At TCL Kenya, we stand behind the quality of our genuine products. Since we sell original manufacturer-warranted electronics, we want you to be completely satisfied with your purchase. This policy is managed by Pedacah Technologies in compliance with the Consumer Protection Act of Kenya.

1. Return Window

You have 7 days from the date of delivery to return a product if it is defective, damaged, or does not match the description on our website.

2. Conditions for Returns

To be eligible for a return, the following conditions must be met:

  • Condition: The item must be in its original, unopened packaging with all accessories (remote, stand, cables) and manuals included.

  • Proof of Purchase: You must provide the original receipt or electronic order confirmation.

  • Seals: For hygiene and security, products with broken manufacturer seals (except in cases of internal defect) may not be eligible for a full refund.

3. How to Initiate a Return

  1. Contact Us: Call us at +254 721 499 355 or email support@tcl-kenya.ke to report the issue.

  2. Inspection: For customers in Nairobi, you can bring the item to our showroom at Skymall Building, Luthuli Avenue. For out-of-town customers, we will coordinate with G4S to have the item returned to us.

  3. Verification: Once we receive the item, our technicians will inspect it to verify the defect or condition. This usually takes 24–48 hours.

4. Refunds

Once your return is approved, we will process your refund:

  • Refund Method: Refunds are issued via the original payment method (e.g., M-Pesa or Bank Transfer).

  • Timeline: You will receive your refund within 3–5 business days after the inspection is complete.

  • Shipping Costs: If the return is due to a manufacturer defect or an error on our part, we will cover all shipping costs. If you are returning an item for other reasons, the customer is responsible for the return shipping fees.

5. Exchanges

If you received a defective unit, we will offer a direct exchange for a new unit of the same model at no extra cost, subject to stock availability.

Have a question? Contact