Returns Policy
What are the conditions for returning an item?
Requirement for a valid procedure
- Proof of purchase (order number, invoice, etc.)
- Reason for return has to be valid and return acceptance conditions met (check out below)
- Return method
- Refund method that you would like and the necessary information associated (bank account number, etc.)
- Return form returned with the product
Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved we will perform a quality check. If the quality check determines that the malfunction/damage cannot be resolved by our partners, we will proceed to refund. This will happen within 14 days starting from when your return request was submitted. Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.
Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
- Physically damaged items cannot be returned or exchanged
- Non intact items with no original packaging
- Items which whose accessories are lost or damaged
- Items with visible signs of wear
How do I return an item?
For any return request please contact our Customer Service Call Center on +254 20 375 00 00.
How much time do I have to return a product to the CityHub Electronics Hub?
All items sold on CityHub Electronics, under certain conditions, can be returned within a period of 7 days from delivery date. Example: If you received your product on Friday 5th, you have until next Friday 12th to contact our Customer Service.
NOTE: You have 7 days to notify us of your return online or by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.
How do I send my product back to CityHub Electronics?
We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request. However if we’re unable to get in touch with you, the item will have to be returned at the CityHub Electronics hub your own cost.
How do I track my return status?
We will keep you updated via email and SMS about the status of your return. For any inquiries contact our Customer Service on +254 706 005 000
Is my product under warranty?
Kindly contact our customer care on +254 706 005 000 for more information.
If my returned product is not validated for refund, how do I get informed?
If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Note that we will make two (2) attempts to return the product to you.
However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection.
If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law.
Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).
Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 7-day return period
What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to CityHub Electronics