What are the conditions for returning an item?

7 days free returns policy, subject to Terms and conditions.

Requirement for a valid procedure

  • Proof of purchase – the document handed over to you together with the product, on delivery.
  • Original packaging – the manufacturer packaging or the standard packaging done by DN Solutions Ltd
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Valid return reason – please refer to the section below for the details

Please Note:

For missing items and damaged products especially, broken screens please check with our rider or Courier during delivery and return on the spot.

How do I return an item/ What happens once I have returned an item?

For any return request please contact our Customer Service via complaints@dnsl.co.ke

What happens once I have returned an item?

  • We will perform a careful quality check.
  • If the claim is valid, we will refund you according to your requested refund method.
  • The process may take up to 7 days from when your return request was submitted.
  • If the claim is invalid the item will be sent back to you.
  • We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items.

How much time do I have to return a product?

All items sold by DN Solutions Ltd, under certain conditions, can be returned within a period of 7 days from delivery date. Example: If I received my product on Monday 6th, I have until next Monday 13th to contact Customer Service.

NOTE: You have 7 days to notify us of your return by calling Customer Service, from the day you received your purchase.

For defective items, note that you have 7 days to return your product. After this period, we do accept returns. You should send back the item to us to take it to service center for repair or replacement as per manufacturer warranty policy.

How do I track my return status?

We will keep you updated by email about the status of your return. For any inquiries contact our Customer Service Call Center numbers

Is my product under warranty?

The warranty of the product is mentioned on the product page; however, you to check on warranty with our sales team. For any inquiries contact our Customer Service Call Center

If my returned product is not validated for refund, how do I get informed?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to you or you can come and collect the item from our office. If you do not collect the product within seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law

I received something I did not order. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 7 days (with seal not broken).

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 7 days return period. For any inquiries contact our Customer Service Call Center If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.

Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.

Do I have to pay for shipping charges when I return a product?

Yes, you have to pay applicable shipping charges or else you can bring it our office directly.

What if I have a missing item in my package?

We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What’s in the box) have been delivered.

Refund

Refund process begins after we have completed evaluating your returned product. From the day you submitted your return request, this quality evaluation process may take up to 7 days. A refund notification shall be sent via email once the process is finalized

Refund payment methods are as follows

  • Mpesa
  • Bank Transfer

NOTE: Once you select your preferred method of refund you will not be able to change it.

 

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