Refund & Returns Policy - Galaxy Brand Store | Premium Samsung Retailer

Customer Protection

Refund & Returns Policy

At Galaxy Brand Store, we stand behind the quality of our Samsung products. This policy outlines our commitment to customer satisfaction and the procedures for returns and refunds.

7-Day Return Window | Genuine Products Guaranteed | Manufacturer Warranty

Refund & Returns Policy

1. Return Policy Overview

Galaxy Brand Store offers a customer-friendly return policy for products purchased from our authorized Samsung store. We want you to be completely satisfied with your purchase.

Key Return Policy Highlights

7-Day Return Window: Unused products in original condition may be returned within 7 days of purchase
Original Packaging: All items must be returned in their original packaging with all accessories
Proof of Purchase: Valid receipt or invoice is required for all returns
Restocking Fee: A 10% restocking fee may apply for opened items (where applicable)
Defective Products: Covered under Samsung's manufacturer warranty

Our return policy is designed to comply with Kenyan consumer protection laws while ensuring genuine Samsung products maintain their value and warranty coverage.

2. Refund Process & Timelines

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Return Request & Inspection

Submit return request within 7 days. Our team inspects the returned item to ensure it meets return criteria.

Refund Approval

Once approved, refund is processed to original payment method. Store credit option available.

Refund Processing

Refunds typically appear in your account within 7-14 business days, depending on your payment method.

Refund Processing Times

Payment Method	Processing Time	Status
Credit/Debit Card	7-14 business days	Standard
M-Pesa	3-5 business days	Fast
Cash	Immediate (in-store)	Instant
Bank Transfer	5-10 business days	Standard

3. Manufacturer Warranty Claims

As an authorized Samsung retailer, all products come with full manufacturer warranty. Defective products are handled through Samsung's warranty process.

Standard Samsung Warranty Periods

Smartphones & Tablets: 12 months from purchase date
Wearables (Watches, Buds): 12 months from purchase date
Samsung Accessories: 6 months from purchase date
Televisions & Monitors: 12-24 months (varies by model)
Home Appliances: 12-24 months (varies by product)

Warranty Exclusions

Manufacturer warranty does not cover: accidental damage, liquid exposure, unauthorized repairs, cosmetic damage, theft/loss, or damage from improper use. Warranty is void if serial number is tampered with or removed.

4. Eligibility Criteria

To be eligible for a return, your item must meet the following criteria:

Condition	Eligibility	Notes
Within 7 days of purchase	Eligible	From original purchase date
Original packaging & accessories	Eligible	All items must be included
Unused condition	Eligible	No signs of use or installation
Defective upon purchase	Eligible	Covered under manufacturer warranty
Opened software/accessories	Not Eligible	Hygiene and copyright reasons
Personalized/custom items	Not Eligible	Made to customer specifications

5. Step-by-Step Return Process

Follow these steps to initiate a return or exchange:

Contact Our Store

Call 0712 939 925 or visit our store at Superior Center, Kimathi Street with your receipt and product.

Product Inspection

Our staff will inspect the product to ensure it meets return criteria and is in original condition.

Return Authorization

If approved, you'll receive a Return Authorization Number and instructions.

Refund/Exchange Processing

Choose between refund to original payment method, store credit, or exchange for another product.

Required Documentation

Original sales receipt or invoice
Valid government-issued ID
Completed return form (provided in-store)
All original packaging and accessories
Credit card used for purchase (if applicable)

6. Non-Returnable Items

Certain items cannot be returned for health, safety, or copyright reasons:

Items Not Eligible for Return

Opened software, games, or apps (copyright protection)
Personalized or engraved items (custom made)
Gift cards and vouchers (financial instruments)
Consumables (screen protectors, cases if opened)
Downloadable digital content (once accessed)
Products with removed security seals
Items purchased during clearance sales (marked "Final Sale")

If you receive a defective non-returnable item, please contact us immediately for warranty support.

7. Frequently Asked Questions

Common questions about our refund and returns policy:

Can I return a product after 7 days?

Returns after 7 days are generally not accepted unless the product is defective and covered under Samsung's manufacturer warranty. In such cases, please contact us for warranty support.

Do I need the original packaging for returns?

Yes, all products must be returned in their original packaging with all accessories, manuals, and protective materials. Products returned without original packaging may be subject to additional fees or denial of return.

How long does a refund take to process?

Refund processing times vary by payment method: M-Pesa (3-5 days), Credit/Debit Cards (7-14 days), Cash (immediate in-store). You will receive confirmation once your refund is processed.

What if I received a damaged or defective product?

Contact us immediately at 0712 939 925 or visit our store. Defective products are covered under Samsung's manufacturer warranty and will be repaired or replaced according to warranty terms.

Can I exchange a product instead of getting a refund?

Yes, exchanges are welcome within the 7-day return period. You may exchange for another product of equal or greater value. Price differences will be adjusted accordingly.

8. Contact & Support

For questions about returns, refunds, or warranty claims, our customer support team is here to help.

Customer Support Channels

Store Visit: Superior Center, Kimathi Street, Nairobi
Phone Support: 0712 939 925 (Mon-Sat: 8AM-7PM, Sun: 10AM-4PM)
Email: support@galaxybrandstore.com
Warranty Support: warranty@galaxybrandstore.com
In-Person Support: Available during business hours

Need Help with a Return?

Our customer support team is ready to assist you with returns, refunds, or warranty claims. Visit our store or contact us for personalized assistance.

Call Now: 0712 939 925 Email Support

Refund & Returns Policy