1. Introduction

This Refund and Returns Policy explain how refunds, exchanges, and returns are handled for purchases made from Territories Technologies Ltd, whether in-store at our Nairobi shop or online via www.territories.co.ke. By purchasing from us, you agree to this policy together with our Terms & Conditions and Warranty Terms.

Territories Technologies Ltd is a computers and gadgets store based in Nairobi, Kenya, supplying laptops, desktops, accessories, projectors, and related IT products to customers countrywide.

2. Contact and Scope

This policy applies to all products purchased directly from Territories Technologies Ltd, including:

Brand new laptops, desktops, and all-in-one computers.
Refurbished and pre-owned computers.
Computer accessories and parts (adapters, chargers, storage devices, keyboards, screens, etc.)
Other IT gadgets and electronics sold through our website or physical shop.

For any questions or to initiate a return, exchange, or refund:

Email: info@territories.co.ke or sales@territories.co.ke
Phone/WhatsApp: +254 708 964322
Physical shop: Old Mutual Building, Kimathi Street, 3rd Floor Room 324, Nairobi, Kenya

Our policy is designed in line with applicable Kenyan consumer protection principles, including your right to redress for defective goods.

3. General Return Conditions

To qualify for a return, refund, or exchange, the following general conditions must be met unless expressly stated otherwise:

You must contact Territories Technologies Ltd within the applicable return period (see Section 4) to initiate the process.
You must present the original receipt, order confirmation, or proof of purchase.
The product must be returned with all original accessories, manuals, warranty cards, and packaging where applicable, unless the product was delivered as refurbished or pre-owned without such packaging.
The product must not show signs of misuse, physical damage, liquid damage, or unauthorised repair attempts.
Software, licenses, and digital products are generally non-returnable once activated or installed (see Section 10).

We reserve the right to inspect any returned item and to accept or reject the return based on this policy and the condition of the product.

4. Return and Refund Timeframes

4.1 Defective products and manufacturing faults

The return period for defective products and items with manufacturing errors is 10 days from the purchase or delivery date.
Within this 10-day period, if the product is confirmed to be defective, we may offer repair, replacement, or refund as appropriate, subject to warranty and product category.

4.2 Refurbished and pre-owned items

Refurbished items can be returned for exchange within the first 10 days of purchase for covered issues.
Warranty on refurbished laptops/desktops generally covers the motherboard for six months and excludes certain parts after one month (see Section 7.2).

4.3 Items outside the return window

If the applicable return window has lapsed, warranty terms will apply (manufacturer or shop warranty).
In such cases, repairs will be facilitated under warranty conditions where applicable, but refunds may no longer be available.

5. Eligibility for Refunds

A refund may be issued in the following situations:

The product is completely defective upon delivery and the defect is verified by our technical team.
The product has a manufacturing fault that cannot be reasonably repaired or replaced within a reasonable time frame.
The product supplied is materially different from what was ordered (wrong model, wrong specification) and cannot be corrected by replacement.

Refunds are generally not granted for:

Change of mind after purchase (where the product is functioning correctly).
Products damaged through misuse, negligence, improper installation, or unauthorised repair.
Software-related issues, viruses, or user-initiated configuration errors.

Territories Technologies Ltd reserves the right to offer repair or replacement before offering a refund, in line with common consumer redress principles.

6. Eligibility for Exchanges

You may be eligible for an exchange in the following circumstances:

Refurbished items with covered defects reported within 10 days of purchase may be exchanged for a similar item or another item of equivalent value where stock is available.
Brand new items that are defective within the 10-day period may be exchanged subject to stock availability and warranty verification.
Items incorrectly supplied (wrong model or configuration) may be exchanged for the correct item once verified.

If the replacement item is of lower value, the price difference may be refunded or credited to you as store credit at our discretion. If the replacement is of higher value, you will need to pay the difference.

7. Warranty and Product Category Rules

7.1 Brand new laptops and desktops

Brand new laptops and desktops generally carry a one-year warranty on parts.
The warranty does not cover electrically blown or electrically damaged parts, physical damage, or liquid damage.
For sealed units with a manufacturer warranty, you may be required to take the item to the official warranty centre for repair or replacement.

7.2 Refurbished and pre-owned computers

Refurbished and pre-owned computers have a six-month warranty, mainly on the motherboard.
Battery life on refurbished computers is warranted for one month, after which normal battery wear is expected.
There is no warranty on certain parts of refurbished computers (keyboards, battery, storage discs, speakers) after one month.
Warranty on refurbished desktops/laptops is strictly on the motherboard after one month, not on detachable or consumable parts.

7.3 Accessories and computer parts

Adapters/chargers: One-month warranty.
Replacement keyboards: No warranty after one month.
External storage devices: No warranty after testing on delivery or at the shop.
LCD screens: No warranty once tested and confirmed working at the shop.
Internal storage drives: One-month warranty.
Replacement batteries: One-month warranty.

7.4 Items and situations not covered by warranty

The warranty does not cover:

Physical damage (dents, cracks, broken parts)
Liquid damage
Damage caused by electrical surges or unstable power
Software-related issues, including viruses, corrupted operating systems, or user-installed programs

For all items with manufacturer warranty, customers may be required to present the item at the authorized warranty centre in person to receive faster service.

8. Items With Dubai or Non–East African Warranty

Units sold with a Dubai warranty or other non–East African manufacturer warranty do not carry a valid East African manufacturer warranty.
Territories Technologies Ltd does not offer any warranty whatsoever on such units beyond testing at the point of delivery or purchase.
Customers are required to test these items on delivery or before purchase to confirm that they are in good working condition.

Once accepted and confirmed as working at the time of purchase/delivery, these items are not eligible for warranty-based returns or refunds except where required by applicable law.

9. Condition of Returned Items

To process a return, exchange, or refund, the following condition requirements apply:

The product must be returned clean and in reasonable physical condition, free of additional damage beyond the reported defect.
All passwords and security locks (such as BIOS, Windows login, or device locks) should be removed or provided to our technicians to allow proper testing.
Customer data should be backed up before returning the product. Territories Technologies Ltd is not responsible for any loss of data resulting from diagnostics, repair, exchange, or refund processes.

If, upon inspection, we find damage that falls outside warranty or return conditions, the item may be declined for refund or exchange and treated as a paid repair request.

10. Software, Licenses, and Digital Products

No warranty is offered on software-related issues or purchases, including operating systems, productivity suites, antivirus, and other software licenses.
Software, activation keys, and digital licenses are typically non-returnable and non-refundable once issued, activated, or installed, except where they fail to function due to a fault attributable to us or the publisher.
All computers may be supplied with a trial version of Windows and Office valid for 30 days, unless specified otherwise.

Any software installations beyond these trial versions must be purchased separately by the buyer, and such installations are not covered under device warranty.

11. How to Initiate a Return, Exchange, or Refund

To initiate a claim:

Contact Territories Technologies Ltd via email, phone, WhatsApp, or in person within the applicable return or warranty period, clearly describing the issue.
Provide your proof of purchase (receipt or order confirmation) and any relevant photos or videos illustrating the defect.
Deliver or ship the product to our shop at Old Mutual Building, Kimathi Street, 3rd Floor Room 324, Nairobi, or any other designated service point communicated by our team.
Our technicians will inspect and test the product to verify the fault and confirm whether it is covered by warranty or return conditions.
Once verification is complete, we will communicate the outcome and the available remedies (repair, replacement, refund, or decline with reasons).

Where the item is being returned from outside Nairobi, you may be responsible for the cost of shipping to our premises, unless otherwise agreed or required by law.

12. Refund Processing and Method

Approved refunds will be processed using the original payment method where possible (e.g., mobile money, bank transfer, card), or via store credit where agreed.
The time it takes for a refund is 10 days, for the refund to reflect depends on your bank or payment provider’s processes, which are outside our control.
In some cases, a reasonable processing period will apply to verify the defect and complete internal approvals before the refund is released.

Where a refund is not possible through the original channel (e.g., expired card), an alternative method may be agreed upon in writing with you.

13. Shipping, Delivery, and Return Logistics

We offer same-day delivery within Nairobi for orders placed before 4:00 PM and next-day delivery countrywide for orders dispatched the same day, subject to courier schedules.
Cut-off time for public holidays is 12:00 PM, after which orders may be processed on the next working day.

For returns:

If the return is due to a confirmed defect or an error on our side, Territories Technologies Ltd may, at its discretion, cover or reimburse reasonable return shipping costs.
If the return is not due to our error (for example, a non-defective item returned outside policy), the customer may bear the shipping and handling costs.

14. Customer Responsibilities and Data Protection

Customers are responsible for:

Proper use and handling of products according to manufacturer instructions.
Protecting personal data by backing up files and removing sensitive information before returning devices.
Ensuring that their contact details and banking details provided for refunds are accurate.

We will handle any personal data provided in connection with refunds and returns in accordance with our general privacy and data protection practices and applicable law.

15. Legal Rights and Dispute Resolution

Nothing in this Refund and Returns Policy is intended to limit your statutory rights as a consumer under applicable Kenyan laws, including the right to fair value, good quality products, and appropriate remedies where goods are defective.

If a dispute arises:

First contact Territories Technologies Ltd customer service so we can attempt to resolve the matter amicably.
If unresolved, you may seek assistance from relevant consumer protection authorities or approach the Small Claims Court (for qualifying claims) or other competent courts in Kenya.

16. Policy Updates

Territories Technologies Ltd may update this Refund and Returns Policy from time to time to reflect changes in our practices, products, or legal requirements. Any updated policy will be published on www.territories.co.ke and will apply to purchases made after the effective date of the update.

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