Refund Policy
At Realicon Digital Solutions, we aim to ensure your satisfaction with our products. This Refund Policy explains when and how you can receive a refund for returned products, ensuring transparency and trust.
Eligibility for Refunds
Refunds are available for products returned within 7 days of receipt, per our Return Policy. Products must be unused, in original condition, and in original packaging. For example, a CCTV camera must include all accessories and manuals.
Refund Process
After we receive and inspect your return, we’ll notify you via email about approval. Approved refunds are processed within 5-10 business days and credited to your original payment method, such as M-Pesa or a credit card. If unapproved, we’ll explain why and return the item.
Refund Timing
Refunds typically appear in your account within 5-10 business days, depending on your bank or payment provider. For bank transfers, allow extra time for processing. Contact us if you don’t see your refund after 10 days.
Shipping Costs
Shipping costs, like the KES 500 standard shipping fee, are non-refundable. You’re responsible for return shipping unless the product is defective or incorrect.
Exceptions
Partial refunds may apply if:
- The product is not in original condition or missing parts due to customer error.
- The return is after 7 days but within a special period (e.g., holiday returns from Dec 7, 2022, to Jan 31, 2023, allow 8 days).
For example, returning a damaged access control system may result in a partial refund.
Defective Products
For defective products, like a malfunctioning electric fence, contact us within 7 days. We’ll cover return shipping and issue a full refund or replacement upon inspection. Provide photos or videos to expedite the process.
Wrong Items Shipped
If we send the wrong item, like a router instead of a camera, contact us immediately. We’ll send the correct item and provide a prepaid return label for the incorrect one, with a full refund if preferred.
Late Deliveries
If delivery exceeds the estimated 1-3 days for standard shipping or 2-4 days for free shipping, and you wish to cancel, contact us within 7 days of the expected delivery date. We’ll issue a full refund, including shipping costs.
Gifts and Promotional Items
If a gift card or discount code was used, refunds may be issued as store credit. For gifts, the refund goes to the gift giver unless specified as store credit.
Store Credit
You may opt for store credit instead of a refund. Credit is valid indefinitely for future purchases, like buying a new security system.
Tax Implications
Refunds may involve VAT adjustments in Kenya. Consult a tax professional for guidance on tax implications.
Payment Disputes
If you dispute a charge, contact us with your order number and details. We’ll investigate and resolve promptly, working with your payment provider if needed.
Failed Payments
If a payment fails, we’ll notify you, and your order won’t process until resolved. Update your payment method or contact us to proceed.
Contact Us
For refund questions, reach us at:
- Email: info@realicon.co.ke
- Phone: (+254)711 354180 | 0726096000
- Address: White Angle House (Shop63), Kenneth Matiba Road, Nairobi, Kenya