Refund and Returns Policy for Phone Palace Kenya
Last Updated: March 3rd, 2026

Thank you for shopping with Phone Palace Kenya. This Refund and Returns Policy outlines the terms and conditions relating to delivery, shipping, refunds, and product returns. By placing an order with us, you agree to the terms below.

1. Shipping Policy

Quick Delivery within Nairobi

• Nairobi CBD: Orders are delivered within 1 hour after confirmation, during business hours.
• Outside Nairobi CBD (within Nairobi): Delivery within 2 hours after confirmation, during business hours.
• Outside Nairobi: Delivery within 24 hours via our trusted courier partners.

Note: Delivery times depend on business hours and order timing. Delays may occur due to order volume, weather, or circumstances beyond our control. Customers will be notified of any delays.

2. Order Processing

• All orders are processed within 1 to 2 hours.
• Orders may be processed on weekends and public holidays where possible.
• Processing or shipping times may be extended during high order volumes or courier delays. Customers will be notified accordingly.

3. Shipping Charges and Delivery Estimates

• Shipping fees are calculated at checkout based on location and package weight.
• Rates may change and the most current charges are displayed during checkout.
• Delivery delays may occur due to unforeseen circumstances.

4. Delivery Locations

• Shipping is available within Kenya only.
• We do not deliver to P.O. Boxes.
• Please provide a clear and accessible delivery location such as a home, office, apartment, restaurant, or petrol station.

5. Taxes and Charges

Phone Palace Kenya is not responsible for additional charges such as taxes, VAT, or duties imposed by authorities. Any such charges are the responsibility of the customer.

6. Damaged or Lost Shipments

• If your package arrives damaged or is missing, contact us immediately.
• Keep all packaging materials and damaged items for claim verification.
• While we are not liable for items lost or damaged during transit, we will assist in resolving issues with the courier.

7. Return and Exchange Policy

Due to the nature of electronic products, returns or exchanges are only accepted for defective items.

8. Defective Items

If you receive a defective item:

• Contact us with your order number, product details, and description of the issue.
• You may also visit our physical shop for assistance.

9. Return Requirements

• Returns must be made within 5 days of receiving the product.
• The item must be in original condition with all accessories, manuals, and packaging.
• Proof of purchase is required.

Once the returned product is received:

• The item will be inspected to verify the defect.
• You will be contacted within a reasonable timeframe regarding refund or replacement eligibility.

10. Refunds

• If approved, refunds are issued via the original payment method.
• Shipping and handling charges are non-refundable.
• Customers are responsible for return shipping costs and risks.

11. Exchanges

• Items are replaced only if confirmed defective or damaged.
• Approved replacements are shipped at no additional cost.

12. Return Shipping

• Customers are responsible for return shipping costs and insurance.
• We are not responsible for loss or damage during return shipping.
• Use of a trackable courier service is strongly recommended.

13. Additional Terms

• This policy applies only to products purchased directly from Phone Palace Kenya through our Website or physical store.
• Warranty-related matters are handled according to our Terms and Conditions and manufacturer policies.
• We reserve the right to refuse returns that do not meet this policy.

14. Contact Us

If you have any questions or need assistance regarding returns or refunds, please contact us:

Phone: +254 711 760801
Email: phonepalacepalace@gmail.com
Email: info@phonepalace.co.ke
Location: Nairobi CBD, Kenya
Website: phonepalace.co.ke