Refund and Returns Policy

Refunds

CityMall Communication offers refunds under the following conditions:

 

• • Products that are dead on arrival (DOA)

• • Products that have been wrongly dispatched

• • Products damaged during shipping

• • Products delivered without essential accessories

To qualify for a refund:

 

• • The customer must report the issue within 24 hours of receiving the product

• • Product must be in original packaging with all accessories

• • Proof of purchase (receipt/invoice) must be provided

• • Product should not show signs of misuse or customer damage

Refund Processing:

If approved, the refund will be processed through the customer’s preferred method:

 

• • Mobile money transfer (M-Pesa, Airtel Money)

• • Bank transfer

• • Cash

Returns & Warranty

We accept returns on products within the following warranty periods:

 

• • New products: 12-month comprehensive warranty

• • Refurbished products: 6-month limited warranty

• • Accessories: 3-month warranty

• • Software/Apps: 30-day support period

Warranty Coverage Includes:

 

• • Manufacturing defects

• • Hardware malfunctions

• • Software issues (for applicable products)

• • Battery performance issues

Warranty Does NOT Cover:

 

• • Physical damage due to drops, water, or misuse

• • Normal wear and tear

• • Damage from unauthorized repairs

• • Software issues caused by user modifications

Return Process

If you encounter a problem with your product within the warranty period, please return it to our location:

Corner House, Second Floor, Room A4, Nairobi – Kenya

Business Hours:
Monday – Friday: 8:00 AM – 6:00 PM
Saturday: 9:00 AM – 5:00 PM
Sunday: Closed

Contact Us

For any questions or concerns regarding refunds or returns, please reach out to us:

 

• • Email: sales@city.co.ke

• • Phone/ WhatsApp: +254791737055