We want returns to be clear and predictable. This policy explains when an item can be returned, what to send with it, and what happens after we receive it.
Quick summary
- Tell us within 48 hours of delivery if an item arrives damaged, defective, or different from what you ordered.
- Other eligible returns must reach us within 7 calendar days of purchase or delivery, whichever is later.
- The item must be unused, complete, and in its original packaging unless it was supplied damaged or defective.
- Contact us before sending or bringing an item back so we can confirm the next step.
This policy applies to purchases made directly from Webline Technologies Ltd. It does not reduce any rights you may have under Kenyan law.
What can be returned
An item is eligible for return when all of the following apply:
- You have the receipt, invoice, order number, or another valid proof of purchase.
- The item is unused and in the condition in which it was supplied, except where inspection was reasonably necessary or the item is defective.
- The original packaging, seals, manuals, accessories, cables, licences, gifts, and bundled items are included.
- Any account, password, activation lock, or personal data has been removed from the device.
- The return is started within the applicable time limit.
We inspect every return before approving an exchange, store credit, or refund.
Damaged, defective, or incorrect items
Please inspect your order as soon as it arrives. If it is damaged in transit, does not work on arrival, or is not what you ordered, contact us within 48 hours. Include your order number and clear photos or a short video where this helps show the problem.
When we confirm that Webline supplied a damaged, defective, or incorrect item, we will arrange a suitable remedy. Depending on the circumstances and stock availability, this may be a replacement, repair, exchange, or refund. We will also explain how the item should be returned.
Items we cannot accept as general returns
We cannot accept a change-of-mind return for:
- Software, licence keys, subscriptions, or digital products after delivery or activation.
- Ink, toner, and other consumables after the seal or packaging has been opened.
- Earphones, headphones, and other hygiene-sensitive products after opening.
- Custom-ordered, configured, engraved, or otherwise personalised products.
- Items damaged by misuse, unauthorised repair, liquid, impact, malware, power surges, or use outside the manufacturer’s instructions.
- Items with missing serial numbers, altered labels, incomplete accessories, or damaged packaging that prevents resale.
A faulty item may still qualify for a warranty remedy even when it is not eligible for a general return.
Change-of-mind and compatibility returns
If the correct, fully functional item was supplied but you changed your mind or selected an incompatible product, we may accept the return after inspection. A 15% restocking and handling fee applies. Delivery and installation charges are not refundable unless we supplied the wrong item or the item was defective on arrival.
If you are unsure about compatibility, contact us before ordering. We are happy to help you check specifications.
Exchanges
Approved exchanges depend on stock availability. If the replacement costs more, you will pay the difference. If it costs less, the balance will be handled as an approved refund or store credit. We may recommend a refund instead when a suitable replacement is unavailable.
Refunds
After we receive and inspect the item, we will tell you whether the refund is approved and whether any deduction applies. Approved refunds are normally processed within 3–5 business days using the original payment method, such as M-Pesa or bank transfer. Your bank or payment provider may need additional time to make the funds available.
Refunds above Ksh 5,000 are not issued immediately in cash. We may ask for payment details and identification so that the refund reaches the correct customer.
Warranty claims after the return window
If a product develops a fault after the return period but remains under warranty, contact us with the proof of purchase and serial number. We will help you confirm the warranty route and, where appropriate, book the item with the manufacturer or an authorised service centre. Repair and assessment times are set by the manufacturer and commonly take 7–21 days.
Warranty coverage does not normally include accidental damage, misuse, liquid damage, electrical surges, unauthorised modifications, or ordinary wear and tear.
How to start a return
Contact us before returning the item and provide:
- Your order number, invoice, or receipt.
- The product name and serial number, where applicable.
- A short explanation of why you want to return it.
- Photos or video if the item is damaged, defective, or incorrect.
Phone or WhatsApp: +254 721 214 644
Email: support@webline.co.ke
Once your request has been reviewed, we will confirm whether to bring the item to our Westlands store or send it through an agreed delivery service. Do not send an item before receiving return instructions, as this can delay inspection and resolution.