Return & Refund Policy

Last Updated: 19/09/2026

At Melmount Electrical & Electronics (melmount.co.ke), customer satisfaction is our priority. If you receive a product that is defective, damaged, or does not match what you ordered, we offer a straightforward return and exchange process in accordance with Kenyan e-commerce standards and consumer protection laws.

1. Eligibility for Returns & Return Windows

You may request a return within 7 days from the date of delivery or collection from our physical store (Haki Business Centre, Price Road, Nairobi, 2nd Floor, Shop 325).

An item is eligible for return if it meets any of the following conditions:

  • Defective or Malfunctioning: The item fails to operate properly upon setup or first use (hardware fault, dead-on-arrival).

  • Damaged on Arrival: Physical damage or missing accessories identified immediately upon opening the package.

  • Wrong Item Delivered: The delivered item differs from the specifications, color, or model ordered.

  • Counterfeit / Non-Genuine Item: Proof that the item received is non-genuine or fake.

2. Requirements for a Valid Return

To ensure your return is accepted for inspection and processing, the item must meet the following criteria:

  • Original Condition: The item must be unused, in its original factory packaging, with all security seals, tags, and protective films intact.

  • Complete Package: All original accessories, manuals, cables, remote controls, free gifts, and warranty cards must be returned in the box.

  • Proof of Purchase: You must present the valid invoice, order number, or receipt issued by Melmount Electrical & Electronics.

  • No User Damage: Returns will not be accepted if the fault is due to power surges, liquid damage, physical drops, improper installation, or uncertified modifications.

Note on Change of Mind: Due to the nature of electrical fittings and sensitive electronic components, returns based solely on a “change of mind” are only permitted if the factory seal remains completely unopened and unbroken.

3. Return Process

1.Initiate Return Request:Within 7 days of delivery.

Contact our customer support team immediately via phone or WhatsApp at +254 721 318 832 or +254 797 436 663, or send an email through our website contact form. Provide your order number, details of the issue, and photos/videos of the defect or damage.

2.Drop-off or Ship Item:Store location or courier.

Bring the item directly to our store at Haki Business Centre, Price Road, Nairobi, 2nd Floor, Shop 325, or send it via an agreed courier service.

3.Quality Check & Verification:1-2 business days.

Our technical team will inspect the returned product to confirm the reported issue and ensure all original components are present.

4.Resolution Issued:Replacement, Repair, or Refund.

Once approved, we will issue a replacement, conduct a warranty repair, or process a refund depending on stock availability and customer preference.

4. Refund Methods & Timelines

Once your return passes quality inspection and is approved for a refund:

Refund Channel Processing Time Details
M-Pesa 24–48 Hours Refunded directly to the phone number used during checkout.
Store Credit / Exchange Instant Voucher code or direct product swap of equal value.
Bank Transfer 3–5 Business Days Transferred to your provided Kenyan bank account details.

Delivery fees incurred during the original purchase are non-refundable unless the return is due to a wrong or defective product sent by Melmount.

5. Contact Us for Returns

For any questions, updates, or assistance regarding returns and refunds, please reach out directly:

  • Store Address: Haki Business Centre, Price Road, Nairobi, 2nd Floor, Shop 325

  • Phone / WhatsApp: +254 721 318 832 / +254 797 436 663

  • Website: https://melmount.co.ke/