Refund policy

At Amersys Collections, we want our customers to shop with confidence. This Return & Refund Policy explains the conditions, procedures, and timeframes that apply to returns, exchanges, damaged or defective products, and refunds.

1. Return Period

Amersys Collections accepts eligible returns within 7 days of receiving your order.

To request a return, you must contact us within 7 days from the date your order is delivered or collected.

Return requests submitted after the 7-day return period may not be accepted, except where otherwise required by applicable law.

2. Return Eligibility

To qualify for a return, the product must generally:

Be in the same condition in which it was received.
Be unused and undamaged, unless the return is being requested because the product arrived damaged, defective, incomplete, or incorrect.
Be returned in its original packaging where reasonably applicable.
Include all accessories, components, manuals, cables, chargers, documentation, tags, and other items originally supplied with the product.
Include proof of purchase, such as an order number, receipt, or other valid order information.

Products that show signs of misuse, accidental damage, unauthorised modification, improper handling, or missing components may not qualify for a return or full refund.

3. How to Request a Return

Before returning any product, please contact Amersys Collections and request return authorisation.

Phone: +254 729 786 767

Email: enquiry@amersyscollections.shop

Customer Support Hours: Monday to Friday, 9:00 AM – 6:00 PM; Saturday, 9:00 AM - 4:00 PM

When contacting us, please provide:

Your name.
Order number or proof of purchase.
The product you wish to return.
The reason for the return.
Photographs or other supporting information where the product is damaged, defective, incomplete, or incorrect.

Our customer service team will review your request and provide return instructions.

Please do not send or deliver a product back before receiving return instructions from us. Unauthorised returns may not be accepted.

4. Return Address

Approved returns may be delivered or sent to:

Amersys Collections
Shop A1, 5th Floor, Kenya Cinema Plaza, Moi Ave, Nairobi, Kenya

Please contact us before sending or delivering a return so that we can confirm the appropriate return method and any applicable instructions.

5. Return Shipping and Delivery Costs

Return shipping costs depend on the reason for the return.

Damaged, Defective, Incomplete or Incorrect Products

If a product was delivered damaged, defective, incomplete, or different from what you ordered, please contact us within the applicable 7-day return period.

After we verify the issue, Amersys Collections will provide appropriate return instructions and will be responsible for reasonable return delivery costs where the return is caused by an error on our part or a qualifying product defect.

Change-of-Mind Returns

If you are returning an otherwise eligible product because you changed your mind, ordered the wrong product, or no longer require it, you will be responsible for the applicable return delivery costs.

Original delivery charges may not be refundable for change-of-mind returns unless otherwise required by applicable law.

Any applicable return arrangements or costs will be communicated before the approved product is returned.

6. Damaged, Defective, Incomplete or Incorrect Items

Please inspect your order as soon as possible after receiving it.

If your order arrives damaged, defective, incomplete, or you receive a different product from the one ordered, contact us within 7 days of receiving the order.

You can contact us at:

Phone: +254 729 786 767

Email: enquiry@amersyscollections.shop

Please provide your order information together with photographs, videos, or other reasonable evidence showing the issue where applicable.

Once the issue has been assessed, we will provide an appropriate resolution. Depending on the circumstances and product availability, this may include:

Replacement.
Exchange.
Repair, where appropriate.
Refund.

The appropriate solution will depend on the nature of the issue and applicable consumer protection requirements.

7. Exchanges

Eligible products may be exchanged within the applicable 7-day return period, subject to the conditions of this policy and product availability.

If the requested replacement product is unavailable, we may offer another appropriate option or process a refund where applicable.

Any price difference between exchanged products may need to be paid or refunded, as applicable.

8. Refunds

Once an approved returned product has been received, we will inspect it to confirm that it meets the applicable return conditions.

We will then notify you whether your refund has been approved.

If approved, refunds are paid by M-Pesa to the phone number provided with your order, or in cash if you return the item in person at our store. We will confirm the refund method with you when your return is approved.

Approved refunds are generally processed by Amersys Collections within 2 business days after refund approval.

Please note that once a refund has been sent, it may take a short time to appear depending on your mobile money provider. Processing times controlled by payment providers are outside the direct control of Amersys Collections.

9. Electronics and Product Condition

Because Amersys Collections sells electronic products and related items, certain conditions may affect return eligibility.

Unless the product is defective, damaged, incorrect, or otherwise protected under applicable law, a return may be refused or adjusted where:

The product has been physically damaged after delivery.
The product has been altered, modified, repaired, or tampered with without authorisation.
Serial numbers, identification labels, security seals, or manufacturer labels have been removed, damaged, or altered.
Important accessories, chargers, cables, manuals, packaging, or included components are missing.
The product has been damaged through misuse, improper installation, liquid exposure, electrical damage, accidental damage, or use inconsistent with the manufacturer's instructions.
Software, digital licences, activation codes, subscriptions, or similar products have already been activated, redeemed, registered, or used where cancellation or return is no longer reasonably possible.

These restrictions do not limit any rights you may have in relation to products that were supplied defective, damaged, incorrectly described, or otherwise subject to rights under applicable law.

10. Non-Returnable Products

Certain products may not be eligible for change-of-mind returns due to their nature or condition.

These may include, where applicable:

Products that have been personalised or specially ordered for the customer.
Software, activation keys, licences, or digital products that have already been activated or redeemed.
Products that cannot reasonably be resold because they have been used, damaged, materially altered, or returned incomplete.
Products subject to hygiene or safety restrictions once opened, where applicable.
Products clearly identified as non-returnable before purchase, where permitted by applicable law.

A product being listed in this section does not remove any applicable rights relating to defective, damaged, incorrectly supplied, or misrepresented products.

11. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to cancel an order before it has been processed or dispatched.

If the order has already been dispatched, it may need to be handled as a return after delivery in accordance with this Return & Refund Policy.

12. No Restocking Fees

Amersys Collections does not charge restocking fees for approved eligible returns.

Customers may still be responsible for applicable return delivery costs for change-of-mind returns as explained in Section 5.

13. Proof of Purchase

We may request reasonable proof of purchase before accepting a return, exchange, or refund request.

Acceptable proof may include:

Order confirmation.
Order number.
Receipt.
Delivery or collection receipt.
Other information that reasonably allows us to verify the purchase.

14. Your Consumer Rights

This Return & Refund Policy is intended to explain our standard return procedures and does not exclude, restrict, or override any rights or remedies available to customers under applicable Kenyan consumer protection laws.

Where applicable law provides you with rights that are more favourable than the terms stated in this policy, those statutory rights will apply.