Refund & Returns Policy

Galaxy Brandstore: Refund & Returns Policy

Last Updated: July 4, 2025
Contact: +254712939925 | smartprices.kenya@gmail.com | Kimathi Street, Nairobi

1. Returns Window

• Defective Products: 7 days from delivery/pickup.

• Change of Mind: 3 days (unopened, sealed products only).

• Exclusions: Software, earphones, hygiene-sensitive items (no returns).

2. Return Conditions

✅ Accepted If:

• Product is unused, in original packaging with tags.

• Samsung warranty card & receipt included.

• Physical damage or defect (verified by our technicians).

❌ Not Accepted For:

• Damage from misuse, water, or unauthorized repairs.

• Missing accessories/manuals.

• Products bought during clearance sales (marked “Final Sale”).

3. Refund Process

• Step 1: Email us at smartprices.kenya@gmail.com with:
  » Order number
  » Photos/video of defect
  » Proof of purchase

• Step 2: We’ll reply within 24hrs with:
  » Return authorization + Nairobi drop-off address (Superior Center, Kimathi Street).
  » Pickup available for large items (fridges/TVs) within Nairobi CBD.

• Step 3: Refund issued within 3 business days after inspection:
  » Original Payment: M-Pesa (3-5 days) or card reversal.
  » Store Credit: Instant (for faster exchanges).

4. Samsung Warranty Claims

• Defects after 7 days? We facilitate manufacturer warranty:
  » 1-year warranty on phones/tablets.
  » 2-5 years on appliances (TVs/fridges).

• Contact us for direct support at +254712939925.

5. Nairobi-Specific Logistics

• In-Store Returns:
  Visit us at:

  Superior Center, Kimathi Street, Nairobi
  Open Mon-Sat: 9AM-6PM | Sun: 11AM-4PM

• Pickup Service:
  Free within 10km radius (CBD, Westlands, Kilimani).

6. Late/Missing Refunds?

1. Check your M-Pesa transaction history.

2. Email us with order details.

3. We’ll trace payment within 48hrs.

7. Policy Updates

We reserve the right to amend this policy. Check this page for updates.