Effective Date: 1st January 2026
Last Updated: 12th August 2026

1. Purpose

This Exchange Policy explains when LaptopGarage Technologies may replace or exchange a product following a return, warranty claim, delivery error, customer-requested product change or other approved transaction adjustment. This Policy should be read together with the LaptopGarage Technologies:

• Terms and Conditions;

• Return Policy;

• Warranty Policy;

• Refund Policy; and

• Shipping and Delivery Policy.

Nothing in this Policy excludes, restricts or limits any consumer right, statutory warranty, cancellation right or other remedy that cannot lawfully be excluded or limited under Kenyan law. Where mandatory law provides a customer with a remedy that differs from this Policy, the mandatory legal requirement will apply to the extent of the conflict.

2. Quick Exchange Summary

An exchange may be available where:

• The wrong product was supplied;

• A product has a verified covered defect;

• A product requires replacement under the applicable Warranty Policy;

• A replacement is agreed as the appropriate remedy;

• A customer requests a voluntary exchange to another model and the transaction qualifies under this Policy; or

• An exchange is otherwise required or permitted under applicable law.

An exchange is not automatically available for:

• Change of mind outside an approved voluntary exchange;

• Products materially damaged by the customer;

• Unauthorised modifications where they caused or materially contributed to the reported fault;

• Missing or substituted components;

• Fraudulent claims; or

• Products that are otherwise ineligible under the applicable policy.

3. Types of Exchanges

• 3.1 Corrective Exchange: A corrective exchange occurs where a product needs to be replaced because of an incorrect product supplied, a verified covered defect, verified delivery damage, or another circumstance for which replacement is an appropriate remedy.

• 3.2 Warranty Replacement: A warranty replacement occurs where a covered defect is verified and replacement is determined to be an appropriate warranty remedy. Warranty replacements are governed primarily by the Warranty Policy.

• 3.3 Voluntary Product Exchange: A voluntary exchange occurs where a customer wishes to change from a correctly supplied product to a different model, brand, specification, or configuration for preference or purchasing reasons rather than because of a defect or error by LaptopGarage Technologies.

4. Initial Exchange Windows

• 4.1 Brand-New Products: For brand-new products, customers should notify LaptopGarage Technologies within 72 hours from delivery or collection where they seek an exchange because of an incorrect product, apparent delivery damage, an apparent out-of-box functional defect, or another issue reasonably discoverable upon initial inspection. The 72-hour period is an operational reporting period and does not extinguish any warranty, statutory right or other remedy that cannot lawfully be excluded.

• 4.2 Certified Refurbished and Ex-UK Products: For Certified Refurbished and Ex-UK laptops, customers should notify LaptopGarage Technologies within 5 calendar days from delivery or collection where they seek an exchange because of an apparent out-of-box functional defect or incorrect product, unless the individual product listing, invoice or warranty record expressly provides a longer period.

• 4.3 Later-Discovered Defects: A defect discovered after the initial exchange-reporting period may still qualify for repair or replacement under the applicable Warranty Policy where the fault is verified and the warranty remains valid.

5. Eligibility for Corrective Exchange

A product may qualify for corrective exchange where inspection establishes that the wrong product was delivered, the product materially differs from the agreed specification, the product was damaged during delivery, a covered hardware defect is verified, or replacement is an appropriate warranty remedy. The existence of a fault does not automatically require replacement where repair is a reasonable and lawful remedy.

6. Eligibility for Voluntary Exchange

A voluntary exchange is a commercial option offered by LaptopGarage Technologies and is not intended to create a general cash-refund or change-of-mind right. Voluntary exchanges are subject to the exchange period expressly stated by LaptopGarage Technologies for the relevant product at the time of purchase. Where no voluntary exchange period is expressly stated, LaptopGarage Technologies does not guarantee a voluntary change-of-preference exchange.

A voluntary exchange may be considered where the product was correctly supplied, is returned within the expressly stated voluntary-exchange period, is in acceptable condition with required accessories, has not been materially altered or damaged, and the requested replacement is available.

7. Condition Requirements for Voluntary Exchanges

For a voluntary exchange, the returned product should ordinarily be in substantially the same condition in which it was supplied, complete with applicable accessories, free from customer-caused physical damage, free from unauthorized modifications or substituted components, accompanied by available proof of purchase, and identifiable through its original serial number, service tag or IMEI.

8. Packaging and Accessories

Customers should return all items supplied with the product where applicable, including original packaging, chargers, power adapters, cables, manuals, accessories, and free gifts. The absence of packaging alone will not automatically defeat a mandatory warranty or statutory remedy where applicable. For a voluntary exchange, however, missing packaging or accessories may affect eligibility or the commercial adjustment offered, to the extent permitted by law.

9. Serial Numbers, IMEI and Configuration

LaptopGarage Technologies may verify the serial number, service tag, IMEI, model, processor, memory, storage, and other identifying information. An exchange request may be placed on hold pending verification where inspection establishes a serial-number, service-tag or IMEI discrepancy. Where the discrepancy is determined to result from product substitution, tampering, fraud or another unauthorized alteration, the exchange may be rejected subject to applicable law.

10. Inspection Before Exchange

All products presented for exchange may undergo technical and physical inspection to establish product identity, condition, fault, and exchange eligibility. An exchange request is not approved merely because the product has been received.

11. Customer-Caused Damage and Alterations

An exchange or warranty replacement may be denied or limited where inspection establishes that the particular fault or issue being claimed was caused or materially contributed to by accidental damage, liquid exposure, power surges, misuse, abuse, unauthorized repair, or component substitution.

For a corrective or warranty exchange, a physical alteration or modification affects eligibility only to the extent that it caused or materially contributed to the particular fault or issue being claimed, subject to applicable law.

12. Wrong Product Delivered

Where LaptopGarage Technologies supplies a product materially different from the product ordered, the reasonable return shipping cost will be borne by us. We will ordinarily seek to provide the correct product, an equivalent product, a comparable alternative, or a refund where applicable.

13. Exchange for a Verified Defective Product

Where a product is confirmed to have a covered defect, LaptopGarage Technologies may determine that repair or replacement is the appropriate remedy. Where replacement is selected, we may provide the same model, an equivalent model, or a comparable product agreed with the customer.

14. Voluntary Exchange for a Different Product

Where a customer voluntarily wishes to exchange a correctly supplied product for a different model, brand, or specification, the request is treated as a voluntary exchange rather than a warranty claim, subject to product eligibility, condition, stock availability, and applicable exchange terms.

15. Price Differences

Where a customer selects a replacement product with a higher selling price, the customer must ordinarily pay the applicable price difference before the exchange is completed. Where a customer selects a lower-value replacement, LaptopGarage Technologies may provide store credit, an applicable price adjustment, or another agreed commercial resolution.

16. Promotional Pricing and Discounts

The exchange calculation will generally be based on the amount actually paid for the original product, not the current undiscounted retail price.

17. Bundle and Promotional Items

Where a product was sold as part of a bundle, we may require promotional items or free gifts supplied with the original transaction to accompany the product when it is exchanged.

18. Installment, Credit and Financing Purchases

Purchases made through installment, credit or third-party financing arrangements may be exchanged subject to the applicable financing agreement and this Policy. An installment purchase is not automatically excluded from exchange. Where a higher-value product is selected, the applicable price difference must be settled in the manner communicated by LaptopGarage Technologies and, where applicable, in accordance with the requirements of the financing or payment provider.

19. Shipping Costs for Exchanges

• 19.1 LaptopGarage Error or Covered Defect: Where an exchange is approved because of an incorrect product, verified covered defect, or verified delivery damage attributable to our courier, LaptopGarage Technologies will bear the reasonable applicable return shipping cost.

• 19.2 Voluntary Customer Exchange: Where an exchange is requested because the customer wants a different product (no defect or error by LaptopGarage), the customer is responsible for applicable return shipping costs.

• 19.3 Customer-Arranged Shipping: Where a customer independently arranges return shipping without approval, responsibility for loss or damage during transit remains with the customer until the product is received and acknowledged by LaptopGarage Technologies.

20. Return of the Original Product

The original product must be returned before the exchange is finalized. The exchange will not ordinarily be finalized until the original product has been received, identity verified, inspection completed, and any required price difference settled.

21. Data and Device Security

Customers should, where reasonably possible, back up important data and remove personal accounts, passwords, activation locks, and Find My Device / Find My iPhone restrictions before submitting a product for exchange. LaptopGarage Technologies is not responsible for data loss during inspection or reset. Where a device remains locked and cannot reasonably be inspected, LaptopGarage Technologies may delay the exchange process until the necessary access is provided.

22. Software and Digital Products

Software licenses, digital products, and digital services are generally not eligible for physical product exchange. A hardware exchange does not automatically create a right to transfer third-party software licenses where the license terms prohibit such transfer.

23. Custom, Special-Order and Configured Products

Custom-configured or specially ordered products procured specifically for the customer may be excluded from voluntary exchanges. This exclusion does not remove a remedy for a verified defect or material non-conformity.

24. Product Availability

An exchange is subject to product availability. If the same model is unavailable, we may offer an equivalent product, a comparable product, or another remedy available under the applicable Warranty or Refund Policy.

25. Exchange Processing Time

Once the original product has been received and inspected, LaptopGarage Technologies will ordinarily process an approved exchange within 1–5 business days, subject to product availability, diagnostic complexity, and settlement of any applicable price difference.

26. Exchange Approval

Submitting an exchange request does not constitute approval. We must verify the transaction, inspect the product, establish if the issue is covered, and confirm stock availability. Where an exchange is declined, we will communicate the principal reason.

27. Relationship Between Exchange, Warranty and Refund

• Warranty Policy determines whether a defect is covered.

• Return Policy determines how and when a product is physically returned.

• Exchange Policy determines how an eligible replacement or voluntary product exchange is handled.

• Refund Policy determines when money may be returned after a refund becomes available or is approved.

28. No Fixed Number of Repairs or Replacements

LaptopGarage Technologies does not require a predetermined number of repairs or replacements as an absolute condition before another lawful remedy can be considered under Kenyan law.

29. Fraud and Exchange Abuse

Where fraud or abuse is established (e.g., component swapping, deliberate damage, false claims), LaptopGarage Technologies may reject the exchange, seek recovery of amounts lawfully due, engage lawful recovery services, and report suspected unlawful conduct to competent authorities where appropriate.

30. Uncollected Exchange Products

Where an original or replacement product remains with LaptopGarage Technologies for sixty (60) days after the customer has been notified that it is ready for collection, LaptopGarage Technologies may commence the applicable statutory notice process under the Disposal of Uncollected Goods Act, Cap. 38, Laws of Kenya.

The applicable statutory notice, sale, and disposal requirements will be followed before any sale or disposal is undertaken. LaptopGarage Technologies may recover lawful and reasonable storage, diagnostic, handling, repair, notification, and other costs permitted by applicable law from the proceeds or otherwise as permitted by law.

31. Statutory Consumer Rights

Nothing in this Policy is intended to exclude or restrict any mandatory consumer right relating to the quality and conformity of goods under the Sale of Goods Act and the Consumer Protection Act.

32. Governing Law

This Exchange Policy is governed by the laws of the Republic of Kenya to the extent applicable. For transactions involving customers outside Kenya, mandatory consumer, tax or other legal requirements of the relevant jurisdiction will apply to the extent they cannot lawfully be excluded.

33. Contact Information

• LaptopGarage Technologies

• Exchange Email: exchange@laptopgaragetechnologies.com

• Support Email: support@laptopgaragetechnologies.com

• Refund Email: refund@laptopgaragetechnologies.com

• Telephone / WhatsApp: +254 715 034 322 or 0748439596

• Physical Store: Iconic Business Plaza, Moi Avenue, 2nd Floor, Shop S7, Nairobi, Kenya

Important Customer Notice

• Initial Exchange Reporting Windows: For brand-new products, notify us within 72 hours of delivery or collection for apparent delivery damage, incorrect products or out-of-box functional defects. For Certified Refurbished and Ex-UK laptops, notify us within 5 calendar days of delivery or collection for apparent out-of-box functional defects.

• Corrective Exchanges: Where a wrong product, verified covered defect or applicable delivery issue qualifies for replacement, we may provide the same, equivalent or comparable product, subject to availability.

• Voluntary Exchanges: Voluntary exchanges are subject to the exchange period expressly stated by LaptopGarage Technologies at the time of purchase. Where no period is stated, a voluntary change-of-preference exchange is not guaranteed. Applicable price differences and return shipping costs are the customer’s responsibility where the exchange is not attributable to an error or covered defect by LaptopGarage.

• Refunds: An exchange does not automatically result in a cash refund. Where a refund becomes available, it is governed by the Refund Policy and applicable Kenyan law.