Returns & Refund Policy
Returns & Refund Policy
Last Updated: September 2026
At Vitron Kenya, we want you to be confident when shopping with us. We carefully inspect and prepare products before delivery, but if you receive a faulty, damaged, incorrect, or materially different product, we are here to help.
This Returns & Refund Policy explains when a product may be returned, exchanged, repaired, or refunded when purchased through vitron.ke.
1. 24-Hour Return & Issue Reporting Period
Customers should inspect their order as soon as it is delivered.
If you receive a product that is:
Faulty or not functioning properly;
Physically damaged upon delivery;
Different from the product you ordered;
Missing essential parts or accessories; or
Significantly different from its description,
please contact Vitron Kenya within 24 hours of delivery.
You can contact us through:
Phone / WhatsApp:
0708 885 885
Email:
support@vitron.ke
Issues reported after the 24-hour period may be handled under the applicable Vitron warranty or other applicable consumer rights, depending on the nature of the issue.
2. What Qualifies for a Return?
A return may be considered where the product has a genuine issue such as:
Faulty Product
The product does not function as reasonably expected under normal use.
Damaged Product
The product has visible physical damage that appears to have occurred before or during delivery.
Incorrect Product
You received a different model, size, colour, or product from the one you ordered.
Missing Items
Essential accessories or components supplied with the product are missing.
Product Not as Described
The product received is materially different from the description or specifications provided at the time of purchase.
All returns are subject to inspection and verification.
3. Change of Mind
We do not generally accept returns simply because a customer has changed their mind, decided they prefer another product, found a cheaper price elsewhere, or no longer wants the product.
Before placing an order, we encourage customers to carefully confirm:
Product model
Screen size
Colour
Capacity
Features
Dimensions
Compatibility
Delivery location
If you are unsure about a product, our customer support team can help you choose the appropriate model before you place your order.
4. Products That Have Been Opened or Used
Where a product is returned because of a confirmed fault, damage, or incorrect delivery, it may still be eligible for assessment even if the packaging has been opened.
However, customers should:
Keep the original packaging where possible;
Keep all accessories and manuals;
Avoid unnecessary use of a product that appears faulty;
Avoid attempting repairs; and
Avoid modifying or tampering with the product.
A return may be declined where damage has been caused by the customer after delivery.
5. Incorrect Product Delivered
If we accidentally deliver the wrong product, please contact us as soon as possible and preferably within 24 hours of delivery.
Do not install, use, alter, or dispose of the packaging of the incorrect product.
Once the issue has been verified, we will arrange an appropriate solution, which may include collection and delivery of the correct product.
6. Products Damaged During Delivery
Please inspect your product and packaging when receiving your order.
If you notice visible damage:
Notify the delivery personnel immediately where possible.
Take clear photographs of the product and packaging.
Contact Vitron Kenya as soon as possible.
Keep the product and packaging safely until we advise you on the next step.
We may request photographs, videos, order information, or other details to help investigate the issue.
7. Faulty Products
If your product develops a fault, our team may first help you determine whether the issue can be resolved through basic troubleshooting.
Where necessary, the product may need to be inspected by an authorized Vitron service centre or technician.
If the issue is a manufacturing defect covered by warranty, the product may be repaired or another appropriate warranty remedy provided.
For more information, please refer to our Warranty Policy.
8. Warranty After the 24-Hour Period
The 24-hour return period does not mean that your product is only protected for 24 hours.
Vitron products purchased from Vitron Kenya are covered by a 14-month warranty, subject to the applicable warranty terms.
If a manufacturing fault occurs after the initial 24-hour return period, contact us or visit an authorized Vitron service centre for assistance.
9. Warranty-Related Damage
The Vitron warranty does not normally cover damage resulting from:
Accidental drops or physical impact;
Misuse or negligence;
Incorrect installation;
Unauthorized repairs or modifications;
Electrical surges or unstable power;
Lightning;
Water or liquid damage;
Fire or other external causes;
Normal wear and tear; or
Failure to follow the manufacturer’s instructions.
Such cases may not qualify for a free repair, replacement, or refund.
10. Return Conditions
Where a return is approved, customers may be required to provide:
Proof of purchase;
Order number or invoice;
Product model or serial number;
Photos or videos showing the issue;
Original accessories and packaging where applicable; and
Any other information reasonably required to assess the claim.
The product may be inspected before the final resolution is determined.
11. Return Transportation
For an approved return resulting from a confirmed faulty, incorrect, or damaged product, Vitron Kenya will communicate the appropriate collection or return arrangements.
Customers may be responsible for transportation costs where:
The return is not due to a fault attributable to Vitron Kenya;
The customer simply changed their mind;
The customer ordered the wrong product;
The product was damaged through customer misuse; or
The return falls outside the applicable return or warranty conditions.
12. Refunds
Where a refund is approved, the refund method and processing time will depend on the original payment method and the circumstances of the return.
Refunds may be processed through the applicable payment method or another agreed method.
Where a customer is entitled to a refund, we will communicate the applicable refund process and expected processing period.
Refunds will generally only be processed after the returned product has been received and assessed where inspection is required.
13. Exchanges
Where appropriate, we may offer an exchange instead of a refund.
An exchange may be considered where:
The wrong product was delivered;
The product has a confirmed qualifying fault;
The product was damaged before or during delivery; or
Another suitable solution is agreed upon.
Replacement products are subject to availability.
If the replacement product has a different price, the applicable price difference will be communicated before the exchange is completed.
14. Items That Cannot Be Returned Due to Customer Damage
A return or refund may not be approved where the product has been damaged after delivery through:
Physical abuse;
Incorrect installation;
Improper handling;
Liquid exposure;
Electrical damage;
Unauthorized modification;
Use contrary to the manufacturer’s instructions; or
Repairs attempted by an unauthorized person.
Such products may instead be referred for paid repair where possible.
15. High-Value & Bulky Appliances
Large and high-value products such as:
Refrigerators
Freezers
Washing machines
Large televisions
Cookers
Water dispensers
Other major home appliances
may have special return and transportation arrangements.
Customers should contact us before attempting to transport a bulky appliance themselves.
We may arrange inspection, collection, or service depending on the nature of the issue.
16. How to Start a Return
To report a return or product issue, contact us:
Phone / WhatsApp:
0708 885 885
Email:
support@vitron.ke
Please provide:
Your full name;
Order number or invoice number;
Product name and model;
Date of delivery;
Description of the issue; and
Photos or videos where applicable.
Our customer service team will advise you on the next steps.
17. Customer Responsibility
Customers are responsible for providing accurate delivery and contact information.
Once a product has been delivered, customers should:
Handle the product carefully;
Follow the manufacturer’s instructions;
Use the product for its intended purpose;
Keep proof of purchase;
Keep relevant accessories and documentation; and
Contact us promptly if a problem occurs.
18. Consumer Rights
Nothing in this Returns & Refund Policy is intended to remove, restrict, or waive any rights or remedies that a customer may have under applicable Kenyan consumer-protection or other applicable laws.
Where applicable law provides a customer with rights that differ from this policy, those legal rights will apply.
19. Changes to This Policy
Vitron Kenya may update this Returns & Refund Policy from time to time to reflect changes in our services, products, business practices, or applicable legal requirements.
The latest version will always be published on this page.
Contact Vitron Kenya
If you have a question about a return, exchange, refund, or faulty product, please contact us.
Vitron Kenya
Website: vitron.ke
Phone / WhatsApp:
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
Shop With Confidence
We want every customer to have a positive experience with Vitron Kenya.
If something goes wrong with your order, contact us promptly and our team will work with you to find the appropriate solution.
Vitron Kenya — Quality Products. Reliable Support.