Return and Refund Policy
At Pricewise, we want to ensure a transparent and straightforward experience if you need to return a purchase. Please read our policy below regarding eligibility, timelines, and procedures for returns and refunds.
1. General Return Eligibility
We will gladly offer a refund or store credit for goods returned within a reasonable timeframe—generally three (3) days from the date of purchase. To qualify for a general return, items must meet the following conditions:
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The goods must be in their original, unaltered condition.
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The items must be in their original packaging, with all outer boxes and inner packaging completely intact.
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The product must be the current version and not a discontinued model.
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Exclusions: General returns do not apply to special orders, hardware, peripherals, clearance items, or items sold and delivered as sealed. For sealed items, the standard manufacturer warranty applies.
Note: If an item does not meet the criteria above for a standard return, we will make our best effort to arrange an exchange with the manufacturer or accept the goods back for resale where possible.
2. Important Timelines & Credit Notes
The type of remedy available depends heavily on how quickly the item is returned to us:
| Timeframe | Policy Details |
| Within 24 Hours | Manufacturing Defects: The return period for any product that is defective due to manufacturing defaults is strictly 24 hours from the date of sale. |
| Within 48 Hours | Full Credit Note: A credit note for the full purchase price may be issued, provided the goods are in their original packaging (including all manuals & software) and are in a completely resalable condition. |
| Days 3 to 5 | Delayed Returns: Credit notes may still be issued for qualifying goods returned after 48 hours but within five (5) days of purchase. |
| After 3 Days | No Standard Credit: No standard credit or general return processing will be issued at all if the return is initiated more than 3 days after purchase (excluding qualifying extended warranty claims). |
3. Packaging & Handling Requirements
We enforce strict packaging guidelines to protect the integrity of our inventory:
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Goods must be returned in the exact packaging in which they were received.
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Both the outer boxes and inner packaging structural supports must be entirely intact.
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Handling Fee: Any items returned that are not correctly or securely packaged will attract a minimum 15% handling charge.
4. How to Initiate a Return
Required Documentation
You must present your original invoice or proof of purchase with all returns. No return or exchange process can be initiated without it.
Returns Within Nairobi
Customers within Nairobi can return items directly to our drop-off location or coordinate with our team for standard verification.
Returns Outside Nairobi
If you are located outside Nairobi, please do not dispatch the item back to us without notice. You must communicate with the Pricewise team first so we can facilitate, advise on, and coordinate the logistical return process safely.
5. Contact Us
If you need to check your item’s eligibility or start a return, reach out to our team immediately:
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Website: Pricewise.co.ke
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Email: returns@pricewise.co.ke
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Phone/WhatsApp: