Last updated: 6 October 2026
We want you to be completely satisfied with every purchase from Simu Store.
Return Window
You may return an eligible item within 7 days of receiving it (the delivery date, or the purchase date if you bought or collected it in our shop).
Eligible Returns
- Item in its original, unopened condition with all manufacturer seals intact, OR
- Item has a confirmed manufacturing defect present at the time of purchase
- Item arrived damaged in transit (report within 24 hours of delivery)
- The wrong item was delivered
Non-Eligible Returns
- Opened or activated items (unless a manufacturing defect is confirmed)
- Physical damage caused by the buyer (cracked screens, liquid damage, drops)
- Software issues or incorrect setup by the buyer
- Items with tampered serial numbers or manufacturer stickers
- Items clearly marked “Final sale” on the product page
How to Return
- Contact us first – call 0791 777 477 or email info@simustore.co.ke within the 7-day window.
- Provide proof of purchase – order number, M-Pesa confirmation, or receipt.
- Package securely – include all accessories, cables, manuals, and the original box.
- Return the item – drop off at Kimathi House, 3rd Floor, Shop 303, or arrange courier for upcountry returns.
Refund Timelines
| Payment Method | Refund Method | Timeline |
|---|---|---|
| M-Pesa | M-Pesa reversal | Within 24 hours of approval |
| Visa or Mastercard | Card reversal | 3-7 business days |
| Bank transfer | Bank transfer | 2-3 business days |
Return delivery costs
- Faulty, damaged in transit, or wrong item sent: Simu Store pays the return courier cost and refunds your original delivery fee.
- Unopened item returned for any other reason: you pay the cost of returning it (or drop it at our shop for free). The original delivery fee is not refunded.
For warranty claims after the return window, see our Warranty page.
Contact
Phone and WhatsApp: 0791 777 477
Email: info@simustore.co.ke
Walk-in: Kimathi House, Kimathi Street, 3rd Floor, Shop 303, Nairobi