Exchanges & Returns

We exchange. We refund only when the fault is ours and there is nothing to exchange it for.

Everything below is detail on those two sentences. If your situation isn't covered, talk to us — we would rather sort it out than argue about wording.

You have 7 calendar days from the day you receive an item to tell us you want to exchange it. Tell us inside that window — the item itself can reach us shortly afterwards.

To qualify, the item must come back:

• In its original box, with every cable, adapter, document and free item it came with
• Free of physical damage — no cracks, dents, scratches or liquid damage
• Unused, where you have simply changed your mind
• With its serial number or IMEI matching the one on your receipt

You can exchange for the same item in a different colour or storage size, for a different item, or for store credit to use later. Where the new item costs more, you pay the difference. Where it costs less, the balance is held as store credit.

If an item is faulty out of the box, or develops a manufacturing fault, it is covered by the manufacturer's warranty — see our warranty policy for what is and isn't covered, and for how long.

The order we work in is:

• Replace it with the same item, where we have one.
• Repair it under the manufacturer's warranty, where a repair is the manufacturer's remedy.
• Exchange it for something else of the same value, if you would rather.
• Refund you — but only if the fault is genuinely ours and we cannot supply a replacement or a suitable alternative. See below.

Where an item is faulty, we cover the cost of getting it back to us. Within Nairobi we collect it.

A refund is issued when both of these are true at the same time:

• The fault is on our side — the item is faulty, we sent the wrong thing, or we cannot deliver what you paid for.
• And there is no exchange available — we have no replacement, no equivalent item, and you do not want store credit.

If only one of those is true, the outcome is an exchange, a repair or store credit — not money back. Changing your mind, buying the wrong model, or finding it cheaper elsewhere are not grounds for a refund.

Where a refund does apply, it goes back the way you paid: M-Pesa to the number that paid, card reversed to the same card, bank transfer to the account it came from. We cannot pay a refund to a different person or a different method. Processing takes 3 to 7 working days once we have the item back and have checked it; card reversals can take longer to show on your statement.

• Digital codes and gift cards once the code has been sent or revealed — a code cannot be un-issued.
• Special orders and imports sourced specifically for you to your specification.
• Items damaged after delivery — cracked screens, dents, liquid damage, or damage from misuse or unauthorised repair.
• Software, consumables and hygiene items once opened, including in-ear headphones where the seal is broken.
• Items returned without their box, accessories or included free items.

Check your item when it reaches you. If we sent the wrong thing, or it arrived damaged, tell us within 48 hours and we will put it right at our cost — we collect, and we send the correct item.

• WhatsApp +254 727 415 589 or email support@iteystore.co.ke with your order reference and what's wrong.
• Send a photo or short video if the item is faulty or arrived damaged — it usually settles the matter in one message.
• We confirm whether it qualifies, and arrange collection or give you the return address.
• Once we have the item and have checked it, we complete the exchange.

You can also walk into the showroom at Cookie House, Accra Road, 3rd Floor, Store 311, Nairobi CBD, Monday to Saturday, 9 AM to 7 PM. Bring the item, everything that came with it, and your receipt or order reference.

Outside Nairobi, where you are exchanging because you changed your mind, the cost of getting the item back to us is yours. Delivery charges already paid are not refunded.