Last Updated: February 2026
This Refund and Returns Policy explains the conditions under which customers of Motorola Kenya (www.motorola.co.ke) may request returns, refunds, replacements, and warranty services. By placing an order on our website, you agree to the terms outlined below.
1. Eligibility for Returns and Replacements
Customers may request a return, replacement, or repair if:
- The product is defective or damaged upon delivery
- The wrong product was delivered
- The item is missing essential components or accessories
- The product develops a manufacturer-related fault within the warranty period
Products that do not meet these conditions may not qualify for return or replacement.
2. Conditions for Accepted Returns
For a return to be accepted, the product must:
- Be reported within 48 hours of delivery for damage or delivery-related issues
- Be returned within 7 days for unopened and unused items
- Include original packaging, accessories, manuals, warranty tags, and invoice
- Be in original condition with no physical damage or seal removal
Products that are tampered with, altered, or physically damaged by the user are not eligible.
3. Items Not Eligible for Return or Refund
The following items are generally not eligible for return:
- Opened or used earphones and personal audio devices (for hygiene reasons)
- Products damaged by misuse, drops, water, or unauthorized repairs
- Items with missing components or removed warranty labels
- Software-related issues resolvable through updates
- Clearance or heavily discounted items, unless defective on delivery
4. Replacement Policy
All replacement requests are subject to inspection and approval.
If the same product is unavailable, customers may be offered:
- A similar product of equal value
- Store credit equivalent to the purchase price
- 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 replacement is unavailable
- A return request is approved after inspection
Refunds are processed using the original payment method.
Delivery and service fees are non-refundable unless required by law.
6. Warranty Support
Eligible products come with manufacturer warranty coverage.
Warranty applies only to manufacturing defects and does not cover:
- Physical damage, drops, or water exposure
- Unauthorized repairs or software modifications
- Misuse, negligence, or electrical damage
Warranty claims must be submitted through authorized service centers.
Warranty processing may take up to 30 days depending on the service provider.
7. Return Procedure
To initiate a return or warranty claim, customers must provide:
- Order number or receipt
- Description of the issue
- Photos or video evidence if requested
- Original packaging and accessories
Requests should be submitted via:
Email: support@motorola.co.ke
8. Delivery and Return Shipping Costs
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If Motorola Kenya is responsible for the issue, return shipping costs will be covered
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If the return is due to customer preference or non-defective reasons, shipping costs will be borne by the customer
Delivery charges are not refundable except where legally required.
9. Inspection and Approval Process
All returned products undergo quality inspection.
Customers will be notified of approval or rejection within 3 to 7 business days after receipt.
Refunds or replacements are processed only after successful inspection.
10. Order Cancellation Policy
Orders may be cancelled before dispatch.
Once an order has been shipped, cancellation is not possible, and the return policy will apply.
11. Contact Information
For questions regarding returns, refunds, or warranty support, contact us:
- Motorola Kenya
Njengi House, Ground Floor, Shop No. 18
Tom Mboya Street, Nairobi, Kenya - Email: support@motorola.co.ke
Phone: +254 722 777899