LaptopGarage Technologies — Refund Policy

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

1. Purpose

This Refund Policy explains when LaptopGarage Technologies may issue a refund following a return, exchange, warranty claim, cancellation or other approved transaction adjustment.

This Policy should be read together with the LaptopGarage Technologies:

Terms and Conditions;
Return Policy;
Exchange Policy;
Warranty Policy; and
Shipping and Delivery Policy.

Nothing in this Policy excludes, restricts or limits any consumer right, statutory warranty, cancellation right or remedy that cannot lawfully be excluded or limited under the laws of Kenya.

Where mandatory law provides a customer with a refund or other remedy that differs from this Policy, the mandatory legal requirement will apply to the extent of the conflict.

2. Quick Refund Summary

Refunds may be available where:

LaptopGarage Technologies supplied the wrong product and an appropriate replacement cannot reasonably be provided;
a verified covered defect cannot reasonably be remedied through repair or replacement;
a product is materially different from the product contracted for;
a transaction is validly cancelled under an applicable statutory or contractual cancellation right;
a refund is otherwise expressly approved under this Policy or another applicable LaptopGarage policy; or
a refund or other remedy is required by applicable Kenyan law.

Refunds are generally not available for:

change of mind;
preference for a different model after a correctly supplied product has been accepted;
dissatisfaction unrelated to a defect, incorrect product or contractual non-conformity;
normal cosmetic wear consistent with the disclosed condition of a refurbished, Ex-UK or pre-owned product;
normal battery degradation;
software, malware or user-configuration problems that are not covered by the applicable Warranty Policy; or
customer-caused physical, liquid, electrical or other excluded damage.

These exclusions remain subject to any mandatory consumer rights applicable to the transaction.

3. No General Change-of-Mind Refund

LaptopGarage Technologies does not ordinarily provide a voluntary cash refund solely because a customer has changed their mind about a correctly supplied product that:

matches the order or agreed specification;
is in the condition represented;
is functioning normally; and
is not affected by a verified covered defect.

A customer who wishes to change to another model may request an exchange in accordance with the Exchange Policy.

Where a higher-value product is selected voluntarily, the applicable price difference will ordinarily be payable by the customer.

Nothing in this section removes a cancellation, rejection, refund or other remedy that applicable Kenyan law expressly provides for the particular transaction.

4. Refunds for Defective Products

Where a customer reports a suspected defect, LaptopGarage Technologies may require the product to undergo inspection in accordance with the Warranty and Return Policies.

Where a defect is verified, LaptopGarage Technologies may, depending on the circumstances, applicable warranty and applicable law:

repair the product;
replace the product with the same or an equivalent product;
offer another appropriate exchange; or
process a refund where a refund is legally required, approved under this Policy, or is the appropriate available remedy.

A verified defect does not automatically result in an immediate cash refund.

Where repair or replacement is reasonably available and constitutes an appropriate lawful remedy, LaptopGarage Technologies may prioritize that remedy.

Where a verified defect cannot reasonably be remedied through repair or replacement within a reasonable period, the available remedy will be determined in accordance with applicable law and the circumstances of the transaction.

5. Wrong Product Delivered

Where LaptopGarage Technologies delivers a product that is materially different from the product ordered, the customer should notify us in accordance with the Return Policy.

LaptopGarage Technologies will ordinarily seek to provide the correct product where reasonably available.

Where the correct product cannot reasonably be supplied, the customer may be offered:

an equivalent replacement;
an alternative product agreed with the customer; or
a refund, where applicable.

Where the wrong product was supplied due to an error attributable to LaptopGarage Technologies, we will bear the reasonable return shipping cost and will not deduct that cost from an approved refund.

6. Damage During Delivery

Customers should inspect delivered goods as soon as reasonably practicable.

For visible transit damage or an apparent out-of-box defect, customers should notify LaptopGarage Technologies within 72 hours of delivery and provide reasonable supporting evidence, including photographs or video where available.

The 72-hour notification period is intended to facilitate prompt investigation of delivery and apparent out-of-box issues. It does not extinguish, reduce or waive any applicable warranty, statutory consumer right or other remedy that cannot lawfully be excluded.

7. Refurbished and Ex-UK Products

Because refurbished, Ex-UK and pre-owned products have a prior usage history, reasonable signs of previous use may be present, including:

minor scratches;
casing marks;
keyboard wear;
reduced battery capacity;
minor dents; and
other cosmetic characteristics disclosed or reasonably consistent with the stated product condition.

Such characteristics do not, by themselves, create a right to a refund where they were disclosed or are consistent with the advertised condition.

For refurbished and Ex-UK laptops, customers have 5 calendar days from delivery or collection to report an apparent out-of-box functional defect through the Return process, unless the individual product listing, invoice or warranty record expressly provides a longer period.

This 5-day reporting period does not replace or shorten the applicable warranty period for defects that reasonably become apparent later.

Any refund for a refurbished or Ex-UK product is subject to appropriate inspection and verification unless applicable law requires otherwise.

8. Brand-New Products

Brand-new products should be returned in accordance with the applicable Return Policy where a return is approved.

Opening or reasonably using a brand-new product for inspection or testing does not automatically remove a statutory or warranty remedy where such inspection or use was reasonably necessary to identify a defect.

Where a product is returned solely because the customer changed their mind, no voluntary cash refund will ordinarily be provided unless a separate cancellation, return or other legal right applies.

9. Product Condition and Refund Eligibility

Where a refund is being considered following an approved return, LaptopGarage Technologies may inspect the product to determine:

whether it is the exact product originally supplied, including verification of serial number, service tag or IMEI where applicable;
whether components have been substituted;
whether unauthorized modification or repair has occurred;
whether damage occurred after delivery;
whether the reported fault can reasonably be reproduced;
whether the product corresponds with the transaction records; and
whether any applicable adjustment is permitted by the transaction terms and applicable law.

Reasonable inspection, testing and use necessary to identify a defect will not, by itself, disqualify a customer from a lawful remedy.

10. Non-Refundable Change-of-Mind and Preference Issues

Unless applicable law provides otherwise, the following do not ordinarily qualify for a voluntary cash refund:

choosing another model after purchase;
deciding that the product is no longer needed;
finding another product elsewhere at a lower price;
dissatisfaction with a disclosed cosmetic characteristic;
dissatisfaction with normal battery performance consistent with the disclosed condition of a used or refurbished product; or
compatibility with third-party software where the product itself conforms to the agreed specification.

Where available, an exchange may be considered under the Exchange Policy.

11. Refunds Following Exchange or Replacement

A customer is not ordinarily entitled to both a replacement or exchange and a full refund for the same transaction.

Where an exchange or replacement has already been completed, the completed remedy will be taken into account when determining any subsequent refund relating to the same transaction.

This does not prevent a customer from exercising any additional remedy that applicable law requires.

12. Refunds Where Replacement Is Unavailable

Where a verified covered defect exists and an appropriate replacement or repair is not reasonably available, LaptopGarage Technologies may process a refund where:

a refund is required by applicable law;
a refund is approved under this Policy; or
LaptopGarage Technologies and the customer agree that a refund is the appropriate resolution.

Where a comparable product is available, LaptopGarage Technologies may offer that product as an alternative remedy.

If the customer voluntarily selects a higher-value alternative product, the applicable price difference will ordinarily be payable by the customer.

13. Refund Calculation

Unless otherwise required by law, an approved refund will ordinarily correspond to the amount actually paid by the customer for the affected product.

LaptopGarage Technologies will only make deductions where the deduction:

is required or permitted by applicable law;
was expressly agreed as part of the transaction;
represents a reasonable and lawful adjustment arising from customer-caused loss or damage; or
is otherwise lawfully recoverable under the applicable agreement.

LaptopGarage Technologies will not impose an arbitrary deduction merely because a product has been returned.

14. Shipping and Delivery Costs

14.1 LaptopGarage Error or Covered Defect

Where a return and subsequent refund result from:

an incorrect product supplied by LaptopGarage Technologies;
a verified covered defect;
a materially incorrect product description attributable to LaptopGarage Technologies; or
another error for which LaptopGarage Technologies is responsible,

LaptopGarage Technologies will bear the reasonable applicable return shipping cost.

Any customer-paid delivery or return charge that applicable law requires to be refunded in the circumstances will be handled accordingly.

14.2 Customer-Requested Return or Exchange

Where an approved return or exchange is initiated for a reason not attributable to LaptopGarage Technologies, the customer is responsible for the applicable return shipping costs.

14.3 Free Delivery

Where delivery was advertised or provided as free to the customer, LaptopGarage Technologies will not invent or deduct a separate delivery charge from a refund merely because the company incurred an internal courier cost.

Any deduction relating to delivery must have a lawful and disclosed basis.

15. Return Shipping

Customers should use the return method specified or approved by LaptopGarage Technologies where the company is responsible for return transportation.

Where the customer independently arranges return shipping without approval, responsibility for loss or damage occurring during that transit ordinarily remains with the customer until the product is received and acknowledged by LaptopGarage Technologies, subject to applicable law.

Customers are encouraged to retain proof of dispatch and tracking information for all independently arranged returns.

16. Bank, Payment-Provider and Transaction Charges

Where a refund is required because of an error attributable to LaptopGarage Technologies or a verified covered defect, LaptopGarage Technologies will not reduce the customer’s lawful refund solely because the original payment method incurred an ordinary transaction fee.

Where a customer independently requests an approved return or exchange that is not attributable to LaptopGarage Technologies, any separately chargeable payment-provider or banking cost may be handled in accordance with the transaction terms and applicable law.

Any such charge must be reasonable, applicable to the transaction and lawfully recoverable.

17. No Restocking Fee

LaptopGarage Technologies does not ordinarily charge a restocking fee on approved non-defective exchanges.

LaptopGarage Technologies will not impose a restocking fee merely because a customer exercises a mandatory statutory right.

18. Product Damage, Missing Items and Refund Adjustments

Where inspection establishes that the customer caused damage, removed components, substituted parts, retained accessories or otherwise materially changed the product after delivery, LaptopGarage Technologies may take the resulting loss into account when determining the appropriate commercial remedy, to the extent permitted by applicable law.

LaptopGarage Technologies will not automatically impose a deduction merely because packaging has been opened or ordinary inspection has taken place.

Any refund adjustment must have a lawful and reasonable basis.

19. Installment, Credit and Financing Purchases

Purchases made through installment, credit or third-party financing arrangements are not automatically excluded from refunds or other lawful remedies.

Where a refund is legally required or approved for a financed purchase, the refund will be coordinated with the applicable financing or payment provider where necessary.

The financing structure may affect:

how the refund is processed;
whether amounts already remitted to a finance provider must be reversed;
how outstanding installments are treated; and
the timing and method of the refund.

Customers remain subject to the terms of the applicable financing agreement to the extent those terms are lawfully applicable.

LaptopGarage Technologies will not use the fact that a purchase was made on installment or credit as a blanket basis for refusing a refund or other remedy that Kenyan law requires.

20. Remote and Online Purchases

Customers purchasing through the LaptopGarage website or another remote sales channel may have rights arising under the provisions of Kenyan law governing internet and remote consumer agreements.

Where applicable law provides a statutory cancellation right, LaptopGarage Technologies will process the cancellation and any required refund in accordance with the applicable law.

A customer’s statutory cancellation rights are not removed merely by this Policy.

LaptopGarage Technologies will provide applicable transaction and agreement information in accordance with the requirements governing the relevant consumer agreement.

21. Corporate and Bulk Purchases

Corporate, institutional, bulk, reseller and other commercial purchases may be subject to specific contractual terms contained in the relevant quotation, purchase order, supply agreement or commercial contract.

Where a separate written agreement expressly provides a specific refund mechanism, that agreement will govern the relevant transaction to the extent permitted by law.

Mandatory legal rights remain unaffected where applicable.

22. Refunds for Promotional Purchases

Where a refund is approved for a promotional purchase, the amount refunded will ordinarily reflect the amount actually paid by the customer for the affected product rather than the product’s undiscounted advertised price.

Where promotional terms expressly affect the treatment of bundled or discounted items, those terms will apply subject to applicable law.

Promotional pricing does not remove any mandatory consumer right.

23. Gift, Bundle and Promotional Items

Where a product was supplied as part of a bundle or promotion, LaptopGarage Technologies may require relevant bundle components or promotional items to be returned where the entire transaction is being reversed.

Where an item was supplied free of charge as a condition of the purchase, the applicable promotional terms will determine whether the item must be returned.

Any adjustment will be handled transparently and subject to applicable law.

24. Refunds Where a Product Is Found to Be Non-Covered

Where inspection establishes that the reported problem resulted from:

accidental damage;
liquid damage;
power-related damage;
misuse;
unauthorized repair or modification that caused or materially contributed to the reported fault;
malware or software-related problems;
normal wear and tear;
normal battery degradation; or
another exclusion under the applicable Warranty Policy,

a refund under the commercial warranty will ordinarily not be available.

Where technically feasible, LaptopGarage Technologies may offer a paid repair or other service.

Any chargeable repair work will be handled in accordance with the applicable repair terms and customer authorization requirements.

25. Fraudulent or Abusive Refund Claims

LaptopGarage Technologies may investigate claims where there is reasonable evidence of:

component swapping;
altered serial numbers or IMEI;
deliberate damage;
false claims;
duplicate claims;
fraudulent payment disputes;
false identity or transaction information; or
other abuse of the refund process.

Where fraud or abuse is established, LaptopGarage Technologies may:

reject the affected claim;
seek recovery of amounts lawfully due;
suspend relevant commercial activity;
engage lawful recovery services; and
report suspected unlawful conduct to competent authorities, including the Directorate of Criminal Investigations (DCI), where appropriate.

All such action will be subject to applicable law.

26. Refund Request Procedure

To request a refund, customers should contact:

Refund Email: refund@laptopgaragetechnologies.com

Telephone / WhatsApp: +254 715 034 322 or 0748439596

The customer should provide:

full name;
invoice or order number;
product name;
serial number, service tag or IMEI where applicable;
reason for the refund request;
proof of purchase; and
photographs or video where relevant.

Where the refund request relates to a defective, damaged or incorrectly supplied product, the customer may be required to submit the product for inspection before an ordinary commercial refund is approved.

This inspection requirement does not remove any statutory cancellation or other right that applicable law requires LaptopGarage Technologies to honor.

27. Refund Investigation and Approval

Submitting a refund request does not constitute automatic approval.

For an ordinary product-defect or return claim, LaptopGarage Technologies may:

verify the transaction;
verify the identity and serial number or IMEI of the product;
inspect the returned product;
reproduce or diagnose the reported fault;
determine whether the issue is covered;
determine whether repair or replacement is reasonably available;
verify applicable payment information; and
determine the appropriate remedy under the applicable policies and law.

Customers will be informed of the outcome of the review.

Where a refund is not approved, LaptopGarage Technologies will communicate the principal reason for the decision and, where appropriate, identify any available repair, exchange, warranty or other remedy.

28. Refund Processing Time

For ordinary refunds approved under this Policy, LaptopGarage Technologies will ordinarily initiate the refund within thirty (30) working days after the refund has been expressly approved and all required inspection and verification procedures for that refund have been completed.

The time taken for funds to appear in the customer’s account may depend on:

M-Pesa processing;
bank clearing cycles;
card issuer processing;
payment-provider processing;
public holidays;
regulatory requirements; or
circumstances outside LaptopGarage Technologies’ reasonable control.

The stated 30-working-day period applies to ordinary refunds processed under this Policy.

Where applicable Kenyan law requires a different refund or cancellation timeframe, the legally required timeframe will apply.

29. Original Payment Method

Approved refunds will ordinarily be issued using the original payment method.

LaptopGarage Technologies may request reasonable verification where:

fraud is suspected;
the payment was made by a third party;
the original payment account is closed or unavailable;
the customer information does not correspond with the transaction records; or
an alternative refund method is reasonably required by the payment provider.

Any alternative refund arrangement will be handled in accordance with applicable law.

30. No Double Refund

LaptopGarage Technologies will not provide multiple refunds for the same transaction.

Where a customer receives a:

replacement;
exchange;
store credit; or
other monetary adjustment,

the value of that completed remedy will be taken into account when determining any later refund relating to the same transaction.

This does not prevent a customer from exercising any additional remedy that applicable law requires.

31. Refund Records

LaptopGarage Technologies may retain reasonable records relating to refund requests, including:

order and invoice information;
payment information;
serial numbers and IMEI numbers;
inspection findings;
photographs and videos;
correspondence;
refund approvals;
refund confirmations; and
related service records.

These records may be used for customer service, accounting, fraud prevention, dispute resolution, warranty administration and legal compliance in accordance with the LaptopGarage Privacy Policy and applicable data-protection law.

32. Relationship with Other Policies

The Return Policy governs the physical process for returning a product.

The Warranty Policy governs warranty coverage and warranty claims.

The Exchange Policy governs product replacement and exchanges.

This Refund Policy governs the circumstances and process for returning money after a refund has become available or has been approved.

These policies should be read together with the LaptopGarage Terms and Conditions.

Where there is a conflict between a policy and mandatory Kenyan law, the mandatory law prevails to the extent of the conflict.

33. Statutory Consumer Rights

Nothing in this Policy is intended to remove or restrict a consumer right or remedy that cannot lawfully be excluded.

The Consumer Protection Act provides statutory protections concerning consumer agreements and preserves certain cancellation and refund rights, including for qualifying internet and remote agreements. It also provides statutory obligations where a consumer validly cancels a consumer agreement.

The Sale of Goods Act also provides implied conditions concerning conformity with description, merchantable quality in applicable circumstances, and a buyer’s reasonable opportunity to examine delivered goods for conformity with the contract.

LaptopGarage Technologies’ commercial refund rules operate alongside those statutory protections, not replacing them.

34. Governing Law

This Refund 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.

35. Contact Information

LaptopGarage Technologies

Refund Email: refund@laptopgaragetechnologies.com

Support Email: support@laptopgaragetechnologies.com

Telephone / WhatsApp: +254 715 034 322

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

Important Customer Notice

LaptopGarage Technologies does not offer a general voluntary “change-of-mind” cash refund for correctly supplied, functional products unless a specific statutory, contractual or other lawful cancellation or refund right applies.

Where a product has a verified defect, LaptopGarage Technologies may first pursue an appropriate repair or replacement where permitted by the applicable policy and law.

For ordinary refunds approved under this Policy, LaptopGarage Technologies will ordinarily initiate the refund within 30 working days after approval and completion of the required inspection and verification process.

The applicable product return window, return method and responsibility for return shipping are set out in the LaptopGarage Technologies Return Policy and applicable Merchant Center configuration.

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