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Return & Refund Policy

Return & Refund Policy

  1. What are the conditions for returning an item?

7 days free returns policy, subject to Terms and conditions.
Requirement for a valid procedure

  • Proof of purchase – the document handed over to you together with the product, on delivery.
  • Original packaging – the manufacturer packaging or the standard packaging done by Sumo Computers, any sealed item will not be accepted for a return if the seal is broken or the item is used. Any item that is not working will be treated as a warranty case and handled accordingly.
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Valid return reason – please refer to the section below for the details.

 

Please Note:

For missing items and damaged products especially, broken screens please check with our rider or Courier during delivery and return on the spot. Items accepted will not be returnable later in any case whatsoever. 

  1. How do I return an item/ What happens once I have returned an item?

For any return request please contact our Customer Service via feedback@sumoshop.co.ke or by calling 0791595962

  1. What happens once I have returned an item?
  • We will perform a careful quality check.
  • If the claim is valid, we will refund you according to your requested refund method.
  • The process may take up to 7 days from when your return request was submitted.
  • If the claim is invalid the item will be sent back to you.
  • We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items.
  1. How much time do I have to return a product?

All items sold by Sumo Computers, under certain conditions, can be returned within a period of 7 days from delivery date. Example: If I received my product on Monday 6th, I have until next Monday 13th to contact Customer Service.

NOTE: You have 7 days to notify us of your return by calling Customer Service, from the day you received your purchase.

For defective items, note that you have 7 days to return your product. After this period, we do accept returns. You should send back the item to us to take it to service centre for repair or replacement as per manufacturer warranty policy

  1. How do I send my product to DN Solutions Ltd?

You need to send the product back to our office after the return request has been accepted by our staff in writing. The return has to be done within 7 days from the accepting date of return. Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by us.

  1. Is my product under warranty?

The warranty of the product is mentioned on the product page; however, you can check on warranty with our sales team. For any inquiries contact our Customer Service Call Centre on 0791595962. Please note that warranty items will not be exchanged or returned but will be repaired or replaced depending on the product warranty. Please allow a period of 21 days to process all warranties.

  1. If my returned product is not validated for refund, how do I get informed?

If your return is invalid, then we will call you or email you to explain the issue and send the item(s) back to you or you can come and collect the item from our office. If you do not collect the product within seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law.

  1. I received a different item. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. 

  1. Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

  1. Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 7 days return period. 

  1. Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.

  1. Do I have to pay for shipping charges when I return a product?

Yes, you have to pay applicable shipping charges or else you can bring it our office directly.

  1. What if I have a missing item in my package?

We will only be liable if the missing item is reported on the spot. Please ensure to counter-check during pickup/delivery to confirm if all the mentioned items (What’s in the box) have been delivered.

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