Returns & Exchange Policy

At Urban Office Computer Distributors, we want you to be completely satisfied with your purchase. If a product does not meet your expectations, you may return or exchange it under the conditions below.

  1. Eligibility for Returns
  • Items can be returned within 7 days of purchase if they are:
    • Unused, unopened, and in their original packaging.
    • Accompanied by a valid receipt or proof of purchase.
  • Products must include all original accessories, manuals, and packaging materials.
  1. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Opened software, licenses, or digital products.
  • Consumables such as ink, toner, and batteries once unsealed.
  • Items damaged due to misuse, accidents, or unauthorized repairs.
  • Clearance or “final sale” products clearly marked as non-returnable.
  1. Damaged or Defective Products
  • If you receive a damaged or defective item, please contact us immediately at sales@urbancomputers.co.ke or +254 111 225 799.
  • We will arrange for inspection and, if applicable, repair, replacement, or refund under our Warranty Policy.
  1. Exchange Policy
  • Exchanges are allowed within 7 days of purchase, provided the item is in brand-new, resalable condition.
  • If the replacement item costs more, the price difference must be paid. If it costs less, the balance will be refunded.
  1. Refunds
  • Approved refunds will be processed within 7–14 business days using the original payment method.
  • Shipping or delivery fees are non-refundable unless the return is due to our error. The customer caters for shipping expenses if the return is not our error, if its our error we will cover shipping costs.
  • 15% restocking fee will apply for returns due to change of mind.
  1. Return Process
  1. Contact us with your order number, product details, and reason for return.
  2. Our team will confirm eligibility and provide return instructions.
  3. The customer is responsible for safely returning the item unless otherwise agreed.
  4. All returns can be returned to our Nairobi store (Address below) or via mail/courier.
  1. Legal Rights

This Return & Exchange Policy is in line with the Consumer Protection Act, 2012 (Kenya) and does not affect your statutory rights.

Contact for Returns & Exchanges

Urban Office Computer Distributors
Town House, Kaunda Street, 4th Floor, Room 406, Opposite Trattoria Restaurant
Office: +254 111 225 799
Email: sales@urbancomputers.co.ke | ke.urbancomputers@gmail.com

Working Hours:

  • Monday – Friday: 8:00am – 6:00pm
  • Saturday: 9:00am – 4:00pm
  • Sunday & Public Holidays: Closed