Last updated: 11 November 2025

Thank you for shopping with Reach and Rise ICT Solutions.
We aim to ensure that all our customers are satisfied with their purchases.
If you are not completely happy with your order, this Refund and Returns Policy explains your rights and the steps to follow.

✅ 1. Eligibility for Returns

You may request a return if:

The item is defective, damaged, or not functioning as described.
You received the wrong item.
The item you purchased is not as described on our website.

To be eligible, the item must:

✅ Be in its original condition
✅ Include all original accessories and packaging
✅ Be returned within 48 hours of purchase or delivery

✅ 2. Items Not Eligible for Return

The following items cannot be returned:

Software, licenses, or digital products
Items with physical damage caused after purchase
Items missing accessories, packaging, or warranty stickers
Products damaged due to power issues, mishandling, or liquid damage
Clearance or “non-returnable” items clearly marked at the time of sale

✅ 3. Exchange Policy

If your product is defective or you received the wrong item, we may offer:

✅ An exchange for the same model, or
✅ A similar product of equal value

Exchanges depend on stock availability.

✅ 4. Refund Policy

Refunds may be approved only if:

A product is out of stock and cannot be replaced
A product is dead on arrival (DOA)
A product cannot be repaired or replaced under warranty

Once approved, refunds are issued through:

✅ Mobile money (M-Pesa) — 0702 242424
✅ Bank transfer

Refund processing may take 2–7 business days.

✅ 5. Warranty Claims

Most of our products include a manufacturer or seller warranty.
Warranty covers defects in manufacturing, not:

Physical damage
Water damage
Power surge damage
Wear and tear

Repairs under warranty may require 1–14 working days depending on brand and availability of spare parts.

✅ 6. Return Process (Step-by-Step)

To initiate a return:

Email us at info@reachandriseict.co.ke
Provide your order number, receipt, and details of the issue
Our team will review your request
If approved, return the item to:
G26, Jamia Mall, Nairobi CBD

Our staff will inspect the product before processing a refund or exchange.

✅ 7. Shipping Returns (For Online Orders)

If returning a product via courier:

You are responsible for the return shipping cost, unless the item delivered was wrong or defective.
Make sure the product is securely packed to avoid damage during transport.