Returns & Refunds Policy

1. Return Window

If a product arrives defective, faulty, damaged or incomplete, you may return it within 7 days of delivery (or of collection, for pickup orders). To request a return, contact us at info@abern.co.ke or +254 700 000 000 with your order number and a description (and photos, where possible) of the fault.

2. Condition of Returned Items

Returned items must be in their original condition, with all original packaging, accessories, and documentation, unless the item is being returned specifically because it arrived damaged or incomplete.

3. Replacement, Repair or Refund

Once we've confirmed the fault, we will replace or repair the item at no additional cost to you. If we cannot replace or repair it, we will give you a full refund of the price you paid for that item. Refunds are paid by M-Pesa, or in cash at our Nairobi office for orders paid in cash.

4. Return Shipping

We cover the cost of returning a defective item and of sending you the replacement or repaired item. Our team will arrange collection, or you can bring the item to our office in Nairobi.

5. Manufacturer Warranty

Beyond the 7-day return window, products remain covered by their applicable manufacturer warranty — see the warranty period listed on each product page. Warranty claims are handled directly with the manufacturer or their authorised local agent, and our team will assist in coordinating this.

6. Non-Returnable Situations

We do not accept returns or give refunds for change of mind, or for items that have been damaged through misuse after delivery. Items that were not defective on arrival cannot be returned once they have been installed or wired into a system or network.

7. Contact

For any return or refund queries, contact us at info@abern.co.ke.