Returns & Refund Policy

At Simu Store Kenya, we stand behind every product we sell – from Apple devices to DJI drones, Hollyland microphones, GoPro and Insta360 cameras. This Returns & Refund Policy explains your rights and our process if you need to return an item.

1. Change of mind returns

If you simply change your mind about a product, you may return it within 7 days of purchase or delivery, provided the item is:

• Unused, unopened, and in its original packaging.
• All seals, accessories, manuals, and cables intact.
• Accompanied by the original receipt or proof of purchase.

A 15% restocking fee applies to change-of-mind returns. Shipping costs are non-refundable. You are responsible for return shipping unless the item was defective or incorrectly sent.

2. Defective or faulty products

We take product quality seriously. If you receive a defective or faulty item, we will repair, replace, or refund it at no cost to you, subject to the manufacturer's warranty terms.

3. How to return an item

Follow these steps to initiate a return or warranty claim:

• Step 1: Contact us within the eligible period via phone (+254 791 777 477) or email (simu.store.ke@gmail.com) with your order number, product name, and reason for return.
• Step 2: Our team will provide a Return Authorization (RA) number and instructions for shipping or in-store drop-off.
• Step 3: Pack the item securely in its original box with all accessories. Write the RA number on the package.
• Step 4: Ship the item to us or bring it to our store at Kimathi House, 3rd Floor, Shop 303, Nairobi.

Returns without an RA number may not be accepted.

4. Refund process

Once we receive and inspect your returned item, we will notify you of approval or rejection. Approved refunds will be processed within 3–7 business days via the original payment method:

• M-PESA: Refund to the same number used for payment.
• Bank transfer / card: Refund to the original account (may take additional 3–5 days depending on your bank).
• Cash on delivery (COD): Refund via M-PESA or bank transfer.

5. Exchange policy

If you prefer an exchange instead of a refund, we can replace your product with the same or similar model (subject to stock availability). Exchanges are processed within 5–7 business days after we receive the returned item. Any price difference will be charged or refunded accordingly.

6. In-store returns

You are always welcome to return or exchange items at our physical store. Please bring the original receipt, the product in original packaging, and any accessories. Our staff will inspect the item and process your return on the spot for eligible products.

Store address: Kimathi House, 3rd Floor Shop 303, Nairobi CBD (Monday–Saturday, 9am–6pm).

7. Shipping costs for returns

If the return is due to our error (wrong item sent, defective product), we will cover the return shipping costs. For change-of-mind returns, you are responsible for return shipping. We recommend using a trackable courier (G4S, Fargo, Wells Fargo) as we cannot accept liability for lost return packages.

8. Manufacturer warranty vs. our policy

Many products (especially Apple, DJI, GoPro, Insta360) come with a manufacturer warranty. For issues arising after 14 days but within the warranty period, we will facilitate warranty claims with the manufacturer. This may involve sending the product to an authorized service center. Please note that manufacturer warranty decisions are final.

For Apple products, we can also assist with AppleCare+ claims if you purchased the extended coverage.