Refund and Returns Policy

Returns & Refunds Policy

Return window: You can return an item within 7 days of receiving or collecting it.

Conditions for returns
- The item must be unused, undamaged and in its original packaging, with all accessories included.
- Bring or send your order number and proof of payment (the M-Pesa confirmation message).
- Phone parts (screens, batteries and similar) must not have been installed, opened or tampered with, as we can't resell them once fitted.
- Screen protectors and other items that are applied or opened can't be returned unless faulty.

Faulty or wrong items
If your item arrives damaged, faulty or isn't what you ordered, contact us within 7 days of receiving it, with photos if possible. We'll replace it or refund you at no extra cost, including the delivery fee.

How to return
1. Call or WhatsApp +254 724 012 707, or email info@softpointke.com, with your order number.
2. Bring the item to either of our shops, Monday to Saturday, 8 am to 6 pm:
   - Softpoint, Moi Avenue (CBD): Stall 27, Royalty Building, Moi Avenue, opposite MKU Towers (behind Nation Centre)
   - iSoft Tech, Ngong Road: 2nd floor, Apple Wood Adams Building, Ngong Road
3. We inspect the item and confirm the outcome.

Refunds
Approved refunds are paid by M-Pesa within 3 to 5 working days of us receiving and checking the item. Delivery fees are not refunded for change-of-mind returns.

Exchanges
We're happy to exchange an item for another where stock allows, under the same conditions.

Questions: +254 724 012 707 or info@softpointke.com