LaptopGarage Technologies — Return Policy

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

1. Purpose This Return Policy explains when and how a customer may return a product purchased from LaptopGarage Technologies for inspection, repair, replacement, exchange or another applicable remedy. This Policy should be read together with the LaptopGarage Technologies:

• Terms and Conditions;

• Warranty Policy;

• Exchange Policy;

• Refund 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 Kenyan law.

2. Quick Return Summary We generally accept returns for:

• A product damaged during delivery;

• An incorrect product being supplied;

• A materially incorrect product or configuration;

• An apparent out-of-box functional defect;

• A verified warranty defect where return for inspection or service is required.

We generally do not accept voluntary returns solely because of:

• Change of mind;

• Preference for another model;

• Finding the same product at a lower price elsewhere;

• Deciding that the product is no longer needed; or

• Dissatisfaction with a cosmetic characteristic that was accurately disclosed before purchase. (Where a customer wishes to change products voluntarily, an exchange may be considered under the Exchange Policy.)

3. Return Windows

• 3.1 Transit Damage and Apparent Out-of-Box Issues: Customers should notify LaptopGarage Technologies within 72 hours from the date of delivery or collection where they identify visible delivery damage, an incorrect product, or an apparent out-of-box functional defect. Customers should provide reasonable supporting evidence, including photographs or video.

• 3.2 Refurbished and Ex-UK Products: For Certified Refurbished, Ex-UK and other pre-owned laptops, customers should report an apparent out-of-box functional defect within 5 calendar days from delivery or collection, unless the individual product listing expressly provides a longer period.

• 3.3 Later-Discovered Warranty Defects: A hardware or component defect discovered after the applicable initial return-reporting period may still qualify for warranty service under the LaptopGarage Warranty Policy.

4. Valid Reasons for Return An approved return may be considered where the wrong product was delivered, the product suffered verified damage during delivery, a functional defect was present upon delivery, a covered warranty defect requires physical inspection, or a valid statutory cancellation right applies.

5. Change-of-Mind Returns LaptopGarage Technologies does not ordinarily accept voluntary cash-return requests solely because a customer changes their mind about a correctly supplied, fully functional product. Where available, customers may request an exchange under the Exchange Policy.

6. Product Condition on Return Where a return is approved, customers should return the product together with the items supplied with the purchase, including chargers, cables, manuals, accessories, packaging, and promotional gifts. Original packaging is preferred because it assists with safe transportation. However, the absence of original packaging alone will not automatically defeat a lawful warranty or statutory remedy.

7. Serial Numbers, IMEI and Product Identification For security and inventory-control purposes, LaptopGarage Technologies will verify the serial number, service tag, IMEI, model, configuration, and warranty labels. The returned product must correspond exactly with the product recorded on the original transaction. A return will be rejected where inspection establishes evidence of substituted components, altered identifiers, or fraudulent product substitution.

8. Inspection and Verification All returned products will undergo technical and physical inspection before the appropriate remedy is determined. LaptopGarage Technologies may retain a returned product for the reasonable period necessary to complete hardware, operating-system, and component diagnostics. Submitting a product for inspection does not constitute approval of a refund or exchange.

9. Return Authorization (RMA) For inventory and security purposes, customers must obtain a Return Merchandise Authorization (RMA) or return reference before sending a product to LaptopGarage Technologies. An unauthorized return may be held pending identification and may be returned to the sender at the sender’s expense.

10. Return Procedure To initiate a return, the customer should contact Support and provide their full name, invoice number, product serial number/IMEI, reason for the return, and photographs or video where relevant.

11. Return Shipping Costs

• 11.1 LaptopGarage Error or Covered Defect: Where a return is approved because of an incorrect product supplied by us, a verified covered warranty defect, or verified delivery damage attributable to our courier, LaptopGarage Technologies will bear the reasonable applicable return shipping cost using the return method we specify.

• 11.2 Customer-Requested Returns or Exchanges: Where an approved return or voluntary exchange is initiated for a reason not attributable to LaptopGarage Technologies, the customer is responsible for the applicable return shipping costs.

• 11.3 Customer-Arranged Shipping: Where the customer independently arranges return shipping, responsibility for loss or damage during transit remains with the customer until the product is safely received and acknowledged by LaptopGarage Technologies.

12. Packaging Requirements for Customer-Arranged Returns: Where a customer independently arranges the return shipment, the customer should use suitable protective packaging, use a reputable courier, and insure high-value goods. LaptopGarage Technologies is not responsible for damage occurring during a customer-arranged return shipment.

13. Brand-New Products Opening or reasonably using a brand-new product for inspection or testing does not automatically disqualify a customer from a lawful warranty remedy. However, a product returned solely because of a change of mind will ordinarily not qualify for a voluntary cash refund.

14. Refurbished, Ex-UK and Pre-Owned Products Refurbished, Ex-UK and pre-owned products may show reasonable signs of previous use (e.g., minor scratches, casing marks, reduced battery capacity). Such characteristics do not constitute a defect or create a return right where they were accurately disclosed.

15. Product Upgrades and Voluntary Exchanges Where a customer wishes to change to a different product after purchase without a defect or error by LaptopGarage Technologies, the request will be treated as a voluntary exchange subject to product eligibility, condition, and any applicable price difference.

16. Customer-Caused Damage & Alterations. A warranty or return remedy 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, unauthorised repair, component substitution, or another applicable exclusion. LaptopGarage Technologies may take the resulting loss into account when determining the appropriate remedy.

17. Return Outcomes. Following inspection, an approved return may result in repair, replacement, exchange, store credit, or refund where applicable. A return does not automatically mean that the customer will receive a cash refund.

18. Replacement Where replacement is approved, LaptopGarage Technologies may provide the same model, an equivalent model, or a comparable product agreed with the customer, subject to stock availability.

19. Refunds Following a Return A return and a refund are separate processes. Where a refund becomes available, it will be processed in accordance with the LaptopGarage Refund Policy. LaptopGarage Technologies does not impose a fixed requirement that a product must undergo a predetermined number of repairs before a refund can be considered.

20. Return Processing Time LaptopGarage Technologies will ordinarily review, inspect, and process a returned product within 14 working days after the product has been received by us, subject to diagnostic complexity, parts availability, and manufacturer involvement.

21. Relationship Between Return and Warranty Periods The initial return windows (72 hours or 5 days) are operational reporting procedures for out-of-box defects and transit damage. They do not replace or shorten the applicable warranty period for defects that reasonably become apparent later.

22. Online, Remote, and B2B Purchases Customers purchasing through remote sales channels may have statutory cancellation rights under Kenyan law, which will be honored in accordance with applicable law. Corporate, bulk, and reseller purchases may be subject to specific return terms contained in the relevant supply agreement.

23. Promotional Purchases and Bundles Where a transaction is fully reversed, LaptopGarage Technologies requires free promotional items, bundle components, or gifts supplied as part of the transaction to be returned.

24. Fraud and Return Policy Abuse LaptopGarage Technologies will investigate returns showing evidence of component swapping, altered serial numbers/IMEI, deliberate damage, or false claims. Where fraud is established, we will reject the claim, engage lawful recovery services, and report suspected unlawful conduct to competent authorities.

25. Data and Device Security Before Return Customers should, where reasonably possible, back up important data and remove personal accounts, passwords, activation locks, and Find My Device / Find My iPhone locks before returning a device. LaptopGarage Technologies is not responsible for customer data lost during reasonable inspection, repair, or reset. Where a device remains locked, we will delay the inspection process.

26. Uncollected Returned or Serviced Devices Where a returned, repaired, or inspected device remains uncollected for a period of sixty (60) days after the customer has been notified that it is ready for collection, the device will be deemed abandoned. LaptopGarage Technologies reserves the right to sell or lawfully dispose of the device to recover storage, handling, and diagnostic costs in accordance with the Disposal of Uncollected Goods Act (Cap 38, Laws of Kenya).

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

28. Governing Law This Return Policy is governed by the laws of the Republic of Kenya.

29. Contact Information

• LaptopGarage Technologies

• 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