Refund and Returns Policy

Effective Date: October 03, 2025

1. Eligibility for Returns and Exchanges
Customers may return or exchange products within 2 days of delivery under the following conditions:

  • The product is defective, damaged upon delivery, not as described, or the customer simply wishes to return it.

  • All returns or exchanges must include original packaging, all accessories, and valid proof of purchase.

Products that do not meet these criteria are not eligible for return, refund, or exchange.

2. Non-Returnable Items
The following items cannot be returned or exchanged:

  • Products damaged due to customer misuse, negligence, or mishandling

  • Devices or parts with broken, removed, or tampered warranty seals

  • Used or opened accessories, including cables or screen protectors

3. Refunds

  • Refunds are processed after the returned product has been inspected and approved by PrimeFix Kenya.

  • Approved refunds will be issued via the original payment method (M-Pesa, Bank Transfer, or Cash).

  • Refunds may take up to 7 business days to reflect.

4. Exchanges

  • Exchanges are allowed for the same product or an equivalent item, subject to availability.

  • The exchanged item must meet all eligibility requirements.

  • Any price difference between items must be paid by the customer.

5. Repairs and Service Refunds

  • If a repair service cannot be completed within the agreed timeframe, the customer may request a refund of service fees paid.

  • No refunds are issued for services that were completed as agreed and accepted.

6. Contact Information
For returns, exchanges, or refund inquiries, contact:

PrimeFix Kenya
Suite 8, Second Floor, Norwich Union Building, Mama Ngina Street, Nairobi
Phone: +254 703 700 600
Email: sales@primefixke.com