Patchtech Solutions Limited
Refund & Returns Policy
Not right for you? You have 7 days from delivery to return or exchange an item, whether it is defective or not. Refunds are processed within 3 business days after we verify your return.
Last updated: October 2026
At a glance
Returns summary
Return window
From the day you receive your item.
Item condition
With packaging, tags, manuals, warranty cards and accessories.
Refund time
After we receive and verify your return.
Return shipping
Original shipping fees are non-refundable.
Restocking fee
We do not charge a restocking fee.
1. Returns & refunds
How returns and refunds work
Return conditions
Start your return within 7 days of receiving your item.
- We accept returns of both defective and non-defective products: a faulty, damaged or incorrect item, or one that is simply not what you wanted.
- Products must be new or slightly used, returned with packaging, price tags, user manuals, warranty cards and accessories.
- Exchanges are accepted. Tell us which item you would like instead.
- Your return must meet the conditions for the product's category (section 3).
Refund process
Refunds follow verification.
- We issue your refund after the returned item is received and verified.
- Refunds are processed within 3 business days after verification.
How to start a return
Contact us within the 7-day window.
- Email [email protected], call or WhatsApp 0115 854 792.
- Include your order number and the reason for the return.
- Return in store at KMA Centre, Off Mara Road, Upper Hill, Nairobi, or by mail or courier. The return label and shipping are your responsibility.
2. Out-of-stock or cancelled orders
If we cancel your order
- You are notified immediately.
- Online payments (not Cash on Delivery) are fully refunded.
- We are not liable for damage during transit, although every package is shipped with care.
3. Replacement & return by category
Category-specific rules
Consumer electronics
Cameras, computer components, peripherals, networking devices, speakers and similar.
- 7-day free replacement if the item is damaged or incorrect on delivery. Non-defective items can also be returned within 7 days in the condition above.
- Return with original packaging and all accompaniments (manuals, tags, warranty).
- For device faults, contact the seller or the brand's authorized service centre.
Laptops, mobiles, tablets & accessories
Chargers, sleeves, audio/video gear, cables and similar.
- 7-day free replacement if the item is damaged or incorrect on delivery. Non-defective items can also be returned within 7 days in the condition above.
- The same return requirements as consumer electronics apply.
Games & software
Strictly no refunds or exchanges for:
- Opened software or games with broken or tampered seals.
- System incompatibility or age restriction issues.
- Damage from misuse or system errors.
- Online-authenticated games once opened (considered activated).
Faulty software may be tested and exchanged for the same title if found defective.
4. Shipping costs
Return shipping
All return shipping costs must be covered by the customer, even if the original order had free shipping. Shipping fees are non-refundable. The return label is the customer's responsibility, and we charge no restocking fee.
5. Product availability
Due to high demand or supply issues, availability may be limited. Patchtech Solutions Limited may modify available quantities at any time and cancel confirmed orders, in which case you are fully refunded.
6. Consent & 7. Updates
By using our services, creating an account or placing an order, you consent to this policy. We may update it from time to time and post changes here. Continued use means you accept the latest version. If you disagree, you may delete your account or contact us.
FAQ
Returns and refunds questions
How long do I have to return an item?
You can return or exchange an item within 7 days of receiving it.
Can I return an item that is not defective?
Yes. We accept returns of both defective and non-defective products within 7 days, for example if you changed your mind or ordered the wrong item, as long as it is new or slightly used and meets the category rules.
Do you accept exchanges?
Yes. Contact us within 7 days and tell us which item you would like instead.
What condition must a returned item be in?
New or slightly used, with packaging, price tags, user manuals, warranty cards and accessories.
How can I return an item?
Return it in store at KMA Centre, Off Mara Road, Upper Hill, Nairobi, or by mail or courier. Contact us first with your order number.
When will I get my refund?
Refunds are issued after we receive and verify the returned item, and are processed within 3 business days after verification.
What if my item arrives damaged or incorrect?
Contact us within 7 days of delivery. Items that are damaged or incorrect on delivery qualify for a 7-day free replacement.
Who pays for return shipping, and is there a restocking fee?
The customer is responsible for the return label and shipping, even if the original order had free shipping. We charge no restocking fee.
Can I return software or game licences?
Opened software or games with broken or tampered seals, and online-authenticated games once opened, cannot be refunded or exchanged. Faulty software may be tested and exchanged for the same title.
8. Contact us
Need help? We are happy to assist
[email protected]Call 0115 854 792WhatsAppPatchtech Solutions Limited, KMA Centre, Off Mara Road, Upper Hill, Nairobi. Open Monday to Saturday, 8:00 AM to 6:00 PM.
