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
Customer may return most non-defective Products to Imagine Care within Seven (7) days of purchase date. The supplier will issue a credit note provided items have not been used and are intact in their original packaging.
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.