Return & Exchange Policy
We offer a 14-day return policy on all products. Returns are accepted for defective items, damaged products, wrong items received, and change of mind purchases.
We Accept Returns For
Manufacturing Defects
Items with factory defects or manufacturing flaws detected within 14 days of delivery
Damaged During Shipping
Products that arrived damaged, broken, or in unusable condition due to transit
Wrong Item Received
If you received a different product than what you ordered
Dead on Arrival (DOA)
Electronic items that do not power on or function upon first use
Change of Mind
Items can be returned within 14 days if you change your mind (subject to conditions below)
Return Conditions & Requirements
Items must be unused and in original condition with all tags attached
Original packaging, accessories, manuals, and warranty cards must be included
Product serial numbers must be intact and match purchase documentation
Items outside the 14-day return window cannot be accepted
Products damaged due to misuse, mishandling, or improper installation are not eligible
Products with removed or damaged serial numbers cannot be returned
Cosmetic issues on discounted/clearance items are not accepted unless affecting functionality
How to Return an Item
Contact Us Within 14 Days
Report the issue via email or phone with order details and photos/videos (if applicable)
Verification Process
Our team reviews your case within 24-48 hours and approves eligible returns
Return Authorization
Receive a Return Authorization Number (RAN) and return shipping instructions
Ship the Item Back
Package the item securely with all original accessories and include the RAN
Inspection & Resolution
We inspect the returned item within 3-5 business days and process replacement or refund
Important Return Conditions
Items must be returned in original packaging with all accessories, manuals, and warranty cards included
Product serial numbers must be intact and match the original purchase documentation
Visual evidence (photos or videos) of the defect or damage must be provided before return authorization (for defective/damaged items)
Return shipping costs are the customer's responsibility for change of mind returns. For defective or damaged items, we cover return shipping costs.
Refund & Replacement Options
For Defective Items:
• Replacement: We'll send you a new replacement unit at no additional cost (preferred option)
• Full Refund: If a replacement is unavailable, we'll issue a full refund to your original payment method within 7-10 business days after inspection
For Damaged Items:
• Immediate replacement will be shipped once we verify the damage through provided photos
• In cases of severe damage, we may arrange a pickup of the damaged item at no cost to you
For Change of Mind Returns:
• Items must be unused, unopened, and in original condition with all packaging
• A 15% restocking fee will be deducted from the refund amount
• Refund will be issued to your original payment method within 7-10 business days after inspection
• Customer is responsible for return shipping costs
Need Help With a Return?
Our customer support team is here to assist you with any return-related questions or concerns.
Email: support@digivanatech.co.ke
Phone: +254 708 436 909 (Mon-Sat, 8AM-8PM EAT)
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM EAT
This return policy is effective as of October 2026 and applies to all purchases made through Digivanatech Ltd.