Refund and Returns Policy

· Last updated: 14 August 2025

Overview

We want you to shop with confidence. If you are not fully satisfied with your purchase, Fiat Lux Ltd accepts returns and exchanges subject to the terms below. This policy applies to purchases made directly from Fiat Lux Ltd online or at our physical store(s) in Kenya.

Keep your receipt or order confirmation email — you will need it to process a return, exchange or warranty claim.

Return window

Change‑of‑mind/Not needed: within 7 days of delivery or purchase.
Defective/DOA (dead‑on‑arrival): notify us within 48 hours of delivery.
Wrong item received or transit damage: notify us within 48 hours of delivery.

Proof of purchase and photographic/video evidence may be required for items reported as defective, damaged or incorrect.

Eligibility checklist

Item is in its original condition, unused and uninstalled.
All original packaging, branding, labels and accessories are included (e.g., bags, ties, adapters, manuals).
Serial numbers and barcodes (where applicable) are intact and unaltered.
Return request was made within the applicable return window.

Non‑returnable items

To protect product integrity and safety, the following cannot be returned unless defective on arrival:

Cut‑to‑length cable, custom assemblies and special orders.
Opened consumables (e.g., cleaning wipes, thermal paste).
Items damaged through misuse, improper installation, modification or neglect.
Software, digital downloads and gift cards.
Clearance/marked‑down items labelled “Final Sale”.

Condition requirements

Items should be returned in a resaleable condition. Returns that are missing parts or packaging may incur a restocking fee of up to 15% or be rejected.
For factory‑sealed products, the seal must be intact for change‑of‑mind returns.

How to start a return

Prepare your details: order number, item(s), reason for return, clear photos/videos (if defective/damaged).
Contact us: Email support@fiatlux.co.ke or call +254 (0) 721 879 520.
Get an RMA: We will issue a Return Merchandise Authorisation (RMA) with instructions.
Pack securely: Use original packaging where possible. Include a copy of your receipt and the RMA number on the parcel.
Dispatch: Send to the address provided with your RMA or drop off at our store.

Returns sent without an RMA or cash‑on‑delivery may be refused.

Refunds

Method: Refunds are issued to the original payment method. For M‑Pesa, refunds are processed via M‑Pesa reversal where available.
Timing: After we receive and inspect your item, please allow 2–5 business days for approval and processing. Your bank or mobile operator may take additional time to post the credit.
Deductions: Shipping and delivery fees are non‑refundable unless we made an error. Any approved restocking fee will be deducted from the refund.
Store credit: Upon request, we can issue store credit instead of a refund.

Exchanges

Need a different length, type or connector? We can exchange items of equal value (subject to stock). If the replacement costs more, you can pay the difference; if less, we’ll refund the balance or issue store credit.

Defective, damaged or wrong item

Report within 48 hours of delivery with photos/videos showing the issue and the packaging.
We will arrange a pickup or reimburse reasonable return shipping for verified cases.
Once confirmed, we’ll offer a replacement, exchange, or full refund including original shipping.

Warranty claims

Many products are covered by a manufacturer’s warranty. If your item develops a fault after the initial 7‑day period, please contact us with your order details and evidence of the fault. We will assist with diagnosis and, where applicable, repair or replacement under the manufacturer’s terms.

Warranty does not cover normal wear and tear, accidental damage, misuse, power surge, liquid entry, or unauthorised modification.

Shipping & costs

Change‑of‑mind returns: Customer is responsible for return shipping and any risk of loss in transit.
Our error/defect: We cover reasonable return shipping or arrange collection.
Use a tracked service and retain your receipt until your return is processed.

Order cancellations

Orders may be cancelled before dispatch for a full refund.
Once dispatched, please follow the standard returns process.
Custom/ cut‑to‑length orders may not be cancellable once processing has begun.

Processing timelines

RMA issued: same or next business day.
Inspection after arrival: 1–3 business days.
Refund/exchange processing: 2–5 business days.

Business days exclude Saturdays, Sundays and Kenyan public holidays.

International orders

For orders shipped outside Kenya, customers are responsible for any customs duties, taxes and return shipping fees. Processing times may be longer due to international transit.

Contact us

If you have questions about this policy or need help with a return, please reach out: Fiat Lux
Nairobi, Kenya
Phone: +254 (0) 721 879 520
Email: support@fiatlux.co.ke

Frequently asked questions

Can I return cut‑to‑length cable?

Custom lengths and made‑to‑order assemblies are not returnable unless defective on arrival.

How do refunds work for M‑Pesa payments?

We process refunds back to the original M‑Pesa number where possible. If not feasible, we will contact you with alternatives.

Do you charge a restocking fee?

Only if items are returned incomplete or not in resaleable condition. The fee (up to 15%) covers repackaging and testing.

What evidence should I provide for a defective item?

Photos or short videos showing the fault, along with the product label/serial and packaging, help us process your case quickly.

This policy does not limit any rights you may have under applicable Kenyan consumer protection laws.