Refund and Returns Policy

Refund and Returns Policy – Nellan Computer Solutions Ltd

Effective Date: 23/04/2026

At Nellan Computer Solutions Ltd, we strive to ensure customer satisfaction by providing quality products and reliable services. This Refund and Returns Policy outlines the conditions under which returns, refunds, and exchanges may be accepted.

1. Returns Eligibility

We accept returns under the following conditions:

  • The item is defective, damaged, or not as described at the time of purchase
  • The return request is made within 7 days of purchase or delivery
  • The item is in its original condition, with all accessories, packaging, and proof of purchase

Items that do not meet these conditions may not be eligible for return.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Software products and digital licenses once activated
  • Custom-built or special-order items
  • Products damaged due to misuse, accidents, or unauthorized repairs
  • Consumables (e.g., cables, batteries, unless faulty upon purchase)

3. Refunds

  • Approved refunds will be processed via the original payment method where possible
  • Refunds may take 5–10 business days to reflect, depending on the payment provider
  • In some cases, refunds may be issued as store credit

4. Exchanges

  • Defective or damaged items may be exchanged for the same item (subject to availability)
  • If the same product is unavailable, a similar item or store credit may be offered

5. Repair Services

  • Devices brought in for repair are not eligible for refunds once the repair has been completed and approved
  • If a repair issue persists, we will reassess and attempt to resolve the problem at no additional cost within a reasonable period

6. Return Process

To initiate a return or refund request:

  1. Contact us via phone or email within the eligible return period
  2. Provide proof of purchase and details of the issue
  3. Bring or send the item to our shop location for inspection

Returns will be inspected before approval is granted.

7. Shipping Costs

  • Customers are responsible for return shipping costs unless the item was defective or incorrect
  • We are not responsible for items lost or damaged during return shipping

8. Right to Refuse

Nellan Computer Solutions Ltd reserves the right to refuse any return or refund request that does not comply with this policy.

9. Contact Information

For any questions or to request a return or refund, please contact us:

Nellan Computer Solutions Ltd
Email: nellancomputersolutionltd@gmail.com
Phone: +254 793 767 159
Address: Nairobi CBD, Archives Area, Stanbank House, 7th Floor, Room 726

We appreciate your business and are committed to ensuring a fair and transparent returns process.