Amtel Online Merchants – Return & Refund Policy
Amtel Online Merchants – Return & Refund Policy
Trading Name: Amtel Online Merchants
Business Type: Online Retailer – Electronics and Accessories
Location:Nairobi, Kenya
Website: www.amtel.co.ke
Contact:order@amtel.co.ke | 0727177660
1. Overview
At Amtel Online Merchants, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we’re here to help. This Return & Refund Policy outlines when and how you can return an item purchased from our online store.
2. Eligibility for Returns
A product is eligible for return if:
The request is made within 7 days of receiving the item.
The product is unused, in its original packaging, and in the same condition as received.
You have proof of purchase (order number, receipt, or invoice).
Exceptions:
Some items are non-returnable unless they are defective or damaged upon arrival. These include:
* Opened software or digital downloads
* Personal care electronics (e.g., earphones, shavers)
* Clearance or “final sale” items
3. Defective or Damaged Products
If you receive a product that is damaged, defective, or not as described, please contact us within 48 hours of delivery.
We may request photos or a short video to verify the issue.
Once confirmed, you may choose:
A replacement of the same item (if available), or
A full refund to your original payment method.
4. Return Process
To initiate a return:
1. Email us at order@amtel.co.ke with your order number and reason for return.
2. Our support team will review your request within 2 business days.
3. Once approved, you’ll receive return instructions (including drop-off or courier pickup options).
4. After inspection, we’ll issue your refund or replacement within 5–10 business days.
Note:
Customers are responsible for return shipping costs, unless the return is due to a fault on our part (wrong item, defective product, etc.).
Refunds are processed via the same payment method used for the purchase (e.g., M-Pesa, or bank transfer).
5. Warranty Claims
Most electronic products sold by Amtel Online Merchants carry a manufacturer’s warranty (typically 6–12 months).
Warranty claims are handled according to the manufacturer’s terms and may require direct engagement with the authorized service center.
6. Order Cancellations
Orders can be cancelled before dispatch for a full refund.
Once dispatched, the order is subject to the standard return process.
7. Contact Us
For any questions about returns or refunds, contact our customer support team:
📞 Phone: 027177660
📧 Email: order@amtel.co.ke
🌐 Website: www.amtel.co.ke
🏢 Business Address:
8. Legal Compliance
This policy is guided by the Consumer Protection Act, 2012 (Laws of Kenya) and relevant e-commerce guidelines. Amtel Online Merchants reserves the right to modify this policy at any time, provided changes comply with Kenyan consumer laws.