LEGAL

Return Policy

Last updated: June 2026

1. Overview

At GNET Computers, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, this policy outlines the process, conditions, and timeframes for returning products purchased from us.

2. Return Window

You may return most items within 7 days of the date of purchase or delivery. Items must be returned in their original condition — unused, undamaged, and in original packaging with all accessories, manuals, and documentation included. Returns requested after 7 days will be assessed on a case-by-case basis at our discretion.

3. Eligible Items

The following items are eligible for return: laptops, desktops, monitors, printers, networking equipment, accessories, and peripherals — provided they meet the conditions outlined in Section 2. Software, consumables (such as ink cartridges and toner), and items marked as final sale are not eligible for return unless they are faulty.

4. Faulty or Defective Items

If you receive a product that is faulty, defective, or not as described, please contact us within 48 hours of receiving it. We will arrange for a repair, replacement, or full refund at no additional cost to you. Please retain the original packaging and all accessories to facilitate the return process.

5. Non-Returnable Items

The following items cannot be returned: software licenses and digital products once activated, consumable items that have been opened or used, items that have been physically damaged after delivery, and custom-ordered or special-order products. Any item not in its original condition or missing parts will not be accepted for return.

6. Return Process

To initiate a return, contact our team via WhatsApp or phone before bringing the item in. We will review your request and provide instructions. Items should be returned to our Kisumu store during business hours. We recommend keeping your receipt or order confirmation as proof of purchase — returns without proof of purchase may not be accepted.

7. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 3–5 business days back to the original payment method where possible. For M-Pesa payments, refunds will be sent directly to the M-Pesa number used during purchase. Shipping and delivery fees are non-refundable unless the return is due to our error.

8. Exchanges

If you wish to exchange an item for a different model or product, please bring the original item to our store within the return window. Exchanges are subject to stock availability. If the replacement item has a higher value, the difference must be paid. If it has a lower value, the difference will be refunded.

9. Warranty Claims

Warranty claims are handled separately from our return policy. If your product develops a fault after the 7-day return window, it may still be covered under the manufacturer's warranty. Please refer to our Terms & Conditions for details on warranty coverage, or contact us for assistance with a warranty claim.

10. Contact Us

If you have any questions about our return policy or need to initiate a return, please reach out to us via WhatsApp at +254 711 115 172 or visit us in store at Mega City Mall, Ground Floor, Kisumu. Our team is available Monday to Saturday, 8:00 AM – 7:00 PM.