Terms & Conditions

iTey Store is a Kenyan retailer of genuine consumer technology, trading since 2022 from Cookie House, Accra Road, 3rd Floor, Store 311, Nairobi CBD 00100.

Contact: hello@iteystore.co.ke · hello@iteystore.co.ke · +254 727 415 589 (support) · +254 706 097 118 (sales). Showroom hours are Monday to Saturday, 9 AM to 7 PM. We are closed on Sundays.

All prices are in Kenyan Shillings (KES) and are shown exclusive of 16% VAT unless a page states otherwise. VAT is applied at checkout or on your invoice where it applies.

Prices move with supply, exchange rates and manufacturer pricing, and can change without notice. The price that applies to your order is the one shown when you pay.

If a price is listed in obvious error — a decimal in the wrong place, or a figure far below cost — we may cancel the order and refund you in full rather than fulfil it. We will tell you before doing so.

Business buyers who need a VAT invoice with their KRA PIN should say so when ordering, so we can put it on the document.

Showing a product on the site is an invitation to order, not a guarantee it is in stock. Stock moves quickly and the same unit can sell in the showroom and online. Your order is accepted when we confirm it, not when you place it.

If something you paid for turns out to be unavailable, you choose: wait for the next stock, take an alternative, or take a full refund.

Pre-order dates come from the manufacturer and can move. Where a launch price has not been confirmed by the manufacturer, we say so rather than guess, and we confirm the final price with you before charging it.

Special orders — items sourced to your specification that we do not normally stock — are not returnable for change of mind. See returns.

We accept:

• M-Pesa — a secure payment prompt comes to your phone. There is no paybill or till number for you to type in, and nobody from iTey Store will ever ask you to send money to a personal number.
• Visa and Mastercard — processed by our payment provider, Paystack. Your full card details are never held by iTey Store. Cards issued outside Kenya settle more slowly; see International card payments below.
• Bank transfer — to the account named on your invoice. Goods are released once the funds clear.

Ownership of an item passes to you when it is paid for in full.

If you pay with a card issued outside Kenya, your order is prepared and reserved straight away, but it is dispatched only once the payment has cleared and the money shows in our account. Clearing normally takes up to three working days from the time you pay.

This is how international card settlement works through our payment provider, and it is not a delay we can shorten. A card that has been approved is not the same as money received: an approval can still be reversed before it settles, which is why we wait for the funds rather than send goods against a pending payment.

We will email you when the payment clears and again when your order is dispatched. If you need the item sooner, pay with M-Pesa or by local bank transfer — both clear the same day, and your order goes out on our normal delivery timing. If a payment does not clear, nothing is dispatched and no money is taken.

Delivery timing below is counted from cleared payment, not from when the order was placed — which for a card issued outside Kenya can be up to three working days later.

Delivery within Nairobi is free on orders over KSh 10,000, and is usually same-day for orders placed before 2 PM on a working day. Outside Nairobi we deliver nationwide by courier, typically in 1 to 3 working days.

Delivery times are estimates, not guarantees — once a parcel is with a courier, their timing is outside our control. Please give an address and phone number the courier can actually reach, and check the item in front of the courier where you can.

Everything we sell is genuine and comes with the manufacturer's warranty. We are not a grey-market importer. What the warranty covers, for how long, and how to claim is set out on our warranty page.

Warranty is void where an item has been opened, modified or repaired by anyone other than the manufacturer's authorised service, or damaged by misuse, liquid or accident.

Trade-in figures quoted on the site or by our team are estimates, based on the condition you describe. The final figure is set after we inspect the device in person — battery health, screen condition, and whether it is locked to an account all affect it. You are free to decline the final offer and keep your device.

You must own the device you trade in, and it must be free of any activation lock. We do not accept devices reported lost or stolen.

The content on iteystore.co.ke — text, photography, page designs and product write-ups — belongs to iTey Store, other than manufacturer imagery and trademarks, which belong to their owners. You may not copy it wholesale for commercial use.

Product specifications and comparisons are published in good faith and to the best of our knowledge, but manufacturers change specifications. Where accuracy matters to your purchase, confirm with us before you buy.

We stand behind what we sell, and nothing in these terms takes away rights you have under Kenyan consumer law, including the Consumer Protection Act, 2012.

Beyond that, our responsibility for any single order is limited to the amount you paid for it. We are not liable for indirect losses — lost profit, lost data, or loss of use — and we strongly recommend backing up any device before bringing it in for service or trade-in.

These terms are governed by the laws of Kenya, and the Kenyan courts have jurisdiction over any dispute arising from them.

If something has gone wrong, talk to us first — hello@iteystore.co.ke. Nearly everything is settled in a message or two.

We may update these terms as the business changes. The version that applies to your purchase is the one published on the day you paid, and the date at the top of this page tells you when it last changed.