Returns & Refunds Policy

1. Return Window

Veesa Solutions offers a 5 calendar day return window as a matter of commercial policy, in the spirit of consumer protection principles under the Consumer Protection Act, 2012 (Cap. 501A). The return window begins on the day you (or a person you have nominated) receives the goods.

2. Return Eligibility

To qualify for a return, your item must be:

• Unused and in the same condition as when you received it.
• In its original packaging with all tags, seals, accessories, and manuals included.
• Accompanied by a proof of purchase (order confirmation email or M-Pesa receipt).

Non-Returnable Items:

• Personal hygiene products (earphones, in-ear headphones).
• Software, digital downloads, and activation codes.
• Items with broken manufacturer seals where the seal is a condition of the warranty.
• Customised or made-to-order products.
• Items that have been installed, activated, or modified after delivery.

3. Dead on Arrival (DOA)

• You must report a DOA item within 48 hours of delivery by contacting us at orders@veesasolutions.co.ke with your order number and a description or photo of the issue.
• DOA items are eligible for a free replacement or full refund at your choice — no restocking fee applies.
• We will arrange collection at no cost to you.
• A replacement will be dispatched within 2 business days of receiving the returned item, subject to stock availability.

4. Manufacturer Warranty

• Many of our electronics products come with a manufacturer's warranty. The warranty period and terms vary by brand and product.
• Warranty details are stated on the product page and included with the product packaging.
• Veesa Solutions provides pass-through warranty support — we will assist you in lodging warranty claims with the manufacturer or their authorised service centre in Kenya.
• Warranty does not cover damage caused by misuse, physical impact, water exposure, unauthorised modifications, or normal wear and tear.

5. Defective Products

If a product develops a fault after the 48-hour DOA window but within the 5-day return period:

• Return shipping: We cover the return shipping cost for confirmed defective items.
• Inspection: Upon receipt, we will inspect the product within 5 business days and notify you of the outcome.
• If the defect is confirmed, you may choose a replacement, exchange, or full refund.
• If no defect is found, the item will be returned to you at your cost with details of the inspection findings.

6. Change of Mind Returns

• Change-of-mind returns are accepted within the 5-day window provided the item meets the eligibility criteria in Section 2.
• Return shipping cost is borne by you (the customer).
• A restocking fee of 10% applies to cover inspection and repackaging costs.
• The refund will be processed after we receive and inspect the returned item.

7. Exchanges

• Exchanges for a different size, colour, or variant of the same product are available subject to stock.
• Exchange requests must be made within 2 calendar days of delivery.
• If the replacement item is of a higher price, you will pay the difference. If lower, the difference will be refunded to your M-Pesa.
• If the requested variant is out of stock, you may opt for a full refund instead.

8. Refund Methods & Timelines

• M-Pesa Payments: Refund is sent to the same phone number used for the original payment.
• Cash on Delivery: Refund is processed via M-Pesa to your verified phone number on your account.
• Refunds are processed within 7–14 business days of the return being approved.
• You will receive an M-Pesa confirmation SMS and an email notification when the refund is sent.

Shipping costs are only refunded if the return is due to our error (wrong item, defective product, or DOA).

9. How to Initiate a Return

1. Contact us at orders@veesasolutions.co.ke or call 0700 548177 with:
   • Your order number
   • The item(s) you wish to return
   • Reason for return (DOA, defect, change of mind, exchange)
   • Photo or video evidence for DOA or defect claims
2. Our team will review your request and issue a Return Authorisation Number (RAN) within 2 business days.
3. We will provide instructions on how to send back the item. For DOA and defective items, we will arrange collection at our expense.
4. Once we receive and inspect the item, we will notify you of the outcome (refund, replacement, or exchange) within 5 business days.

For full terms governing your purchase, see our Terms & Conditions and Payment Terms.