Returns & Refund Policy
Return & Exchange Policy – TCL Kenya
24-Hour Return Grace Period
Customers are eligible for a return or exchange within 24 hours of delivery if the product is faulty, damaged, dysfunctional, or not as described.
Returns based on change of preference (e.g., wishing to purchase a different product or choosing another store) are not accepted. Some items cannot be resold as new once opened or unsealed; therefore, such cases do not qualify for returns.
A valid reason must be provided for any return or exchange request, supported by evidence where necessary.
After 24 Hours
Once the 24-hour return window has passed, return requests cannot be accepted.
However, products remain covered by the TCL 2-Year Warranty, meaning they may be forwarded to an authorized service center for inspection and repair according to warranty terms.
Preparing Your Item for Return
For a return, refund, or exchange to be processed successfully:
The item must be in the same condition in which it was delivered
It must include all original packaging, manuals, accessories, tags, and any free items provided
Sealed products cannot be returned if opened or tampered with
A replacement will only be issued after TCL staff inspect and approve the returned item.
Return Eligibility Criteria
Returns or exchanges may be approved if:
The product delivered is not the one ordered
The product does not match its description on tcl-kenya.com
The item is faulty, damaged, or not functioning at the time of delivery
Submitting a Return from Outside Nairobi & Kiambu
Customers outside Nairobi and Kiambu counties may send eligible returns through a trusted courier service to our designated service point.
Please contact TCL Kenya Customer Support for guidance and the correct address before shipping any item.