Returns & Refunds

An eligible purchase may be presented for return within 7 days of delivery or in-store purchase. The product must be unused, complete, and accompanied by proof of purchase.

• The request reaches us within 7 days of purchase or confirmed delivery.
• The device is in its original condition, without scratches, dents, liquid exposure, or other damage.
• Original packaging, inserts, cables, adapters, documentation, and bundled accessories are included.
• The receipt, order confirmation, or payment reference is available.
• Serial numbers and identifying labels remain intact and readable.

• Activated or iCloud-locked devices, or devices enrolled into a carrier arrangement.
• Products damaged after collection or delivery, including accidental and liquid damage.
• Software, downloads, gift cards, customised products, and confirmed special orders.
• Products missing packaging or supplied accessories, unless Prime Tech confirms otherwise.
• Items expressly marked clearance, final sale, or non-returnable before purchase.

1. Contact Prime Tech: share your order reference and the reason for the request.
2. Get return approval: our team confirms eligibility and issues return instructions.
3. Prepare the product: pack the item securely with its original contents.
4. Deliver the item: return it to our Nairobi store or use the agreed collection method.
5. Inspection: we normally assess received products within 1–2 business days.

• Approved refunds are normally initiated within 5–7 business days after inspection.
• Funds are returned through the original payment route where possible.
• Bank, card, or mobile-money processing times may extend beyond our initiation date.
• Delivery charges are not refundable unless Prime Tech supplied the wrong item or the item arrived defective.

An eligible product may be exchanged for another colour, storage option, or model when stock is available. You will pay any increase in price; where the replacement costs less, the balance will be handled using the applicable refund method.

A fault reported after the 7-day return period is handled under the warranty applicable to that product. Coverage may be provided by Apple or another stated warranty provider and remains subject to diagnosis and their terms.

Read the warranty section of our Terms & Conditions for exclusions and support routes.

Have the product and proof of purchase ready when contacting our team.

We may update this policy to reflect changes to our operations or legal obligations. The version shown at the top applies from its stated date.