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 299 countrywide. International shipping costs approximately Kes 5,999.

2) Return and Exchange 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 Limited 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 Once Sold Cannot Be Returned Products

Some stores we buy from to resell maintain a strict policy that goods once sold cannot be returned whether the color, specification, packaging, or functionality is wrong. In that case, any products bought from such stores will not qualify for a refund, exchange, repair, or credit note from Imagine Care Limited.

2.1.7 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 Limited wants you to be thrilled with your new purchase. However, if you need to return an item accepted for exchange, we’re here to help.

3.1  Ship your item back

To return an item to Imagine Care Limited Stores, use any of the couriers countrywide to send it back. Once received, your refund is processed within 7-10 business days.  We reserve the right to reject any return.

3.1 Bring your item to our Store

You can always return the item to any Imagine Care Limited store. Our Specialists will assist you with your return. Your refund will be processed within 7-10 business days. We reserve the right to reject any return.

4) Forfeiture Timeline

Your items will be available for pickup at the shop for 48 hours only due to unavailability of space, after which they will considered forfeited, meaning you will no longer be able to claim them. Imagine Care Limited may dispose of forfeited items in any manner that it determines appropriate e.g. by sale, donation, recycling, or destruction. Any proceeds of forfeiture shall be deemed to cover Imagine Care Limited’s costs.

Forfeiture of inventory refers to the transfer of title in respect of the products from the buyer to Imagine Care Limited or to a third party nominated by Imagine Care Limited e.g. a charity, at no cost, free and clear of any liens, claims, security interests or other encumbrances.

Specific items shall be forfeited in the event that the buyer requests forfeiture, or will take place automatically in the following circumstances:

4.1 the buyer fails to collect items from the notified location within the pre-determined forfeiture window;

4.2 the item creates a safety, health, or liability risk;

4.3 the buyer forcefully returns previously delivered and received products(delivery note signed) despite the exchange being rejected;

4.4 the buyer adamantly refuses to collect items they paid for;

4.5 the buyer pays for an item then changes their mind saying it was an error and wants a refund;

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