Return & Refund Policy · FAQs · Track Order

Call / WhatsApp +254 182 606 095 · sales@terptech.co.ke

Return & Refund Policy

Last updated: 24 October 2026

14-day returns · Faulty or wrong items: return costs reimbursed · Refunds within 7 working days

This policy applies to everything you buy from Terptech Technologies, on terptech.co.ke or in our shop, including new and refurbished items. Warranty is covered separately in our Warranty Policy.

1. Return window

You can return or exchange any item within 14 days of delivery or collection, for any reason. The conditions depend on the reason, as explained below.

2. Faulty, damaged or wrong items

If your item is faulty, arrives damaged, or is not what you ordered, you can return it within 14 days of delivery. This applies even if you have opened the box, since opening it is often the only way to find a fault.

  • Sending it back: drop it at our shop at no cost, or send it to our shop by courier at your own cost.
  • Return costs reimbursed: once 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.
  • You choose: a refund, a replacement, or a repair.

3. Change of mind

You can return an item within 14 days of delivery if it is:

  • unused,
  • unopened (still sealed), and
  • complete with all accessories, manuals and original packaging.

You can drop it at our shop for free, or send it back by courier at your own cost. There is no restocking fee.

4. Exchanges

Exchanges use the same 14-day window. For a faulty, damaged or wrong item, you can choose a replacement (see section 2). To exchange for a different model or variant, the item must meet the conditions in section 3, and the exchange depends on stock availability.

5. Items that cannot be returned for change of mind

  • Software and licences, once opened
  • Consumables such as ink and toner, once opened
  • Items marked “Final sale” on the product page

These exclusions apply only to change-of-mind returns. Faulty, damaged or wrong items are always covered.

6. How to start a return

Contact us within 14 days of delivery:

Tell us your order number, the item, and the reason for the return. If the item is faulty or damaged, send photos. We reply within 1 working day and explain how to return the item.

7. Where to return items

Terptech Technologies, Old Mutual Building, Kimathi Street, 3rd Floor, Room 324B, Nairobi CBD, Kenya.

Drop-off hours: Monday – Saturday, 8:30 a.m. – 6:30 p.m. (EAT); closed on Sundays and public holidays.

8. Refunds

  • We inspect your returned item within 2 working days of receiving it.
  • We refund you within 7 working days of receiving the returned item, by M-Pesa or bank transfer.
  • You get back the full price you paid for the item, and there is no restocking fee.
  • If we confirm the item was faulty, damaged or wrong, we also refund the delivery charge you paid and reimburse your reasonable return shipping cost (with a receipt). For change-of-mind returns, the delivery charge and the cost of sending the item back are not refunded.
  • If a returned item does not meet the conditions above, we will tell you through your preferred contact method.

9. Warranty

Warranty is separate from returns. Faults that appear after the 14-day return window are handled under our Warranty Policy, which lists the warranty for each type of product.

10. Your rights

Nothing in this policy limits your rights under the Consumer Protection Act or other Kenyan law.

11. Contact us

  • Terptech Technologies
  • Phone / WhatsApp: +254 182 606 095 (chat on WhatsApp)
  • Email: sales@terptech.co.ke
  • Shop: Old Mutual Building, Kimathi Street, 3rd Floor, Room 324B, Nairobi CBD, Kenya
  • Business hours: Monday – Saturday, 8:30 a.m. – 6:30 p.m. (EAT); closed on Sundays and public holidays