Refund and Returns Policy

Last updated: 19 October 2026

Every machine PokeTech sells is bench-tested before it leaves our Nairobi workshop, so dead-on-arrival surprises are rare. When something is still wrong, this page explains exactly what you can return, how to do it, and when your money comes back.

• 7 days to reportTell us within 7 days of delivery or pickup if an item is faulty, wrong or not as described.
• Tested, then resolvedWe bench-test every return. Confirmed faults are replaced, repaired or refunded.
• Refunds in 7 working daysApproved refunds go back the way you paid: M-Pesa, card or bank.

What you can return

• An item that arrives dead, faulty or damaged.
• An item different from what you ordered or from how it was described.
• An item missing advertised parts or accessories.

Report it within 7 days of delivery or pickup, with your order number, receipt or M-Pesa confirmation. Return the item complete, with its accessories, cables and packaging.

What we cannot take back

• Consumables that have been opened or used, such as thermal paper rolls.
• Damage caused after delivery: drops, liquids, power surges or unauthorised repairs.
• Software and licences once activated.
• Items returned without proof of purchase.

Changed your mind? Talk to us first on WhatsApp. Unused items in their original packaging can usually be exchanged or credited, confirmed case by case.

How to return an item

1. Contact us. WhatsApp or call +254 112 987 378 with your order number and photos or a short video of the problem.
2. Send or bring it in. Drop it at Superior Towers, 2nd Floor, Shop H32, Moi Avenue, Nairobi, or courier it back. We cover the courier for confirmed faults; you cover it for change-of-mind returns.
3. We bench-test it. Our technicians confirm the fault within 3 working days of receiving the item.
4. You choose the outcome. Replacement, repair or refund for confirmed faults. Refunds reach you within 7 working days of approval.

After 7 days: your warranty

Every machine carries a hardware warranty that is stated before you pay. Faults that appear after the 7-day return window are handled under that warranty as a repair or replacement rather than a refund. Warranty work is done at our Moi Avenue workshop.

How refunds are paid

• M-Pesa: sent back to the number that paid.
• Card: reversed to the same card; your bank may take a few extra days to post it.
• Bank transfer: returned to the paying account.