Hermitech Returns & Refunds Policy

Effective Date: March 2026

At Hermitech, we strive to ensure your complete satisfaction with every purchase. If for any reason you are not fully satisfied, this Returns & Refunds Policy outlines how you can request a return, the conditions that apply, and how refunds or exchanges are handled.

1. Return Window & Eligibility

You may request a return within 7 days from the date you receive your item(s).
Returns requested after this period may not be accepted, except where required by law.
To be eligible for a return due to change of mind:
- The item must be unused, in its original condition, and include all accessories.
- Original packaging (box, manuals, cables, inserts) should be intact where possible.
- Proof of purchase (order confirmation, receipt, or transaction reference) must be provided.
For faulty or incorrect items (damaged on arrival, wrong item sent), please notify us immediately, ideally within 48 hours of delivery, so we can prioritize resolution.

2. Items That Cannot Be Returned

Certain items are non-returnable due to hygiene, safety, licensing, or supplier restrictions, including but not limited to:

Items with broken seals or missing serial/IMEI labels.
Products showing signs of misuse, mishandling, electrical damage, or unauthorized repair.
Software, licenses, or digital activations once delivered or activated.
Items returned without all included accessories may be rejected or subject to deductions.

If you are unsure whether your item qualifies for return, please contact us before sending it back.

3. Return Process

To initiate a return:

Contact Us: Provide your order number, item name, and reason for return.
Confirmation: We will confirm eligibility and provide instructions for return (drop-off or courier options).
Pack Securely: Include the item, all accessories, and proof of purchase. Use protective packaging to avoid damage during transit.
Inspection: Upon receipt, we will inspect the item to confirm condition and eligibility.
Resolution: Based on inspection, we will issue a refund, replacement, exchange, or store credit.

Tip: If your item arrived damaged or faulty, sending clear photos or videos of the issue and packaging can speed up approval.

4. Refunds, Exchanges & Timelines

Approved refunds are typically processed to the original payment method.
Processing times may vary depending on your bank or mobile money provider.
Exchanges are available for eligible items subject to stock availability.
Partial refunds or deductions may apply if the item is returned with missing parts, damage, or excessive wear not caused by Hermitech.
For exchanges involving different models or specifications, any price difference may be payable before dispatch.

5. Return Shipping & Costs

Return logistics may vary depending on your location within Kenya.
If the return is due to our error (wrong item sent or defective on arrival), Hermitech will cover reasonable return shipping costs.
For change-of-mind returns, you may be responsible for return shipping or delivery costs.
Returns with inadequate packaging that result in damage may be rejected or subject to deductions.

6. Warranty vs. Returns

This Returns Policy applies within the 10-day return window.
After this period, product issues may be handled under the manufacturer’s warranty terms.
For faults arising after the return window, please contact us for warranty support or manufacturer service options.

7. Contact & Store Location

Hermitech
Nairobi CBD
Along Tea Room, Tsavo Road, Benjoe House, 3rd Floor, Shop C7

For returns or support, please use the Contact Us page on our website or reach out via WhatsApp if available on product pages.

8. Frequently Asked Questions (FAQ)

Q: Can I return an item I’ve opened?
A: For change-of-mind returns, items should be unused and in original condition. Opened or used items may not qualify unless faulty.

Q: Do you offer cash refunds?
A: Refunds are generally processed back to the original payment method. Store credit or exchanges may be offered depending on the situation.

Q: What if the product arrived damaged?
A: Notify us within 48 hours with photos or videos of the damage and packaging. We will prioritize a replacement, exchange, or refund.

Q: When does the 7-day return period start?
A: The period starts from the date the item is delivered or collected.

9. Policy Updates

Hermitech may update this Returns & Refunds Policy periodically to reflect changes in operations or legal requirements. Updates will be posted on this page with the revised effective date.

Your statutory consumer rights remain unaffected by this policy.

If you have any questions or need assistance with a return, please contact our customer support team. We are here to help you 24/7.

Thank you for choosing Hermitech!