Refund and Returns Policy Kenya

At Liams Enterprises, we want you to shop for your home and kitchen electronics with total confidence. Our return process is aligned with local consumer guidelines to be transparent and straightforward. If your order arrives faulty, damaged, or incorrect, please read our step-by-step policy below to initiate a return or exchange swiftly.

1. Returns

Eligibility for Returns

To qualify for a return or an account credit, your item must fulfill the following transparent trust guidelines:

  • The issue must be officially reported within 14 days of physical collection or delivery.
  • The appliance must be completely unused, unaltered, and in the same brand-new condition you received it.
  • It must be contained within its original brand packaging, including all inner Styrofoam, cables, manuals, and free accessories.
  • You must provide an order number, digital receipt, or valid proof of purchase from our website.

Non-Returnable Items

We strictly cannot accept returns or process claims on the following items:

  • Electrical products that have been unboxed, plugged into power, installed, or show signs of cosmetic tampering.
  • Items reported more than 14 days after the verified delivery date.
  • Items missing their critical original manufacturer retail boxes, packaging elements, or standard accessories.

2. Refunds

Refund Process

Once your return item is physically received and thoroughly inspected at our Nairobi workshop, we will update you via phone or email within 24 hours. If your claim is approved, your financial refund will be initiated immediately. Approved balance settlements are processed back exclusively to your original payment platform either via an automated Lipa na M-Pesa transactional reversal or through manual mobile network disbursement for Cash on Delivery (COD) adjustments within 1 to 2 business days.

Late or Missing Refunds

If your refund has been officially confirmed by us but you have not yet seen the balance reflect, please use this quick checklist:

  1. Check your official Safaricom M-Pesa mobile transaction logs, message ledger, or Lipa na M-Pesa statements thoroughly.
  2. Contact Safaricom customer help lines directly, as backend payment settlements can occasionally face local cellular network traffic congestion.
  3. If you have completed these checks and still see no credit, please email us right away at info@liamsenterprises.co.ke or call our team at +254 712 775 426.

Sale & Promotional Items

All standard, regular-priced appliances are fully eligible for refunds under this policy. In contrast, promotional items and flash-sale clearances are final and cannot be refunded unless they are proven to have arrived mechanically damaged or damaged in the distributor box.

3. Exchanges

We provide swift, direct replacements for items that are verified to have arrived defective or damaged during courier transit. If you receive a compromised unit, an exchange request must be filed within 14 days of receipt. Please follow these precise actions:

  1. Send an immediate notification within 14 days to our support email info@liamsenterprises.co.ke or WhatsApp line +254 712 775 426.
  2. Attach your web order number alongside clear photographic evidence or a brief video displaying the appliance malfunction or shipping damage.
  3. Bring or courier the item package securely to our office: Gaberone Road, Gaberone Plaza, 3rd Floor, Shop T3s, Nairobi, Kenya.
  4. Once our tech agents verify the out-of-box issue, we will prepare and dispatch your replacement unit within 1 to 2 business days.

4. Order Cancellations

If you wish to cancel an order you just placed online, you must contact our sales team instantly via phone or WhatsApp before the product is handed over to our delivery partners. Once an item leaves our Nairobi store with a courier, the shipment cannot be intercepted or canceled mid-transit, and the standard 14-day return protocol will apply.

5. Shipping Returns

To safely complete your physical return process, please send or walk into our Nairobi shop hub:

Liams Enterprises
Gaberone Road, Gaberone Plaza, 3rd Floor, Shop T3s
Nairobi, Kenya

Please carefully note our logistics and shipping guidelines to avoid any processing delays:

  • Who Pays For Shipping? If a return is due to an error on our part (faulty electronic component or incorrect item model delivered), Liams Enterprises will cover 100% of the return courier fees. For general exchanges or voluntary physical returns, the client assumes logistics coverage.
  • Initial standard outbound courier shipping fees paid during purchase are completely non-refundable.
  • For valuable home appliances, we strongly advise using a reputable local courier service that provides active tracking slips.
  • We cannot finalize any exchange or store credit adjustment without physically verifying the item in our shop first.

Need Help?

Do you have outstanding questions or require immediate support regarding your electronic product’s return? Reach out to our customer care team within your 14-day window:

Liams Enterprises
Gaberone Road, Gaberone Plaza, 3rd Floor, Shop T3s, Nairobi, Kenya
Phone/WhatsApp Support: +254 712 775 426
Email: info@liamsenterprises.co.ke
Website: www.liamsenterprises.co.ke
Support Desk Hours: Monday – Friday: 8:00 AM – 6:30 PM
Saturday: 9:00 AM – 6:00 PM (Sunday Closed)

Thank you for choosing Liams Enterprises — where quality, reliability, and transparency meet.