Refund and Returns Policy

Refund and Returns Policy

Effective date: 20 August 2026

You may request an eligible return within 14 calendar days after delivery or collection. Contact Kenya Copiers before sending an item back.

1. Incorrect, damaged or defective items

Inspect the order promptly. If we supplied the wrong item, it arrived damaged, or it has a verified defect present at delivery, notify us within 14 days. We will arrange an appropriate repair, replacement or refund and cover reasonable return transport agreed with us in advance.

2. Change-of-mind returns

  • New machines and accessories: unused, complete and in the original packaging where supplied.
  • Professionally refurbished machines: may be reasonably inspected and tested, but must be returned in substantially the same condition with all supplied accessories, manuals and cables.
  • Toner, ink, developers, drums and other consumables: unopened, unused and not installed. An opened consumable is returnable only if incorrect, damaged at delivery or verified defective.
  • Spare parts: unused and uninstalled unless incorrect or verified defective.

The customer pays return transport for a change-of-mind return. Special-order or customized items are not returnable for change of mind when this was disclosed before payment.

3. Items we may decline

We may decline a return submitted after 14 days, an item damaged through misuse or unauthorized repair, an incomplete item, or an item reduced in value by handling beyond reasonable inspection. This does not affect a valid warranty claim or statutory remedy.

4. Refund timing

After receiving and inspecting the return, we will confirm the outcome. An approved refund is issued to the original payment method where practical within 14 business days. Any deduction for loss in value caused by the customer will be explained before the refund is completed.

5. Start a return

Send the order or invoice number, item model, reason for return and relevant photos to [email protected] or WhatsApp/call 0743 444 999. Returns are handled at Ramogi House, 2nd Floor, Room 205, Luthuli Avenue, Nairobi, Kenya, Monday–Saturday, 8:00 AM–5:00 PM.

Machine faults reported after 14 days are handled under our Warranty Policy.

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