Effective Date: June 30, 2026

At Safaricom Two Rivers, customer satisfaction is our priority. We strive to provide genuine products and quality services. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Eligibility for Returns

You may return eligible products within 7 days of purchase provided that:

• The item is unused and in its original condition.
• All original packaging, accessories, manuals, and seals are intact.
• The original receipt or proof of purchase is provided.
• The product has not been physically damaged, altered, or misused.

2. Non-Returnable Items

The following items cannot be returned or refunded unless they are defective upon delivery:

• SIM Cards
• eSIM activations and QR codes
• Airtime and data bundles
• Gift cards or vouchers
• Software licenses and digital products
• Products damaged due to misuse, liquid damage, accidental damage, or unauthorized repairs

3. Defective or Faulty Products

If a product develops a manufacturing defect within the applicable warranty period:

• Our technicians will inspect the product.
• If the defect is confirmed to be covered under warranty, the product may be repaired, replaced, or referred to the manufacturer's authorized service centre.
• Products will not be replaced or refunded for defects resulting from accidental damage, misuse, water damage, or unauthorized modifications.

4. Mobile Phones, Tablets & Electronics

Due to manufacturer policies:

• Opened mobile phones, tablets, laptops, smartwatches, and other electronic devices cannot be returned simply because the customer changes their mind.
• Returns are accepted only if the product has a verified manufacturing defect.

5. Accessories

Accessories including chargers, cables, power banks, earphones, phone cases, and screen protectors may be returned within 7 days if:

• They are unused.
• They remain in their original packaging.
• They are not damaged by the customer.

6. Repair Services

For device repair services:

• Service fees are non-refundable once repair work has commenced.
• If replacement parts are installed, the installed parts are covered by the applicable service warranty.
• We are not responsible for existing faults unrelated to the repair performed.

7. Refunds

Where a refund is approved:

• Refunds will be processed using the original payment method whenever possible.
• Mobile Money (M-PESA) refunds may require verification.
• Refunds are generally processed within 5–10 business days, depending on your payment provider.

Shipping, delivery, and service charges are non-refundable unless the error was on our part.

8. Exchanges

Eligible products may be exchanged for:

• The same item if defective.
• Another item of equal or higher value (with the customer paying any price difference where applicable).

9. How to Request a Return

To request a return or exchange:

1. Contact our customer support team.
2. Provide your order number or purchase receipt.
3. Explain the reason for the return.
4. Our team will advise you on the next steps.

Please do not return products without prior authorization.

10. Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us through the contact information provided on safaricomtworivers.com.

We appreciate your trust and thank you for choosing Safaricom Two Rivers.