Returns & Refund Policy

1. Overview

At Naiphones, customer satisfaction and quality assurance are central to our service. Because we deal in brand-new, original smartphones and sensitive electronic accessories, all returns, repairs, and refunds are governed by the guidelines detailed below to protect both customer rights and product integrity.

2. Return Period & Eligibility

Items purchased from Naiphones may be eligible for return or exchange within 7 days of purchase under the following conditions:

• The item has a verifiable technical defect or factory fault upon arrival or unboxing.
• The item was damaged in transit prior to delivery (for delivered orders).
• The device is returned unused, in its original box with all original accessories, user manuals, and protective films intact.
• You present an official sales receipt or valid proof of payment (M-Pesa confirmation code or invoice).

3. Non-Returnable & Non-Refundable Items

We cannot accept returns, issue refunds, or perform exchanges for:

• Products damaged due to drops, liquid contact, physical misuse, power surges, or unauthorized repair attempts.
• Devices with removed or tampered serial numbers / IMEI numbers.
• Software-related issues caused by third-party application downloads, rooting, or custom firmware flashing.
• Personalized items or opened consumable accessories (e.g., applied screen protectors, unsealed earphones).
• Change of mind after purchase once the box seal has been broken and verified as functional.

4. Warranty & Technical Assessment

All brand-new smartphones sold at Naiphones carry standard manufacturer warranty coverage (typically 12 to 24 months, depending on the brand).

• Factory Defects: If a defect arises after the 7-day initial return period, the device will be covered under the brand's official warranty service center.
• Assessment Process: Returned items undergo a technical inspection by our technicians or authorized service partners to confirm eligibility before an exchange or repair is processed. This process usually takes 24 to 48 working hours.

5. Refunds & Processing

If an item qualifies for a monetary refund (e.g., out-of-stock replacement for a defective item returned within 7 days):

• Refunds are processed using the original method of payment (M-Pesa or Bank Transfer).
• Processing time takes between 1 to 3 business days following the completion and approval of the technical inspection.
• Delivery charges paid for home/office dispatch are non-refundable unless the return is due to an error on our part.

6. How to Initiate a Return

To request an exchange or technical review, please follow these steps:

• In-Store Returns: Bring the item, original packaging, and receipt directly to our store at SkyMall, Basement, Nairobi CBD.
• Remote Returns: Contact us via phone/WhatsApp at +254 722 532014 with your purchase details and pictures/video of the reported issue before sending the device back.