Return Policy

/Return Policy
Return Policy2020-05-05T13:16:36+03:00

By ordering from us, you agree you’ve read and accepted these terms, which comprise the following:

1)    Delivery and Charges

All transactions above the amount of Ksh  5,000/= will be subject to a no charge policy.
All amounts under the specified Ksh 5,000/= mark will be required to pay for shipping in the amount of Ksh 300 within Nairobi. Other regional prices will be communicated upon location submission.


2)    Return and Exchanges policy

If for any reason the customer is not satisfied with their purchase we provide a returns service. However, restrictions may apply to certain merchandise, as detailed below and as updated from time to time.  Proof of purchase is required to receive a full refund.
Supplier reserves the right to refuse any UNAUTHORIZED returns: those that occur after the seven (7) day period or those involving products that are unaccompanied by a valid complaint.

To facilitate a returns claim, we require the customer to provide the following information to Imagine Care Customer service: customer name, customer telephone number, customer email address, copy of receipt of purchase and details of Customer’s issue with the product.

In addition, all Products MUST BE returned one hundred percent (100%) complete, including all original boxes, packing materials and other accessories provided. Supplier reserves the right to refuse the return of incomplete products. All returns must be authorized by Total solutions.

2.1   Return restrictions:

2.1.1 Defective Product Returns

Customer may return most defective Products to Imagine Care within Seven (7) days from purchase date. For all defective items returned a product complaint form should be compiled. After feedback from the service center, supplier will issue an option on replacement, exchange, repair or credit note. For all items returned after 7 days the manufacturer warranty will apply.

2.1.2 Non-Defective Product Returns

Imagine Care does not accept the return or refund af any no-defective product once sold and paid for.

2.1.3 Restricted, Repair-Only Returns

Certain Products can only be returned for repair—not for exchange, replacement or credit. Such Products should be returned to Imagine Care, supplier notified which will then be taken to an authorized service center.

2.1.4 Non-Returnable Products:

Non-returnable products are damaged, incomplete, used or installed items and poorly packaged.  If the original sealed blister packaging has been opened on items, these will not be accepted.

2.1.5 Procedures of obtaining warranty services:

•    Warranty product returns will not be accepted without a
•    Products shall not be liable under this warranty if: (i) Consumable parts are damaged (ii) Cosmetic damage (iii) Normal wear and tear or otherwise due to the normal aging of the product.
•    Post warranty repair or warranty service after the limited 1 year warranty period is available, but is subject to cost.
•    Products  to  be  returned  for  warranty  coverage  must  be  within  the  applicable  warranty period.
•    RMA turnaround time within three weeks of return.
•    Please allow approximately 7-10 business days for refund processing.


3)  How to Return an Item

Imagine Care wants you to be thrilled with your new purchase. However, if you need to return an item, we’re here to help.

3.1  Ship your item back 

To return an item to Imagine Care Stores, use any of the carrier’s countrywide to send it back. Once received, your refund is processed within five business days.

3.1  Bring your item to our Store

You can always return the item to any Imagine Care store. Our Specialists will assist you with your return. Your refund will be processed within five business days.

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