Last updated: February 2026

Operated by iLife Solutions LTD — Kimathi House, Suite 304, Moi Avenue, Nairobi, Kenya

Overview

At NexaTech, we want you to be completely satisfied with every purchase you make — whether that’s a brand-new smartphone, a laptop, or an accessory from our online shop. If something isn’t right, we’re here to make it as straightforward as possible to resolve.

Our returns and refunds policy is valid for 30 days from the date of purchase. If 30 days have passed since your purchase was completed, we are unable to offer a full refund or exchange. We encourage you to inspect your item promptly upon delivery and contact us as soon as possible if there is an issue.

Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:

• It must be unused and in the same condition in which you received it
• It must be in its original, undamaged packaging with all accessories, manuals, and bundled items included
• You must provide a valid receipt or proof of purchase (your order confirmation email or invoice is sufficient)
• The return request must be initiated within 30 days of the delivery date

Please do not send your item back to the manufacturer. All returns must be directed to NexaTech directly using the process outlined below.

Non-Returnable Items

Due to the nature of certain products, the following items are not eligible for return under any circumstances:

• Gift cards and store credit vouchers
• Downloadable software and digital products
• Opened software, games, or media — including CDs, DVDs, USB drives, or any product where a licence key or activation code has been revealed or used
• Intimate or sanitary goods and personal care items
• Hazardous materials, flammable liquids, or gases
• Any item that has been custom-ordered, configured, or personalised specifically for you

If you are unsure whether your item qualifies for a return before purchasing, please contact us at shop@nexatech.co.ke and we will be happy to clarify.

Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. These include:

• Any item that is not in its original condition, is damaged, or is missing parts or accessories for reasons not attributable to NexaTech’s error
• Any item returned more than 30 days after the delivery date
• Opened electronic accessories such as earphones, cables, or screen protectors that show signs of use but are not defective
• Products with obvious signs of use that reduce their resale value

The partial refund amount will be determined by NexaTech upon inspection of the returned item and communicated to you before the refund is processed.

How to Initiate a Return

To start a return, please follow these steps:

1. Contact us within 30 days of delivery by emailing shop@nexatech.co.ke or by visiting nexatech.co.ke/contact. Include your order number, the item(s) you wish to return, and the reason for the return.
2. Wait for confirmation — our team will review your request and respond within 1–2 business days with instructions and, where applicable, a return authorisation.
3. Package your item securely in its original packaging, including all accessories, manuals, and documentation.
4. Send your item to: iLife Solutions LTD, Kimathi House, Suite 304, Moi Avenue, Nairobi, Kenya. Do not send items without prior authorisation, as unauthorised returns may not be processed.

Refunds

Once your returned item is received at our Nairobi service centre, we will inspect it and notify you of the outcome within 2–3 business days. You will receive an email confirming:

• That your return has been received and is under review, and
• Whether your refund has been approved or declined, and the reasons for that decision

If your refund is approved, it will be processed and a credit will be applied to your original payment method — whether that is M-Pesa, credit or debit card, or bank transfer. Please allow the following processing times:

• M-Pesa: 1–3 business days
• Credit or debit card: 5–10 business days, depending on your card issuer
• Bank transfer: 3–7 business days

Please note that NexaTech initiates refunds promptly upon approval, but the time it takes for the funds to appear in your account is determined by your bank or payment provider and is outside our control.

Late or Missing Refunds

If you have not received your refund within the timeframes stated above, we recommend taking the following steps before contacting us:

1. Check your bank account or M-Pesa statement — the refund may have been processed but not yet displayed
2. Contact your card issuer or bank — there is often a processing period of several business days before a refund is officially posted to your account
3. Allow additional time — particularly for international card networks, processing can occasionally take longer than expected

If you have completed all of the above steps and your refund has still not appeared, please contact us directly at shop@nexatech.co.ke with your order details and we will investigate and resolve the matter promptly.

Sale Items

Only items purchased at their regular, full retail price are eligible for a refund. Items purchased during a promotional sale, clearance event, or with a discount code are not eligible for a refund, unless the item is found to be defective or was not as described at the time of purchase.

If you received a sale item that is faulty or damaged, please contact us and we will assess the situation and work towards a fair resolution.

Exchanges

We replace items where they are found to be defective, damaged upon delivery, or materially different from what was described on our website. We do not offer like-for-like exchanges for change of mind.

To request an exchange:

1. Email shop@nexatech.co.ke with your order number, a description of the fault or discrepancy, and photos where possible
2. Our team will assess your request within 1–2 business days and confirm whether an exchange is approved
3. Once approved, send your item to: iLife Solutions LTD, Kimathi House, Suite 304, Moi Avenue, Nairobi, Kenya
4. Your replacement item will be dispatched once the returned item has been received and inspected

Where an exact replacement is not available due to a stock issue, we will offer you a store credit or full refund as an alternative.

Gift Purchases

If the item was marked as a gift at the time of purchase and shipped directly to you as the recipient, you will receive a NexaTech store credit to the value of the returned item. The store credit will be issued to you once the returned item has been received and inspected, and can be used against any future purchase on the NexaTech shop.

If the item was not marked as a gift at the time of purchase — for example, if the gift giver had the order shipped to themselves before giving it to you — the refund will be issued to the original purchaser’s payment method. Please be aware that in this case, the original purchaser will be notified of the return.

Shipping Returns

You are responsible for the cost of return shipping unless the item being returned is faulty, damaged, or was sent in error by NexaTech. In those cases, we will cover the cost of the return.

Return shipping costs are non-refundable. If you receive a refund, the cost of return shipping (where applicable) will be deducted from your refund total.

To send your return, please use the following address:

iLife Solutions LTD Kimathi House, Suite 304 Moi Avenue, Nairobi, Kenya 0701 462 161

We strongly recommend the following when shipping a return:

• Use a trackable courier service so you can confirm delivery
• Consider purchasing shipping insurance, particularly for high-value items such as laptops, phones, or premium accessories
• Keep your proof of postage until your refund or exchange has been confirmed

NexaTech cannot be held responsible for returned items that are lost or damaged in transit. The risk of loss for return shipments remains with the sender until the item is received and signed for at our service centre.

Repairs and Service Warranty

Please note that this Returns & Refunds Policy applies to product purchases made through the NexaTech online shop. Repair services are covered separately under our 90-day Repair Service Warranty. If a repaired device develops the same fault within 90 days of collection, we will rectify the issue at no additional charge. For repair warranty queries, please visit nexatech.co.ke/device-repair-services or contact us directly.

Contact Us

If you have any questions about this policy or need assistance with a return, refund, or exchange, please don’t hesitate to get in touch:

• Email: shop@nexatech.co.ke
• Phone: 0701 462 161
• Contact form: nexatech.co.ke/contact
• In person: Kimathi House, Suite 304, Moi Avenue, Nairobi, Kenya

Our team is available Monday to Friday, 8:00 AM – 6:00 PM, and Saturday 9:00 AM – 2:00 PM.