Return Policy
This Refund & Return Policy explains the conditions under which customers of Motorola Kenya (motorola.co.ke) may request returns, refunds, replacements, and warranty services. By purchasing from our website, you agree to the terms stated below.
1. Eligibility for Returns and Replacements
A return or replacement request may be made if a product meets any of the following conditions:
• The item is defective or damaged upon delivery
• The item received is not the product ordered
• The item is missing critical components or accessories
• The product develops a manufacturer-related fault within the warranty period
Products that do not meet any of the above conditions are not eligible for return.
2. Conditions for Accepted Returns
For a return to be accepted, the product must:
• Be returned within 48 hours of delivery for delivery-related issues
• Be returned within 7 days for unopened and unused products
• Include all original packaging, accessories, manuals, warranty stickers, and invoice
• Be in its original condition without scratches, damages, or removed seals
Products that are physically damaged, tampered with, or altered by the user will not qualify for return.
3. Items Not Eligible for Return or Refund
The following items cannot be returned or refunded:
• Opened or used earphones, earbuds, and personal audio devices (for hygiene reasons)
• Products damaged due to improper handling, accidental drops, or unauthorized repairs
• Products with broken seal, missing components, or removed warranty tags
• Software-related issues that can be resolved through updates or troubleshooting
• Products purchased during clearance or discount sales unless defective on arrival
4. Replacement Policy
A replacement request will be processed after inspection and approval. If a replacement is unavailable, the customer may be offered:
• A similar product of equal value
• A store credit equivalent to the purchase value
• A refund through the original payment method
5. Refund Policy
Refunds are issued only when:
• A product cannot be repaired or replaced
• A wrong product was delivered and a suitable replacement is not available
• The return is approved after inspection
Refunds will be made only through the original payment channel used during purchase. Delivery or service fees paid are non-refundable.
6. Warranty Support
All Motorola phones and eligible accessories come with official warranty. Warranty covers manufacturing defects only. It does not cover damages caused by:
• Water exposure, drops, or physical breakage
• Unauthorized repairs or software modifications
• Misuse, negligence, or power-related damages
Warranty claims must be made through authorized service centers. Motorola Kenya may assist customers in accessing warranty services but does not issue refunds for issues covered under warranty.
N/B: Warranty may take upto one month for processing
7. Return Procedure
To initiate a return, customers must provide:
• Order number or receipt
• Clear explanation of the issue
• Photos or video evidence if requested
• Original packaging and accessories during inspection
Requests can be submitted by email: support@motorola.co.ke or via customer support channels provided on our website.
8. Delivery and Return Shipping Costs
• If Motorola Kenya is at fault (wrong product, damaged on arrival, defective on delivery), we will cover return shipping costs.
• If the customer changes their mind or the product is not defective, the customer shall bear all return shipping costs.
Delivery fees are not refundable except where required by law.
9. Inspection Process and Approval
Once we receive the returned product, it will undergo quality inspection to verify the issue and condition. Approval or rejection of the return will be communicated within 3–7 business days. No refunds or replacements can be processed before inspection is completed.
10. Cancellation Policy
Orders may be cancelled before dispatch. Once an order is shipped, cancellation will not be possible. The standard return policy will then apply.
11. Contact Information
For inquiries or support regarding returns, refunds, or warranties, contact us at:
Email: support@motorola.co.ke