Shipping & Return
Shipping and Return Policy
Thank you for visiting and shopping at SmartHub Kenya. The following are the terms and conditions that constitute our Shipping and Return Policy.
Domestic Shipping Policy
Shipment Processing Time
All orders are processed within 1-3 business days. Orders are also shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.
Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout as 7% of the total purchase amount, which includes insurance coverage for the shipment.
| Shipment Method | Estimated Delivery Time | Shipment Cost |
|---|---|---|
| Standard Shipping Rates | 10-14 business days | 7% of Total Purchase (including insurance) |
Kindly note that shipping costs are based on the total amount of your order and will be updated accordingly at checkout. Delivery delays can occasionally occur due to unavoidable circumstances. You will be advised when such occasions arise.
Shipment to P.O. Boxes or APO/FPO Addresses
SmartHub Kenya ships to addresses and locations within Kenya only. We do not ship to P.O. boxes but to specific locations agreed upon by the client (e.g., Apartment, House No., Petrol Stations, Eateries, etc.).
Shipment Confirmation & Order Tracking
You will receive an Order Confirmation immediately after making your order and a Shipment Confirmation email once your order has shipped.
Customs, Duties, and Taxes
SmartHub Kenya is not responsible for any customs or taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (e.g., tariffs, taxes, etc.).
Damages
SmartHub Kenya is not liable for any products damaged or lost during shipping. However, the shipping cost includes insurance that covers the repair of any damaged goods during transit. If you receive your order damaged, please contact us immediately. Please save all packaging materials and damaged goods before filing a claim.
Non-Receipt of Items
In cases where a customer claims they did not receive their phone from the shipper, a thorough investigation will be conducted. A replacement will only be considered after a comprehensive investigation has been completed to confirm that the item was not delivered.
Returns Policy
We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us at info@smarthubkenya.com with details of the product and the defect.
You can send the item you consider defective by contacting us or visiting us in our warehouse with details of the product and the defect.
Upon receipt of the returned product, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a refund or a replacement due to the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.
Exchanges
We only exchange goods if they are defective or damaged. In circumstances where you consider that a product is defective, you should promptly contact us or visit us in our warehouse with details of the product and the defect.
Upon receipt of the returned product, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a replacement due to the defect. If you are eligible, we will send you a replacement product.
Refunds
Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.