Refund and Returns Policy

Refunds & Returns Policy – TCL PRIME KENYA

At TCL PRIME KENYA, customer satisfaction is our priority. We are committed to ensuring that you receive genuine TCL electronics in perfect condition, backed by fair and transparent return and refund guidelines.

By purchasing from us, you agree to the terms outlined in this policy.

1. Eligibility for Returns

Returns are accepted under the following conditions:

Product is defective upon delivery
Wrong item was delivered
Product has manufacturing faults covered under warranty
Item is returned within the agreed return period

All returned items must be in original condition with:

Original packaging
Accessories included
Proof of purchase (receipt or order confirmation)

2. Non-Returnable Items

We do not accept returns for:

Products damaged due to misuse or mishandling
Physical damage after delivery (cracks, drops, burns, etc.)
Unauthorized repairs or modifications
Items without original packaging or accessories
Clearance or promotional final-sale items (if specified at purchase)

3. Return Time Frame

Customers must report return issues within:

24–48 hours for delivery-related issues (wrong or damaged item)
Up to the warranty period for manufacturing defects (as per East African Warranty terms)

Late claims may not be accepted.

4. Refund Policy

Refunds may be issued under approved conditions such as:

Order cancellation before dispatch
Product out of stock after payment
Approved return after inspection

Refunds are processed using the original payment method or an agreed alternative. Processing time may vary depending on banking or payment channels.

5. Replacement Policy

Where applicable, we may offer product replacement instead of refunds for:

Defective products
Incorrect deliveries
Warranty-approved claims

Replacement depends on product availability.

6. Inspection Process

All returned products are subject to inspection by our technical team at our Nairobi service center. A refund or replacement will only be approved after verification of the issue.

7. Delivery Charges

Delivery fees are non-refundable unless the return is due to our error (wrong or defective item).
Customers may be responsible for return shipping costs in certain cases.

8. Warranty Coverage

All eligible TCL products come with an official East African Warranty. This covers manufacturing defects but does not include:

Accidental damage
Power surges
Improper installation
Physical damage or misuse

Warranty claims are handled through our Nairobi CBD service center.

9. Order Cancellation

Orders can only be cancelled before dispatch. Once a product has been shipped or delivered, cancellation is no longer possible and return procedures will apply.

10. Customer Support

For return, refund, or warranty assistance, contact our support team:

Email: info@primehomeenterprise.ke

Phone: 0118163903

Location: Emirates Mall, Luthuli Avenue, Nairobi, Kenya