Customer Help

How Can We Help You?

Welcome to Vitron Kenya Customer Help.

We’re here to make your shopping experience simple, safe, and convenient. Find answers to common questions about ordering, delivery, payments, returns, exchanges, and warranty.

If you need further assistance, contact our customer support team on 0708 885 885 or email support@vitron.ke.

Orders & Shopping

How do I place an order?

You can place your order directly through our website by:

1. Selecting the product you want.
2. Adding it to your cart.
3. Proceeding to checkout.
4. Entering your delivery details.
5. Selecting your preferred payment method.
6. Confirming your order.

Our team may contact you to confirm your order and delivery details before dispatch.

Can I order by phone or WhatsApp?

Yes. If you need help placing an order, you can contact our customer support team on 0708 885 885.

Our team can assist with product availability, pricing, delivery arrangements, and placing your order.

Can I change or cancel my order?

If you need to change or cancel your order, contact us as soon as possible on 0708 885 885

Orders that have already been dispatched may not be possible to cancel.

Can I order an item that is out of stock?

Products marked as out of stock cannot normally be ordered through the website.

However, you can contact us on 0708 885 885 to check whether the product is expected to be restocked.

Payments

Can I pay on delivery?

Yes, Pay on Delivery is available for eligible orders.

For eligible deliveries within Nairobi, you can pay upon delivery using M-Pesa.

For deliveries outside Nairobi, payment arrangements may vary depending on the product, destination, and delivery method. Our team will confirm the applicable payment arrangement before dispatch.

Do you accept cash on delivery?

For security and convenience, M-Pesa is our preferred payment method for Pay on Delivery orders.

Cash payment may not be available for all orders.

Do I have to pay before my order is delivered?

Some orders may require payment before dispatch, particularly:

• Large or bulky appliances
• High-value orders
• Certain deliveries outside Nairobi
• Orders requiring special transportation arrangements

Our team will inform you if advance payment is required.

Are your prices VAT inclusive?

The price displayed on the product page or checkout should be treated as the applicable selling price for your order. Where applicable, VAT information will be provided during the ordering process.

Delivery & Shipping

How long will it take to receive my order?

Delivery time depends on your location and the type of product ordered.

Nairobi and surrounding areas:
Eligible orders may be delivered within 1–2 hours, depending on your location, traffic, and order confirmation.

Outside Nairobi:
Delivery is generally expected within 1–2 business days, depending on the destination and courier arrangements.

Large and bulky appliances may require additional delivery arrangements.

How much does delivery cost?

Delivery charges depend on factors such as:

• Your location
• Product size and weight
• Delivery distance
• Delivery method

The applicable delivery charge will be communicated during order processing.

Do you deliver countrywide?

Yes. We deliver Vitron products across Kenya.

Delivery arrangements may differ depending on your location and the size of the product.

Can I have my order delivered to a different address?

Yes. You can provide your preferred delivery address during checkout.

If you need to change the delivery address after placing your order, contact us immediately on 0708 885 885.

Returns & Exchanges

What is your returns policy?

We offer a 24-hour period for customers to report a product that is faulty, damaged, not as described, or different from what was ordered.

The product may need to be returned for inspection before an exchange, repair, or refund is approved.

Can I return a product if I simply change my mind?

Returns are not accepted simply because you have changed your mind or found the product cheaper elsewhere.

Products that have been opened, used, installed, or unsealed may not be eligible for return unless there is a valid product fault or another qualifying issue.

I received the wrong product. What should I do?

Contact us immediately on 0708 885 885.

Please keep the product in the condition in which it was delivered, including the original packaging, accessories, manuals, tags, and any other items supplied with the product.

Do not use or install the product until the issue has been resolved.

My product arrived damaged. What should I do?

Contact us as soon as possible after receiving the order.

Where possible, take photographs of the product and packaging and send them to our customer support team.

The product may need to be inspected before a replacement, repair, or refund is approved.

Can I return a product after opening it?

This depends on the reason for the return.

Products returned because of a confirmed fault or incorrect delivery may be eligible for a solution even if opened. However, products returned simply because a customer has changed their mind may not be accepted once opened or unsealed.

Warranty & After-Sales Support

How long is the Vitron warranty?

All Vitron products come with a 14-month warranty, subject to the applicable warranty terms.

What does the warranty cover?

The warranty covers eligible manufacturing defects and faults that occur under normal use.

The product may need to be inspected by an authorized service centre to determine whether the fault is covered.

What do I need to make a warranty claim?

Please keep your receipt, invoice, or other proof of purchase.

You may also be required to provide the product’s model or serial number.

Where can I get Vitron products serviced?

Vitron has service centres in Nairobi, Mombasa, and Kisumu.

For service centre locations and contact information, please visit our Warranty page.

Product Support

I need help setting up my Vitron product. Can you help?

Yes. If you need assistance with your Vitron product, contact our customer support team.

For technical problems, we may direct you to the appropriate Vitron service centre or technical support team.

Where can I find product specifications?

Product specifications are available on the individual product pages on vitron.ke.

If you cannot find the information you need, contact us and our team will assist you.

Contact Vitron Kenya

Still need help?

Our customer support team is ready to assist you with your order, delivery, product enquiries, warranty, and after-sales support.

WhatsApp / Call:
0708 885 885

Email:
support@vitron.ke

Service Centres

Nairobi
Ronald Ngala – RNG Plaza, 4th Floor
0111 318 238

Mombasa
Haile Selassie Road, Blue Room Building
0742 537 825

Kisumu
The Mirage Palace Hotel, Basement, Shops B2 & B3
0790 447 716

Helpful Pages

Shipping & Delivery – Learn about delivery times, charges, and payment on delivery.

Returns & Refunds – Find out how to report faulty, damaged, or incorrect products.

Warranty – Learn about the 14-month Vitron warranty and service centres.

Contact Us – Get in touch with the Vitron Kenya team.

Shop Vitron – Browse our range of TVs, fridges, freezers, woofers, soundbars, water dispensers, blenders, kettles, and accessories.

Vitron Kenya

Quality Products. Reliable Support.

We’re committed to providing quality Vitron products and dependable customer support before, during, and after your purchase.