Last Updated: April 2025

At Dream Gadgets Kenya, we are committed to providing high-quality smartphones and accessories. We understand that sometimes you may need to return a product, and we strive to make this process as smooth as possible. Please read our Refund and Returns Policy carefully before making a purchase.

1. Returns Eligibility

You may request a return or exchange under the following conditions:

  • The product is defective or damaged upon delivery.
  • You received the wrong item.
  • The product does not match the description on our website.
  • The return request is made within 7 days of purchase.

To be eligible for a return:

  • The item must be in its original condition, unused, and in the original packaging with all accessories and labels intact.
  • A receipt or proof of purchase is required.
  • Products with physical damage caused by the customer are not eligible for returns.

2. Refund Process

If your return is approved:

  • Refunds are processed within 7-14 business days after inspection.
  • Refunds will be made via M-Pesa, bank transfer, or store credit based on your preference.
  • Shipping fees are non-refundable unless the return is due to an error on our part.

3. Exchange Policy

  • If you receive a defective or incorrect product, you can request an exchange instead of a refund.
  • Exchanges are processed within 5-10 business days after approval.
  • If the requested replacement item is out of stock, we will offer an alternative or a full refund.

4. Items That Cannot Be Returned

  • Software and digital products (e.g., gift cards, downloadable apps, and subscriptions).
  • Personalized or customized items.
  • Items damaged due to misuse, accidents, or unauthorized modifications.
  • Earphones, headphones, and other hygiene-sensitive products (unless defective upon arrival).

5. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact Us within 7 days of receiving your product:
  2. Provide your order number and details about the issue.
  3. Wait for approval and further instructions.
  4. Drop off or send the item to our store location: Princely Building – Princely Mall, Ground Floor, Shop No. 1, Moi Avenue, Next to Sasa Mall, Nairobi.

6. Shipping Costs for Returns

  • Customers are responsible for return shipping costs unless the return is due to our error.
  • If a refund is issued, the cost of return shipping may be deducted from the refund amount.
  • We recommend using a trackable shipping service to ensure the safe return of your product.

7. Late or Missing Refunds

If you haven’t received a refund within 14 business days:

  1. Check your bank account or M-Pesa statement.
  2. Contact your bank or M-Pesa service provider.
  3. If you’ve done all this and still have not received your refund, please contact us at dreamgadgetskenya@gmail.com.

8. Policy Changes

Dream Gadgets Kenya reserves the right to update or modify this Refund and Returns Policy at any time. Changes will be posted on our website.

For any further questions, feel free to call us at +254 715 603868 or email us at dreamgadgetskenya@gmail.com. We are here to assist you!