Effective Date: 1st November 2026

At Hisense Kenya, we are committed to providing our customers with genuine Hisense products and excellent customer service. We understand that sometimes a purchased product may not meet your expectations or may have a defect. This Return and Refund Policy outlines the conditions and procedures for returning products and requesting refunds or replacements.

By purchasing from Hisense Kenya, you agree to the terms outlined below.

1. Eligibility for Returns

Customers may request a return under the following circumstances:

  • Defective Products: Products that are delivered with manufacturing defects or are not functioning properly.
  • Damaged Products: Products received with physical damage that occurred during transportation or delivery.
  • Incorrect Products: Products delivered that differ from the item ordered, including incorrect models, sizes, or specifications.
  • Missing Items: Orders delivered with missing accessories or components that were included in the original purchase.

All return requests must be reported to our customer support team within 48 hours of receiving the product, particularly for visible damage, missing accessories, or incorrect deliveries.

Manufacturing defects covered by the manufacturer’s warranty will be handled in accordance with the applicable warranty terms.

2. Conditions for Accepting Returns

For a return request to be considered, the following conditions should be met:

  • The product must be accompanied by the original purchase receipt or proof of purchase.
  • The product should be returned with its original packaging, accessories, manuals, and other supplied components where reasonably possible.
  • The product must not have been damaged through misuse, negligence, unauthorized repairs, or improper installation.
  • The return request must fall within the applicable return or warranty period.
  • The customer must contact us and receive return instructions before sending or delivering a product back.

Products will be inspected upon return to establish the reason for the return and determine the appropriate resolution.

3. Non-Returnable Products

Certain products may not qualify for returns or refunds, except where required by applicable consumer protection laws. These may include:

  • Products damaged due to customer negligence or misuse.
  • Products that have been modified, tampered with, or repaired by unauthorized technicians.
  • Products returned without essential accessories or components supplied with the original purchase, where their absence prevents proper assessment.
  • Products purchased under special clearance or promotional conditions where the applicable terms were clearly communicated before purchase.

This section does not limit any rights customers may have under applicable Kenyan consumer protection laws.

4. Refund Policy

Refunds may be considered in situations where:

  • A product is confirmed to have a manufacturing defect and repair or replacement is not an appropriate resolution.
  • The wrong product was supplied and a suitable replacement cannot be provided.
  • A product was paid for but cannot be delivered due to circumstances attributable to Hisense Kenya.
  • A return is otherwise approved under applicable consumer protection laws.

Once a refund has been approved, it will be processed through the original payment method wherever reasonably possible.

Refund processing times may vary depending on the payment provider or financial institution. We will communicate the expected processing timeline to the customer.

5. Product Replacement

Where a product is confirmed to be defective, damaged during delivery, or incorrectly supplied, Hisense Kenya may offer:

  • Replacement with the same product or model, subject to availability.
  • Replacement with an equivalent product, subject to customer agreement.
  • A refund where replacement is unavailable or otherwise appropriate.

All replacements are subject to product inspection and applicable warranty conditions.

6. Manufacturer’s Warranty

Most Hisense products come with a manufacturer’s warranty, subject to the specific product category and warranty terms.

Customers experiencing technical problems after purchase should contact us for guidance on warranty assessment and the appropriate service process.

The manufacturer’s warranty generally covers qualifying manufacturing defects but does not cover damage resulting from:

  • Accidental damage.
  • Improper use or handling.
  • Unauthorized repairs or modifications.
  • Power fluctuations or electrical faults where excluded by the applicable warranty.
  • Failure to follow the manufacturer’s installation and operating instructions.

Customers should refer to the warranty documentation supplied with their products for specific coverage details.

7. Order Cancellation

Customers who wish to cancel an order should contact us as soon as possible.

  • Orders that have not been processed or dispatched may be eligible for cancellation.
  • Orders that have already been dispatched may not be eligible for cancellation through the standard cancellation process.
  • Where payment has already been received and cancellation is approved, applicable refunds will be processed in accordance with our refund procedures.

8. Delivery and Return Costs

Where a return results from an error attributable to Hisense Kenya, such as supplying an incorrect product or delivering a damaged item, we will advise the customer on the appropriate return arrangements.

Where a return is requested for reasons not attributable to Hisense Kenya, the customer may be responsible for applicable return transportation costs, subject to applicable consumer protection laws.

9. How to Request a Return or Refund

To initiate a return, replacement, or refund request, please contact our customer support team using the following details:

Business Name: Hisense Kenya
Location: Tatu Arcade, Taveta Road, Nairobi, Kenya
Phone: +254 721 563 535
Email: info@hisense-kenya.co.ke
Website: https://hisense-kenya.co.ke/

When contacting us, please provide:

  1. Your full name and contact details.
  2. Your order number or proof of purchase.
  3. The product name and model.
  4. A clear explanation of the reason for the return.
  5. Photographs or videos where applicable, particularly for visible damage or incorrect deliveries.

Our customer support team will review your request and guide you through the next steps.

10. Consumer Protection

Hisense Kenya is committed to complying with applicable consumer protection laws and regulations in Kenya, including the Consumer Protection Act, 2012.

Nothing in this policy is intended to exclude, restrict, or override any rights available to consumers under applicable Kenyan law.

11. Changes to This Policy

Hisense Kenya reserves the right to update or modify this Return and Refund Policy from time to time to reflect changes in our business operations, products, or applicable legal requirements.

Any updates will be published on this website, and the revised policy will take effect from the date of publication.

12. Contact Us

If you have any questions or concerns regarding our Return and Refund Policy, please contact us:

Hisense Kenya
Tatu Arcade, Taveta Road, Nairobi, Kenya.
Phone: +254 721 563 535
Email: info@hisense-kenya.co.ke
Website: https://hisense-kenya.co.ke/

Thank you for choosing Hisense Kenya. We appreciate your business and look forward to serving you.