At Jemtrac.co.ke, we want customers to shop with confidence. This Return Policy explains how returns, exchanges, and refunds are handled for orders placed on our website.
Return Country
This return policy applies to orders delivered within Kenya.
Return Window
Customers may request a return within 7 days from the date the order is delivered.
Return requests made after 7 days may not be accepted unless required by applicable consumer protection law or approved by Jemtrac.co.ke after review.
Eligible Products for Return
We accept returns for both defective and non-defective products, provided the product meets the conditions below:
The product must be new, unused, unopened where applicable, and in its original packaging.
The product must include all accessories, manuals, tags, labels, gifts, and any items that were delivered with it.
The customer must provide proof of purchase, such as an order number, receipt, payment confirmation, or invoice.
Defective, Damaged, or Wrong Items
If a product is defective, damaged during delivery, incomplete, or different from what was ordered, the customer should contact Jemtrac.co.ke as soon as possible and within the 7-day return window.
After review, Jemtrac.co.ke may offer a replacement, exchange, repair, store credit, or refund depending on the issue and product availability.
Non-Defective Returns
Customers may also request a return for non-defective products within 7 days, provided the product is unused, in new condition, and in its original packaging.
Non-defective returns may be rejected if the product has been used, damaged, altered, installed, opened where hygiene or safety applies, or returned without its original packaging and accessories.
Exchanges
Jemtrac.co.ke accepts exchanges within 7 days of delivery, subject to product condition, stock availability, and approval after inspection.
If the replacement item is not available, Jemtrac.co.ke may offer an alternative product, store credit, or refund where applicable.
Return Method
Approved returns may be handled through one of the following methods:
In-store return, where the customer brings the approved item to the return location provided by Jemtrac.co.ke.
Drop-off return, where the customer delivers the approved item to a return point confirmed by Jemtrac.co.ke.
Customers must contact Jemtrac.co.ke before returning any item. Items returned without approval may not be accepted.
Return Fees
Jemtrac.co.ke does not charge a restocking fee for approved returns.
For defective, damaged, wrong, or incomplete items, Jemtrac.co.ke may cover the reasonable return cost after confirming the issue.
For non-defective returns, the customer may be responsible for any delivery, transport, or return cost unless Jemtrac.co.ke confirms otherwise in writing.
Refunds
Refunds are processed after the returned item has been received, inspected, and approved.
Approved refunds are normally processed within 7 days after return approval.
Refunds may be sent through the original payment method or another agreed payment method, depending on how the order was paid.
Delivery fees may not be refundable for non-defective returns unless required by law or agreed by Jemtrac.co.ke.
Items That May Not Be Accepted for Return
Returns may not be accepted for:
Products used, damaged, altered, installed, or missing original packaging.
Products missing accessories, manuals, labels, tags, or delivered items.
Items returned after the 7-day return window.
Products marked as final sale, clearance, custom-made, personalised, or special order, where clearly stated before purchase.
Products that cannot be returned for hygiene, safety, or product integrity reasons once opened or used.
How to Request a Return
To request a return, contact Jemtrac.co.ke using the contact details provided on our website.
Please include:
Order number
Customer name
Phone number or email address
Reason for return
Photos or videos where the item is damaged, defective, wrong, or incomplete
Jemtrac.co.ke will review the request and provide return instructions where the return is approved.
Contact
For return, exchange, or refund support, please contact Jemtrac.co.ke through the contact details provided on our website.