Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
TCL Kenya ensures a seamless shopping experience with 1–2 hour fast delivery and a convenient Pay on Delivery option for customers within Nairobi and Kiambu counties.
For customers outside these counties, upfront payment may be required to facilitate delivery, depending on your location and the value of the item.
If you’re within Nairobi or Kiambu county, you’ll get your order in 1-2hr.
If you’re outside these two counties, you will receive your order the following day by 1pm at your nearest G4S office.
A shipping fee is charged based on your location and the weight of the item.
Yes. All TCL TVs, home appliances and electronics purchased in Kenya come with a 2-year warranty, giving you confidence in product quality and after-sales support.
You can shop directly from our website or contact our sales team on phone/WhatsApp for quick assistance and order processing.
If you need to swap an item
We offer a 24-hour return or exchange window for products that are faulty, damaged, malfunctioning, or not as described at the time of delivery. To qualify, the product must be returned in its original condition with all packaging and accessories.
Please note that returns based solely on a change of preference—such as choosing to purchase a different model or buying elsewhere—are not accepted. Once certain products have been opened or unsealed, they can no longer be resold as new.
A valid reason is required for any return or exchange request, ensuring fairness and product integrity for all customers.
For a return, refund, or exchange to be approved, the product must be in the same condition as delivered. It should be repacked in its original packaging, including all accessories, manuals, tags, and any complimentary items provided. Products that were originally sealed cannot be returned if the seal has been broken.
Replacements will only be processed after the returned item has been inspected and verified by our team to ensure it has not been altered or tampered with.
If you’re outside Nairobi and wish to return a product, send it back through G4S address it as below.
To: TCL Kenya
Number: 0705 885 885
Location: Kimathi St, Norwich House, 4th floor, Suite 13, CBD Nairobi
TCL offers professional installation support for eligible products such as TVs and air conditioners. This might be charged separately and our team will guide you during purchase.
We have authorized service centers and technicians across Kenya. Warranty claims and support can be requested through our customer care channels.