Refund policy

At HONOR Kenya Store, all products sold are brand-new, original, and fully tested before delivery. Due to the nature of mobile phones as high-value electronic devices, all purchases are considered final once completed.

Please read this policy carefully before placing your order.

 No Return Policy (Strict)

We operate a strict no-return policy for all non-quality-related cases.

This means:

    • Change of mind

    • Not liking the product

    • Ordering the wrong model

    • Personal preference after use

      We do not accept returns for reasons such as:

       

Customers are strongly advised to confirm their order carefully before purchase.

 Exceptional Case (Customer-Initiated Return Request)

In rare cases where a return request is exceptionally approved:

  • The request must be made within 24 hours of delivery

  • The product must be 100% unused, sealed, and in original packaging

  • A restocking fee may apply

    • All return shipping costs

    • Any logistics handling fees

    • Full risk of loss or damage during transit

      Customer must bear:

        • All return shipping costs

        • Any logistics handling fees

        • Full risk of loss or damage during transit

 If the product is returned in a condition that does not meet our requirements, the return will be rejected.

 Replacement Policy (Non-Human Damage Only)

We provide a 3-month replacement guarantee strictly for devices with verified manufacturing defects.

Eligible cases include:

  • Device failure under normal usage

  • System or hardware malfunction not caused by the user

Not covered:

  • Drops, cracks, or screen damage

  • Water or liquid damage

  • Improper usage or negligence

  • Unauthorized repair or tampering

All cases will be inspected and verified before approval.

12-Month Warranty Policy

All devices include a 12-month limited warranty covering non-human-caused faults.

Warranty includes:

  • Free repair for eligible hardware issues
  • Technical support

The warranty does not cover replacements after the initial 3-month period.

Shipping & Risk Responsibility

Due to transportation conditions in Kenya:

  • All customer-initiated returns are at the customer’s own risk

    • Loss during return shipping

    • Delays or courier issues

      We are not responsible for:

       

  • Customers must use a secure and trackable delivery service

Claims & Support Process

To report an issue:

  1. Contact us within 24–48 hours of delivery

  2. Provide:

    • Order number

    • Clear description of the issue

    • Photo/video evidence

 Failure to report within this timeframe may result in claim rejection

 Important Notice

By placing an order, you acknowledge and agree that:

  • You fully understand and accept this Return & Refund Policy

  • All non-quality-related returns are not supported

  • All decisions regarding returns, replacements, and warranty claims are final

 Need Help Before Ordering?

We strongly recommend contacting us before purchase if you are unsure.

Our team can guide you to choose the right HONOR smartphone for your needs.