Returns & Refund Policy

Zeneric Africa Company Limited accepts eligible returns and processes refunds in accordance with this policy and applicable legal requirements.

1. General Returns & Return Window

Return requests for eligible, standard items must be initiated within 14 calendar days from the date of delivery or collection.

To qualify for a return, items must be:

  • Unused, uninstalled, and unaltered
  • Undamaged and in their original, resalable condition
  • Packed in their original, unopened packaging where applicable (including all manuals, cables, and accessories)
  • Accompanied by proof of purchase (invoice or order receipt)

Note: Products that have been used, installed, modified, or damaged after delivery do not qualify for a change-of-mind return.

2. Damaged, Missing, or Incorrect Goods

Transit damage, missing items, or incorrectly supplied products must be reported within 14 calendar days of delivery or collection.

  • Contact customer support with your order details.
  • Provide clear photographs or supporting evidence showing the issue.
  • Our team will review the claim and advise on the appropriate resolution (repair, replacement, or refund).

3. Restocking Fees & Return Costs

  • Restocking Fees: Zeneric Africa Company Limited does NOT charge any restocking fees for returned items.
  • Defective, Damaged, or Incorrect Items: Where a return is due to a confirmed defect or error by Zeneric Africa Company Limited, return transportation or collection costs will be fully covered by us.
  • Change-of-Mind Returns: For eligible standard returns, the customer is responsible for obtaining and paying for all return shipping or courier expenses.

4. Products That Do Not Qualify for Return

Certain products cannot be returned due to their nature, condition, or custom setup. This includes items that have been:

  • Used or installed into existing systems or infrastructure
  • Damaged after delivery
  • Modified or altered
  • Supplied as a special-order or customized item
  • Returned in a condition that prevents resale

5. Return Process & Methods

Returns can be made by courier/mail or in person at our Nairobi pickup office:

  • Contact Support First: Reach out to us before sending any item back. Items returned without prior authorization will not be processed.
  • Provide Details: Include your order number/receipt, product description, reason for return, and clear photographs where applicable.
  • Receive Authorization: Our team will review your request within 2 business days and provide instructions on returning or presenting the product for inspection.

6. Inspection, Assessment, and Refunds

  • Inspection: All returned products undergo physical inspection before a replacement, store credit, or refund is approved. Assessment includes evaluating the product condition, packaging, manuals, accessories, and documentation.
  • Processing Window: Approved refunds are processed within 7 to 14 business days following successful product inspection.
  • Refund Method: Refunds will be issued using the original payment method where reasonably possible. Original standard delivery charges are non-refundable for change-of-mind returns.

7. Exchanges and Replacements

Where appropriate and subject to stock availability, eligible products may be replaced or exchanged instead of refunded. Resolution options will depend on the nature of the issue, item condition, and inventory availability.

Contact Us

For returns, refunds, damaged goods, missing items, or incorrectly supplied products, please contact:

Zeneric Africa Company Limited
Address: Town House, 6th Floor, Room 606, Kaunda Street, Nairobi, Kenya
Phone / WhatsApp: +254 714 446 608
Email: sales@zeneric.co.ke
Website: www.zeneric.co.ke