Return Policy

At Onit Computers, we stand behind the quality of our products. This Return & Refund Policy governs returns, exchanges, and refunds for orders placed through our website or in-store.

1. Scope

• Applicability: Applies to all purchases of hardware, peripherals, and accessories from Onit Computers.
• Exclusions: Consumables (ink cartridges, batteries), software with broken seals, and items damaged by misuse are not covered.

2. Eligibility for Returns

1. Defective on Arrival
   • Products that arrive DOA (dead on arrival), with Onit Computers faults, or internal failures.
2. Reporting Window
   • You must notify us of a defect within 7 calendar days of delivery.
3. Proof Required
   • Provide your Order Number, product serial number (if available), and photographs or video clearly showing the defect.

3. Initiating a Return

1. Contact Support
   • Email: support@onitcomputers.co.ke
   • Include subject line: “Return Request – [Order #12345]”
2. RMA Issuance
   • After verifying eligibility, we will email you a Return Merchandise Authorization (RMA) number and detailed shipping instructions within 2 business days.
3. Packaging Guidelines
   • Use original packaging if possible.
   • Secure all accessories, manuals, and warranty cards inside the box.
   • Clearly mark the RMA number on the outside of the package.

4. Return Shipment

• Prepaid Label: For approved returns, Onit Computers supplies a prepaid courier label.
• Customer‑Paid: If returning from outside Nairobi, shipping costs may apply and will be communicated prior to approval.

5. Inspection & Approval

1. Quality Check
   • Upon receipt, our technicians inspect the item to confirm the defect.
2. Outcome
   • Approved: You may choose a refund, replacement, or store credit.
   • Denied: If no defect is found, the item will be returned to you, and you may be responsible for shipping costs.

6. Refund Processing

• Method: Refunds issued to the original payment method (M-Pesa, card).
• Timeline: Processed within 5–7 business days of approval. Financial institution posting times may vary.
• Partial Refunds: May apply if accessories or packaging are missing.

7. Exchanges

• Defective Exchanges: Handled identically to returns. We ship a replacement at no extra cost once the original is approved.
• Model Unavailability: If the exact model is out of stock, we will offer an equivalent model or refund.

8. Cancellation Before Shipment

• Free Cancellation: Available if the order has not yet shipped.
• How to Cancel: Email or call us with your Order Number before the “Dispatched” notification.
• After Shipment: Returns are processed under this policy.

9. Contact Us

For all return & refund inquiries, please reach out:

• Email: support@onitcomputers.co.ke
• Phone: +254740 073-706 (Mon–Sat, 9 AM–6 PM)
• In‑Store: Platinum Plaza, Floor 1, Shop F10, Tom Mboya Street, Nairobi Central