Refund & Return Policy
At Platinum Gadgets Kenya, every product is backed by our quality promise. In the rare case of a defect, you’re protected with a 3-day return guarantee.
Defective Products Only
At Platinum Gadgets Kenya, we accept returns only for products that arrive defective or faulty. Returns based on change of mind are not accepted.
Please report and return any defective item within 3 days of receiving it.
Replacement or Refund
We will offer either a replacement unit or a full refund — based on your preference.
Eligible Returns & Trade-Ins
- Product is dead on arrival — won't power on or function at all
- Screen defects — dead pixels, flickering or damage caused during transit
- Hardware fault — buttons, charging port or speakers not working out of the box
- Wrong item delivered — different product from what you ordered
- Trade-in requests — upgrade or downgrade your device with value assessment
- Reported and returned within 3 days of delivery (for defects)
- Returned in original packaging with all accessories included (for returns)
Not Eligible
- Change of mind — you no longer want the product (returns)
- Physical damage caused by the customer after delivery
- Returns requested after 3 days from delivery date
- Missing original packaging or accessories (returns)
- Items repaired or tampered with by a third party
- Trade-in devices with severe damage, iCloud lock, or non-functional core components
- Software issues — a factory reset resolves most software problems
Returns & Trade-Ins Process
Contact us
WhatsApp or call us at +254 727 723366. For returns, contact within 3 days. For trade-ins, share your device details for evaluation.
Verification / Valuation
For returns, send proof of defect. For trade-ins, send photos and device details for a quick value assessment.
Return or Upgrade
Return defective items for replacement/refund, or complete your trade-in and upgrade or downgrade to a new device.
At a Glance
| Policy | Detail | Value |
|---|---|---|
| Return Window | From date of delivery | 3 days |
| Accepted Reason | Manufacturing defects only | Defective |
| Resolution | Your choice of outcome | Replacement or Refund |
| Condition Required | Original packaging + all accessories | Original Pack |
| Trade-Ins | Device upgrade or downgrade service | Valuation Required |
| How to Initiate | Contact us on WhatsApp | +254 727 723366 |
| Change of Mind | Not accepted under any circumstances | Not eligible |
Got a defective item or want to trade in?
Contact us immediately — we'll sort it out fast.