Terms & Conditions

Last Updated: September 2026

Welcome to Vitron Kenya. These Terms & Conditions govern your use of vitron.ke and your purchase of products through our website.

By accessing our website, placing an order, or purchasing a product from us, you agree to these Terms & Conditions. Please read them carefully before placing an order.

1. About Vitron Kenya

Vitron Kenya operates vitron.ke, an online platform through which customers can browse and purchase Vitron products and selected home appliances and electronics.

Throughout these Terms & Conditions, “Vitron Kenya,” “we,” “us,” or “our” refers to the operator of vitron.ke, while “customer,” “you,” or “your” refers to the person using the website or purchasing our products.

2. Using Our Website

You agree to use this website only for lawful purposes.

You must not:

• Use the website for fraudulent or unlawful activities.
• Attempt to gain unauthorized access to our website, systems, or customer accounts.
• Interfere with the operation or security of the website.
• Submit false, misleading, or fraudulent information.
• Copy, reproduce, or commercially exploit our website content without permission.

We reserve the right to restrict or terminate access to the website where we reasonably believe that these Terms & Conditions have been violated.

3. Product Information

We make reasonable efforts to ensure that product descriptions, specifications, images, prices, and other information displayed on vitron.ke are accurate and up to date.

However:

• Product images may vary slightly from the actual product due to photography, lighting, or screen settings.
• Manufacturers may occasionally update product specifications, packaging, colours, or features.
• Product dimensions and specifications should be confirmed before purchasing where they are important to your intended use.
• Availability may change without prior notice.

If a significant error in product information affects an order, we may contact you to confirm whether you would like to proceed, modify the order, or cancel it.

4. Product Availability

All products displayed on vitron.ke are subject to availability.

Adding a product to your cart does not necessarily guarantee that the product will remain available until checkout or payment is completed.

If a product becomes unavailable after you place an order, we will contact you and may offer:

• An alternative product;
• A revised delivery arrangement; or
• A refund where payment has already been made.

5. Prices

All prices displayed on vitron.ke are in Kenyan Shillings (KES) unless otherwise stated.

We make every effort to ensure that prices are accurate. However, pricing errors may occasionally occur.

If we identify an incorrect price after you place an order, we may contact you before dispatch to confirm whether you would like to proceed at the correct price.

Promotional prices and discounts may be subject to specific terms and availability.

6. Placing an Order

When you place an order through vitron.ke, you are making a request to purchase the selected product(s) at the displayed price and under the applicable terms.

After placing an order, you may receive an order confirmation by email, phone, SMS, WhatsApp, or another available communication method.

An order confirmation does not necessarily mean that the order has been finally accepted. We may contact you to verify your order, payment, delivery details, and product availability before dispatch.

We reserve the right to decline or cancel an order where there is a genuine reason to do so, including:

• The product is unavailable;
• There is a significant pricing or product-information error;
• We are unable to verify the order;
• Suspected fraudulent activity;
• Incorrect or incomplete delivery information; or
• Other circumstances that prevent us from fulfilling the order.

Where payment has already been made for an order that we cancel, the applicable amount will be refunded.

7. Payment

We accept the payment methods displayed on our website or communicated by our customer service team.

Depending on the product, location, and order value, payment may be required:

• Upon delivery;
• Before dispatch; or
• Through another agreed payment method.

Pay on Delivery

Pay on Delivery may be available for eligible orders within Kenya.

For some products, including certain large, bulky, or high-value appliances, advance payment may be required before dispatch.

Orders may also be subject to additional verification before delivery.

8. Delivery

We deliver Vitron products to customers across Kenya.

Delivery times vary depending on:

• Your location;
• Product availability;
• Product size and weight;
• Delivery method;
• Traffic and weather conditions;
• Courier or transport-partner schedules; and
• Other circumstances beyond our reasonable control.

For general guidance, deliveries within Nairobi may be completed on the same day or within the communicated delivery period, while deliveries outside Nairobi may generally take 1–2 business days, depending on the destination.

Delivery estimates are not guaranteed delivery deadlines.

Bulky Products

Large products such as refrigerators, freezers, washing machines, large televisions, cookers, and other bulky appliances may require special transportation.

Additional delivery charges may apply depending on the destination and delivery requirements.

Please ensure that the delivery location is accessible and suitable for the product being delivered.

9. Delivery Inspection

Customers are encouraged to inspect products and packaging upon delivery or collection.

If you notice visible damage, missing accessories, or an incorrect product, please notify the delivery personnel and contact Vitron Kenya as soon as possible.

Where necessary, photographs or other evidence may be requested to assist with investigating the issue.

10. Returns, Exchanges & Refunds

Our returns and refund procedures are governed by our Returns & Refunds Policy.

Customers should report eligible product issues as soon as possible after delivery.

Unless otherwise required by applicable law, returns may be considered where:

• The product is faulty;
• The wrong product was supplied;
• The product is materially different from what was ordered; or
• The product arrived damaged.

Returns are not generally accepted simply because a customer has changed their mind or found the product cheaper elsewhere.

Products may need to be inspected before an exchange, repair, or refund is approved.

Nothing in these Terms & Conditions is intended to remove or restrict any consumer rights that cannot lawfully be excluded under Kenyan law.

11. Warranty

All Vitron products purchased from Vitron Kenya are covered by a 14-month warranty, subject to the applicable warranty terms.

The warranty generally covers eligible manufacturing defects and faults arising under normal use.

The warranty does not normally cover damage resulting from:

• Accidents or physical damage;
• Misuse or negligence;
• Incorrect installation or operation;
• Electrical surges, lightning, or unstable power supply;
• Water, fire, or other external damage;
• Unauthorized repairs or modifications;
• Normal wear and tear; or
• Failure to follow the manufacturer’s instructions.

Customers should retain their receipt, invoice, or other proof of purchase when making a warranty claim.

For complete details, please refer to our Warranty Policy.

12. Product Installation

Where installation is required, customers should follow the manufacturer’s installation instructions and use appropriately qualified technicians where necessary.

Vitron Kenya is not responsible for damage resulting from incorrect installation, unauthorized modifications, or failure to follow the manufacturer’s installation requirements.

For certain appliances, professional installation may be recommended or required for safe operation and warranty purposes.

13. Customer Accounts

If you create an account on vitron.ke, you are responsible for keeping your login details confidential.

You are responsible for ensuring that the information provided during registration and checkout is accurate and up to date.

You should notify us if you believe your account has been accessed without authorization.

14. Customer Information & Privacy

We collect and use customer information to process orders, arrange deliveries, provide customer support, process payments, and provide other services associated with your purchase.

We aim to handle personal information responsibly and in accordance with applicable Kenyan data-protection requirements.

For more information about how we collect, use, store, and protect personal information, please refer to our Privacy Policy.

Kenya’s Data Protection Act establishes requirements relating to the processing of personal data and the rights of data subjects.

15. Promotions & Discounts

From time to time, Vitron Kenya may offer promotions, discounts, vouchers, or special offers.

Promotional offers may be subject to:

• A specified validity period;
• Limited stock;
• Specific products;
• Minimum order requirements; or
• Other conditions communicated with the promotion.

Unless otherwise stated, promotions cannot be combined with other offers.

We reserve the right to correct genuine errors and withdraw or amend promotions where necessary.

16. Intellectual Property

All content on vitron.ke, including text, graphics, logos, photographs, product descriptions, page designs, and other materials, is owned by or licensed to Vitron Kenya or its respective rights holders.

You may view and use the website for your personal shopping purposes.

You may not reproduce, modify, distribute, publish, or commercially exploit website content without prior written permission.

17. Third-Party Links & Services

Our website may contain links to third-party websites or services.

These links may be provided for convenience, but Vitron Kenya does not control third-party websites and is not responsible for their content, availability, security, or privacy practices.

Your use of third-party services may be subject to the third party’s own terms and conditions.

18. Website Availability

We aim to keep vitron.ke available and functioning properly. However, we do not guarantee that the website will always be available, uninterrupted, or free from errors.

The website may occasionally be unavailable because of:

• Maintenance;
• Technical problems;
• Hosting or network issues;
• Security incidents;
• Internet connectivity problems; or
• Circumstances beyond our reasonable control.

19. Limitation of Liability

To the extent permitted by applicable law, Vitron Kenya will not be responsible for losses resulting from circumstances beyond our reasonable control, including delays caused by third-party couriers, extreme weather, traffic disruptions, network failures, or other unforeseen circumstances.

Nothing in these Terms & Conditions excludes or limits any liability or consumer right that cannot legally be excluded or limited under Kenyan law.

20. Events Beyond Our Control

We will not be considered in breach of these Terms & Conditions where we are unable to fulfil an obligation because of circumstances beyond our reasonable control.

Such circumstances may include natural disasters, severe weather, strikes, transport disruptions, government actions, power or network outages, civil disturbances, or other events that could not reasonably have been anticipated or prevented.

We will make reasonable efforts to communicate significant delays to affected customers.

21. Complaints & Dispute Resolution

If you have a complaint regarding your order, product, delivery, payment, or customer service, please contact us first so that we can investigate and attempt to resolve the matter.

You can contact Vitron Kenya through:

Phone / WhatsApp:
0708 885 885

Email:
support@vitron.ke

We encourage customers and Vitron Kenya to resolve disputes amicably wherever possible.

Nothing in this section limits any rights or remedies available to a consumer under applicable Kenyan law.

22. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, website, business practices, or applicable requirements.

The latest version will be published on this page with the applicable update date.

Your continued use of the website after changes are published constitutes acceptance of the updated Terms & Conditions to the extent permitted by law.

23. Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of Kenya.

Any dispute that cannot be resolved amicably shall be handled through the appropriate dispute-resolution mechanisms and courts or other legally authorized bodies in Kenya.

Contact Vitron Kenya

If you have any questions about these Terms & Conditions or your order, please contact us:

Vitron Kenya
Website: www.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

Vitron Kenya — Quality Products. Reliable Support.