Legal · Returns

Returns & Refunds

Last updated: June 2025

We want you to love what you buy. If something isn't right, we'll make it right — quickly and without hassle. Here's exactly how the process works.

You may return most items within 14 days of delivery for any reason, provided:

The item is in the same condition you received it.
Original packaging, accessories, and any included software licenses are included.
You have proof of purchase (your order confirmation email is sufficient).

Items that cannot be returned:

Software or license keys that have been activated or redeemed.
Items that have been physically damaged, liquid-damaged, or modified after delivery.
Consumables (printer cartridges, cleaning kits) that have been opened.

Three steps from your door to your refund:

01

Submit a request

Email support@onetechcomputers.com with your order number and the reason for return. We'll respond within 1 business day with a Return Merchandise Authorisation (RMA) number.

02

Pack and ship

Pack the item securely in its original box. Write your RMA number on the outside. Drop it off at the nearest courier point — we'll provide the address. For orders over KES 10,000, we cover return shipping costs.

03

Receive your refund

Once we receive and inspect the item (usually 1–2 business days), we'll process your refund. M-PESA reversals arrive within 24 hours; card refunds within 5–7 business days depending on your bank.

We offer three refund routes — you choose:

Original payment method — refunded to the M-PESA number or card used at checkout. Standard processing times apply.
Exchange — swap for another item of equal or greater value (pay the difference). Fastest way to get back to a working device.
Store credit (+10%) — we add a 10% bonus to the refund value as a credit redeemable on any future order, with no expiry.

If your device develops a hardware fault within the warranty period (6 months minimum, longer for some products), the process is the same as a standard return — but we pay all shipping costs regardless of order value.

We'll diagnose the fault first. If it's covered by warranty, we'll repair or replace at no cost. If the inspection reveals user damage (drops, liquid), we'll quote a repair cost before doing any work — you're never charged without approval.

If your item arrived faulty, damaged in transit, or is the wrong product entirely, contact us within 48 hours of delivery at support@onetechcomputers.com with a photo of the item and packaging. We'll arrange a same-week collection and priority replacement or full refund — your choice.

Our return shipping policy:

Orders over KES 10,000 — we cover return shipping via our courier account.
Orders under KES 10,000 — return shipping is at your cost unless the item is faulty or incorrect.
Warranty claims — we cover return shipping for all warranty-covered faults, regardless of order value.

Original delivery fees are non-refundable unless the item was faulty or we sent the wrong product.

Related policies

Still have questions?

Our team is available Monday–Saturday, 8am–6pm EAT.