Last Updated: December 31, 2025

At Gadget Drive, we are committed to your total satisfaction. We understand that in the world of high-tech electronics and sophisticated gadgets, things don’t always go exactly as planned. Whether it’s a technical glitch right out of the box, a shipping error, or a simple change of heart, we have established this comprehensive Return and Refund Policy to ensure that your experience with us remains positive, transparent, and fair.

This policy applies to all purchases made through our website, Gadget Drive, or directly through our headquarters in P.O BOX 182-40109 SONDU, KERICHO. By making a purchase with Gadget Drive, you agree to the terms outlined below.

1. The Core Philosophy of Our Returns Process

We believe that a return is not the end of a customer relationship, but an opportunity to prove our commitment to service. Our goal is to handle every return with the same speed and technical expertise that we apply to our sales. We operate out of Kericho with a nationwide reach, and we have tailored our logistics to make the return process as painless as possible for our customers across Kenya.

2. Eligibility for Returns: What is Covered?

To be eligible for a return, your item must meet specific criteria depending on the reason for the return.

2.1 Dead on Arrival (DOA) or Manufacturing Defects

If you receive a product that is non-functional or has a manufacturing defect right out of the box, you are eligible for an immediate replacement or full refund.

Notification Period: You must notify us within 48 hours of delivery.
Evidence: We require a clear description of the fault, supported by photos or a short video sent to our WhatsApp at +254 748 185449.
Verification: Our technical team in Sondu will verify the defect upon return. If the defect is confirmed, we will cover all shipping costs for the replacement.

2.2 Wrong Item Delivered

If the item you received does not match the description on your order (wrong model, color, or specifications):

Notification Period: 48 hours.
Condition: The item must be unused, in its original, unopened packaging, with all seals intact.
Resolution: We will swap the item for the correct one at no additional cost to you.

2.3 Change of Mind (Non-Defective Returns)

We understand that sometimes a gadget isn’t exactly what you expected. In such cases:

Window: 7 calendar days from the date of delivery.
Condition: The item MUST be in “as new” condition—unopened, unused, in original packaging with all accessories, manuals, and free gifts included. If the factory seal is broken, we may apply a restocking fee or reject the return at our discretion.
Costs: The customer is responsible for the return shipping costs to our Kericho warehouse.

3. Items That Cannot Be Returned

To maintain hygiene standards and protect the integrity of digital products, the following are non-returnable:

Opened Software or Licenses: Once a scratch-off code is revealed or a digital key is sent, it cannot be returned.
In-Ear Headphones (Earbuds): For hygiene reasons, these cannot be returned once the packaging is opened.
Custom-Built PCs: Machines built to specific custom specifications are non-returnable unless defective.
Wearable Technology: Smartwatches or fitness trackers that show signs of skin contact or long-term wear.
Items Damaged by Misuse: This includes water damage, physical screen breakage, or electrical surges caused by non-recommended power supplies.

4. The Return Procedure: Step-by-Step

We have streamlined our return process to ensure it is documented and trackable.

Step 1: Initiate the Request

Contact us via email at support@gadgetdrive.co.ke or call +254 748 185449. Provide your Order ID and the reason for the return. Do not send products back without prior authorization; unauthorized returns may be rejected.

Step 2: Technical Pre-Screening

One of our technicians will reach out to you. In many cases, “defects” are actually software configuration issues that can be resolved remotely. If we cannot resolve it, we will issue a Return Merchandise Authorization (RMA) number.

Step 3: Packaging Your Return

Pack the item securely. You are responsible for the item until it reaches us. We strongly recommend using a reputable courier service with tracking and insurance. Use the original shipping box if possible. Include a copy of your receipt or the RMA form inside the package.

Step 4: Shipping Address

All returns must be shipped to our central hub:

Gadget Drive

P.O BOX 182-40109 SONDU, KERICHO

Step 5: Inspection and Verification

Once received, our team in Kericho will inspect the item. This process typically takes 2–4 business days. We check for serial number matches, signs of physical damage, and the reported technical fault.

5. Refund Policy and Timelines

Once your return is approved, we will initiate the refund process.

5.1 Refund Methods

We aim to refund you through the same method used for payment:

M-Pesa: Usually processed within 24 hours of approval.
Bank Transfer: May take 3–5 business days depending on your bank’s processing time.
Store Credit: Issued instantly as a digital voucher for use on https://gadgetdrive.co.ke.

5.2 Partial Refunds

In some instances, only partial refunds are granted:

Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
Any item that is returned more than 15 days after delivery (if we choose to accept it at all).
Items where the original manufacturer’s seal has been broken, necessitating a 15% restocking fee.

6. Warranty Claims Post-Return Window

If your item develops a fault after the initial 7-day return window but within the manufacturer’s warranty period:

Gadget Drive will assist you in facilitating the warranty claim with the manufacturer’s authorized service center in Kenya.
Standard warranty usually covers labor and parts for manufacturing defects but excludes software issues, physical damage, and battery degradation over time.
Turnaround times for warranty repairs depend on the manufacturer and can range from 1 to 4 weeks.

7. International Returns (Outside Kenya)

At this time, Gadget Drive primarily serves the Kenyan market. If you have purchased a product and taken it outside of Kenya, you are responsible for the costs and logistics of returning it to Sondu, Kericho for any service or return request. Furthermore, international shipping costs and customs duties are non-refundable.

8. Cancellation of Orders

You can cancel your order for a full refund at any time before it has been dispatched from our warehouse. Once the shipping label has been created and the package handed to the courier, the “Change of Mind” return policy applies, and any outgoing shipping costs incurred by Gadget Drive will be deducted from your refund.

9. Disputes and Resolution

We strive for fairness. If you feel that your return request was unfairly rejected or your refund was calculated incorrectly, please escalate the matter by emailing our management at support@gadgetdrive.co.ke with the subject “Return Policy Dispute”. We will review the case within 48 hours and provide a final determination.

10. Contact Information for Returns

For all inquiries related to this policy, please reach us through:

Customer Support Email: support@gadgetdrive.co.ke
Direct Phone/WhatsApp: +254 748 185449
Postal Address: P.O BOX 182-40109 SONDU, KERICHO