Return & Refund Policy
Jay Digital Solutions supplies genuine, brand-new commercial IT hardware and enterprise equipment. To protect product integrity, returns for refunds are accepted strictly within 7 days for brand-new, unopened items with factory seals intact.
7-Day Return Window
Returns accepted strictly within 7 calendar days of delivery or collection.
New & Unopened Only
Hardware must be sealed in original factory box with all security seals intact.
Zero Restocking Fee
Full item value refunded with 0 KES restocking fee for eligible unopened returns.
1–3 Year Warranty
Opened equipment with technical defects is serviced under manufacturer warranty.
1. Return Eligibility Criteria (7 Days • New & Unopened)
To be eligible for a return and refund, your item must meet all of the following conditions:
- Strict 7-Day Window: You must notify us and initiate your return within 7 calendar days from the date of physical delivery or in-store collection.
- Brand New & Unopened: The equipment must be completely unopened, unused, and in the exact condition you received it.
- Original Packaging & Factory Seals: All manufacturer factory seals, shrink-wrap, anti-static bags, tamper-evident tape, serial number barcodes, warranty cards, cables, and power adapters must be completely undisturbed.
- Valid Proof of Purchase: Your official purchase receipt or KRA eTIMS invoice must accompany the item.
2. How to Initiate an Unopened Return
If you have an unopened product to return within the 7-day period:
Contact Our Customer Desk
Reach out via WhatsApp (0143 789 641) or phone (0711 723 890) within 7 days of purchase with your invoice number and photos confirming seals are intact.
Return Handover (In-Store or Courier)
In Person: Drop off the sealed package at our Nairobi service hub (Kenya House Complex, Koinange St, 2nd Floor Rm S5).
Via Courier: Securely pack the item and ship via a reputable courier (G4S, Fargo Courier, Wells Fargo) to our Nairobi hub. For customer remorse/change of mind, return courier fees are covered by the customer.
Seal & Serial Inspection (Within 24 Hours)
Our staff inspects the item to verify the factory seals remain unbroken and serial numbers match the issued eTIMS invoice.
Refund or Exchange Issued
Upon successful verification, your refund is processed within 24 to 48 hours via M-Pesa or direct Bank Transfer with zero restocking fee.
3. Return Fees & Shipping Charges
| Return Reason | Condition Required | Restocking Fee | Return Shipping Fee |
|---|---|---|---|
| Change of Mind / Customer Return | Brand New & Unopened (Within 7 Days) | 0 KES (Free) | Customer covers return courier rate |
| Incorrect Item Shipped by Us | Unopened or As-Received | 0 KES (Free) | FREE (Paid by Jay Digital) |
| Opened / Used Merchandise | Opened, broken seals, or used | Not eligible for refund. Covered under Manufacturer Warranty for service/repair. | |
4. Technical Defects Covered Under Warranty
If your equipment has been opened and develops a genuine technical hardware defect, you are fully protected under our authorized partner manufacturer warranty (1 to 3 years):
- HP Commercial Laptops & Desktops: 1 to 3 Years HP Partner Warranty.
- Dell OptiPlex, Latitude & Precision: 1 to 3 Years Dell Hardware Warranty.
- Lenovo ThinkPad & ThinkCentre: 1 to 3 Years Lenovo Warranty.
- Cisco & Sophos Appliances: Manufacturer hardware repair/replacement warranty.
Warranty service is performed at our Kenya House Complex service center or authorized OEM service depots in Nairobi.
Questions About Returns or Warranty?
Our Nairobi customer support and technical desk is available Monday through Saturday to answer questions regarding order status, returns, and warranty verification.