At PhoneCart Kenya, we strive to make your shopping experience fast, reliable, and hassle-free. We are committed to delivering quality products and excellent service. This Shipping & Return Policy explains our delivery process and your options for returns/refunds.
Our contact details: PhoneCart Kenya Mithoo Business Centre, 1st Floor, Moi Avenue, Nairobi, Kenya Email: phonecartkenya@gmail.com Phone: +254 799 050104
1. Shipping & Delivery
Where We Deliver We deliver to all areas within Kenya through trusted courier partners and our in-house delivery team (where available).
Delivery Timelines (estimates only – subject to stock availability, order verification, and external factors like weather or public holidays):
- Within Nairobi County: Same-day to next-day delivery (often 1–4 hours in central/Nairobi CBD areas via our riders; up to 24–48 hours in outer suburbs).
- Mombasa & other coastal areas: 1–2 business days.
- Other upcountry regions: 2–5 business days via courier partners.
These are estimates and not guaranteed. We will notify you of any expected delays.
Shipping Costs Shipping fees are calculated automatically at checkout based on your delivery location, order weight/size, and selected shipping method.
- Free shipping may apply to select orders (e.g., above a certain value in Nairobi/Mombasa CBD or during promotions).
- Any applicable duties, taxes, or remote-area surcharges will be displayed before you confirm your order.
Order Processing Orders are processed within 1 business day (Monday–Saturday). Orders placed on Sundays or public holidays are processed the next business day.
Tracking Once your order is dispatched, you will receive a tracking number via email and/or SMS. You can track your package directly through our website or the courier’s portal.
Delivery Issues
- If your order is delayed, damaged in transit, or not delivered, contact us immediately at phonecartkenya@gmail.com or +254 799 050104.
- For failed delivery attempts, couriers may attempt re-delivery or hold the package at a pickup point. Additional fees may apply for multiple re-delivery attempts.
- We are not responsible for delays caused by incorrect address details provided by you.
2. Returns & Refunds
We want you to be completely satisfied with your purchase. If you’re not, you may return eligible items under the conditions below.
Return Window
- Change of mind / non-defective items: Return within 7 days of receipt (shorter than some competitors to balance stock/hygiene concerns for electronics).
- Defective, damaged, wrong, or not-as-described items: Report within 48 hours of delivery for fastest resolution.
Eligibility & Conditions
- Item must be unused (or minimally used only to test functionality), in original condition, with all original packaging, accessories, tags, manuals, and proof of purchase (invoice/receipt).
- For defective/damaged items: We will inspect to confirm the issue.
- Returns must be initiated by contacting us first (do not send items back without approval).
Return Shipping Costs
- Defective, damaged, incorrect, or not-as-described items: We cover return shipping costs (we provide instructions and may arrange collection).
- Change of mind / non-defective returns: You are responsible for return shipping costs and ensuring safe return. We recommend using a trackable courier.
Non-Returnable / Non-Refundable Items The following cannot be returned unless defective/damaged/wrong:
- Opened hygiene-related electronics (e.g., earbuds, earphones, wearable devices that contact skin).
- Sealed software, SIM cards, or consumables.
- Personalized or custom-engraved items.
- Free gifts/promotional items (unless the main product is returned).
- Items clearly marked as final sale or non-returnable.
Refund Process
- Once we receive and inspect the returned item (usually within 2–5 business days), we will process your refund.
- Refunds are issued to the original payment method (e.g., M-Pesa, card, bank transfer) within 7–14 business days (depending on your payment provider).
- We deduct original shipping fees (if not free) and any return shipping you were responsible for.
- Partial refunds may apply if only part of an order is returned.
Warranty & Defective Products Many products come with manufacturer warranties (typically 12 months for phones/accessories). For warranty claims beyond our return window, contact us for guidance on the process. Manufacturer warranty terms apply and may require service center visits.
Your Statutory Rights Nothing in this policy affects your rights under Kenyan law, including the Consumer Protection Act, 2012 (e.g., right to goods of satisfactory quality, remedies for misrepresentation or defective products, and protection from unfair contract terms). If we fail to provide required pre-contract information or the goods do not conform, you may have extended cancellation/return rights.
3. How to Initiate a Return
- Contact us via email (phonecartkenya@gmail.com) or phone (+254 799 050104) within the applicable window. Provide your order number, reason for return, and photos (especially for defects/damage).
- Await our approval and return instructions.
- Package the item securely and include all required items.
- Ship it back (or await our collection if applicable).
- Keep your tracking number until the return is processed.
We appreciate your business and are here to help resolve any issues quickly.
For questions about shipping or returns, reach out anytime!