Returns & Refund Policy
At PhoneHouse, we value your satisfaction. Here’s everything you need to know about our returns, refunds, and exchange process.
Eligibility for Returns
Products can be returned within 7 days of delivery if they are defective, damaged, or not as described.
Conditions:
Must be in the original packaging
All accessories and manuals must be included
Proof of purchase is required
Non-Returnable Items
Certain products cannot be returned, including:
Used or tampered items
Refurbished products (unless faulty on arrival)
Items damaged due to misuse, accidents, or neglect
Return Process
Step 1: Contact PhoneHouse via email, phone, or submit a return request on our website to initiate your return.
Step 2: Provide your order number, product details, and reason for the return.
Step 3: You can return the product physically at any of our PhoneHouse stores or follow instructions provided online to ship the product back.
Step 4: Once the product is inspected and approved, your refund or exchange will be processed promptly.
Refunds
Approved returns, whether returned at a PhoneHouse store or via online return, will be refunded through the original payment method within 5–7 business days.
Please note that the refund amount excludes delivery charges unless the product was defective or damaged upon arrival.
Exchanges
If you prefer an exchange, PhoneHouse will replace the item with the same model or an equivalent product of equal value.
Please note that exchanges are subject to product availability.
Damaged or Faulty Items on Delivery
If your product arrives damaged or faulty, please contact us immediately. PhoneHouse will arrange a replacement or a full refund at no extra cost to you, ensuring a hassle-free resolution.
Damaged or Faulty Items on Delivery
Customer Support
“For any queries regarding returns, refunds, or exchanges, contact us at +254735933333 or info@phonehouse.co.ke. Our team is ready to assist you.”