paid. You choose a refund, a replacement or a repair.
• Change of mind: the item must be unused, unopened (still sealed) and complete with all accessories, manuals and original packaging. There is no restocking fee.

Read the full Return & Refund Policy.

For change-of-mind returns only, we cannot accept:

• software and licences, once opened;
• consumables such as ink and toner, once opened;
• items marked “Final sale” on the product page.

Faulty, damaged or wrong items are always covered.

Contact us within 14 days of delivery by WhatsApp or phone on +254 182 606 095, or by email at sales@terptech.co.ke. Tell us your order number, the item and the reason for the return, and send photos if the item is faulty or damaged. We reply within 1 working day and explain how to return the item.

We inspect your returned item within 2 working days of receiving it and refund you within 7 working days of receiving the returned item, by M-Pesa or bank transfer.

You pay the cost of sending the item back to our shop, or you can drop it at our shop at no cost. If we confirm the item was faulty, damaged or wrong, we reimburse your reasonable return shipping cost (please keep the courier receipt) and refund the delivery charge you paid. For change-of-mind returns, the delivery charge and return shipping are not refunded. There is no restocking fee, and you get back the full price you paid for the item.

Yes, within 14 days of delivery. If an item is faulty, damaged or wrong, you can choose a replacement. To exchange for a different model or variant, the item must be unused, unopened (still sealed) and complete, and the exchange depends on stock availability.

Yes, most products do, and the warranty depends on the type of product. For example, brand-new laptops and desktops have 1 year on parts, refurbished laptops and desktops have 6 months on the motherboard, and printers, monitors, networking, audio, Starlink and other branded accessories carry the manufacturer’s warranty. See our Warranty Policy for the full list.

Warranty covers faults that appear after you receive your item, starting on the day of delivery or collection. It does not cover physical damage, liquid damage, power surges, software issues, repairs by anyone not authorised by us or the manufacturer, or normal wear and tear. Items that are faulty, damaged or wrong within 14 days of delivery can be returned under our Return & Refund Policy.

Contact us by WhatsApp or call on +254 182 606 095, or email sales@terptech.co.ke. Give us your order number or receipt, the product, and a short description of the fault. Photos or a short video help. We reply within 1 working day and explain the next steps. Please back up your data before handing in any device. Full details are in our Warranty Policy.

Computers may come with trial versions of operating systems or office software. Licensed software installed at your request is sold separately and is not covered by the hardware warranty.

Yes. We sell Starlink kits and accessories, including the Starlink Mini and Gen 3 Standard kits, adapters and mounts, with delivery anywhere in Kenya.

Our prices cover the Starlink hardware. Starlink internet service, subscription plans, coverage and speeds are provided by Starlink and are subject to Starlink’s own terms.

Use our Track Order page with your Order ID and billing email, or contact us with your order number.

Yes. Our website uses a secure (HTTPS) connection. Because you pay by cash or M-Pesa, you never enter card details on our website.

We use your details to process and deliver your order, contact you about it and provide customer service. We do not sell your personal data. You have rights under Kenya’s Data Protection Act, 2019, including the right to access and correct your data. See our Privacy Policy.