By ordering from us, you agree you’ve read and accepted these terms, which comprise the following:
1) Delivery Charges
All transactions will be required to pay for shipping in the amount of Ksh 300 countrywide. International shipping costs approximately Kes 9,000.
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.
The supplier reserves the right to refuse any UNAUTHORIZED returns: those that occur after the three (3) 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 the receipt of purchase, and details of the 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. The supplier reserves the right to refuse the return of incomplete products. All returns must be authorized.
2.1 Return restrictions:
2.1.1 Defective Product Returns
Customers may return the most defective Products to Imagine Care within three (3) days from the purchase date. For all defective items returned a product complaint form should be compiled. After feedback from the service center, the supplier will issue an option on replacement, exchange, repair, or credit note. For all items returned after 3 days the manufacturer warranty will apply.
2.1.2 Non-Defective Product Returns
Imagine Care does not accept the return or refund of any non-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 Non-Tested Products
On every delivery, the customer is required to check, verify and test the item before paying, accepting, or signing a delivery note. Since we test all products before dispatching them, refunds related to non-tested products will not be accepted.
2.1.6 Procedures for obtaining warranty services
- Warranty product returns will not be accepted without a warranty certificate.
- 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.
- 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 7-10 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 7-10 business days.