Refund policy

At Emerging Computers Ltd, we want you to be completely satisfied with your purchase. If you need to return an item or request a refund, please review our policy guidelines below.

📦 Return Window

• 14-Day Limit: You have 14 days from the delivery date to return an item.
• Eligible Items: Only products purchased directly from Emerging Computers Ltd online store qualify.

🚫 Non-Returnable Items

The following items cannot be returned or refunded once purchased:

• Software: All digital licenses, activation keys, and physical software packs.
• Ink & Toners: All printer ink cartridges and toner packs -once opened or if the factory seal is broken.
• Paper Products: All printing paper, photo paper, and related consumables.

🛠️ Condition of Eligible Items

• Original Packaging: Items must be returned unused and in their original packaging.
• Resellable Condition: All seals, accessories, manuals, and protective plastics must be intact.
• Defective Products: Items that arrive damaged or faulty will be replaced or refunded immediately.

🔄 How to Initiate a Return

• Contact Support:  Email us at info@emergingcomputers.com or call +254 725853000 to initiate a request.
• Provide Proof: Please include your original order number and a photo of the item's current condition.
• Walk-In Returns: You can bring the item directly to our physical shop:
  • Location: Masters Plaza, Kenyatta Avenue, Nakuru, Kenya
• Courier Returns: If you are outside Nakuru, you can arrange return transit via Wells Fargo or Lakeland after receiving confirmation from our support team.

💰 Refunds & Processing

• Inspection: Once received, our technical team will inspect the item within 2 business days.
• Approval: We will notify you via email or phone regarding the approval or rejection of your refund.
• Payment Method: Approved refunds will be processed back to your original payment method e.g., MPesa or Pesalink within 3 to 5 business days.

🚚 Return Shipping Costs

• Faulty Items: Emerging Computers Ltd covers return shipping if the item is defective or incorrect.
• Change of Mind: The customer is responsible for return shipping costs for change-of-mind returns.

📞 Customer Support