At Image Connections Ltd, we want you to be completely satisfied with your purchase of phones, laptops, accessories, or Safaricom products. However, we understand that issues can occasionally arise. This policy outlines the conditions and process for returning items purchased from our website or physical stores.

1. Eligible Reasons for Return

We accept returns within the 48-hour window only under the following circumstances:

• Dead on Arrival (DOA) / Faulty: The product has a manufacturing defect or fails to power on/function as intended right out of the box.
• Wrong Item Delivered: You received a different model, color, or specification than what you ordered.
• Damaged in Transit: The product arrived with visible physical damage or broken seals caused by shipping.
• Missing Components: The box is missing essential items listed in the manufacturer’s standard package (e.g., charger, cable, manuals).

Note: Returns due to "change of mind" or "buyer's remorse" are only accepted if the product is completely unopened, in its original sealed packaging, and the request is made within 48 hours. A restocking fee may apply.

2. Conditions for a Valid Return

To qualify for a return, the product must meet all of the following conditions:

• The return request is initiated within 48 hours of delivery/purchase.
• The product is in its original condition, with all protective films, tags, and seals intact (unless the defect prevents this).
• All original accessories, free gifts, manuals, and packaging materials are included.
• The IMEI or Serial Number on the product and box matches the one on your original invoice.
• There is no evidence of user-induced damage, including but not limited to: screen cracks, water/liquid damage, bent chassis, or unauthorized software modifications.

3. Non-Returnable Items

For hygiene, security, and licensing reasons, the following cannot be returned or refunded under any circumstances:

• Opened accessories (e.g., earphones, screen protectors, phone cases, chargers).
• Products with removed, scratched, or tampered IMEI/Serial Number stickers.
• Activated Safaricom Products: SIM cards, broadband routers, or modems that have already been activated and registered on the Safaricom network cannot be returned for a refund, but may be covered by Safaricom's warranty for hardware faults.
• Items purchased on an explicit "As Is" or "Clearance" basis (clearly stated at the time of purchase).

4. How to Initiate a Return

Follow these simple steps to request a return within the 48-hour window:

1. Contact Us Immediately: Email us at [email protected] or reach out via Phone/WhatsApp. Include your Order Number, a clear description of the issue, and photos/videos demonstrating the fault or damage.
2. Assessment: Our technical team will review your claim within 24 hours. We may request additional information or ask you to bring the device to our store for a quick verification.
3. Approval & Instructions: If approved, we will provide you with a Return Authorization Number and instructions on whether to drop off the item at our store or schedule a pickup (for Nairobi deliveries).
4. Inspection: Once we receive the item, we will inspect it to verify the claim. This inspection is typically completed within 1–2 business days.

5. Refunds and Replacements

Once your return is approved and the item passes inspection, we will offer one of the following resolutions based on availability and your preference:

• Replacement: We will provide a brand-new, identical replacement unit at no extra cost.
• Refund: If a replacement is unavailable, we will issue a full refund to your original payment method.
  • M-Pesa: Reversed to the sending number (may take 1–3 business days).
  • Card Payments (via IntaSend): Refunded to the original card (may take 3–7 business days, depending on your bank).

Shipping Costs: Image Connections Ltd will cover the return shipping costs only if the return is due to our error (wrong item, DOA, or transit damage). If a return request is found to be invalid or is due to a "change of mind" on an unopened item, the customer is responsible for return shipping costs.

6. What Happens After 48 Hours?

If a defect is discovered after the 48-hour return window has closed, the product is no longer eligible for a direct return or refund through this policy. Instead, it will be handled under the Manufacturer’s Warranty (or Safaricom’s Warranty for their branded products). This typically means the device will be sent to an authorized service center for repair or replacement, as outlined in our Terms of Service.

7. Contact Us

If you have any questions about this Return & Refund Policy or need to initiate a return, please reach out to us immediately: