Return & Refund Policy

Effective Date: July 11, 2026

Thank you for shopping with Monitor Store Kenya. We are committed to supplying genuine, brand-new, factory-sealed computer monitors from trusted manufacturers. Your satisfaction is important to us, and this Return & Refund Policy explains how returns, replacements, refunds, and warranty claims are handled.

This policy applies to all purchases made through https://monitorstoreke.com.

1. Our Commitment

Every monitor sold by Monitor Store Kenya is:

  • Brand new and factory sealed
  • Genuine and sourced from authorized suppliers
  • Covered by a 12-Month Manufacturer Warranty
  • Thoroughly inspected before dispatch or collection

We do not sell refurbished, used, ex-display, or open-box monitors.

2. Return Eligibility

You may request a return within 7 calendar days from the date you receive your order if:

  • You received the wrong monitor model.
  • Your order arrived damaged during delivery.
  • The monitor has a confirmed manufacturing defect upon arrival.
  • The product delivered does not match your confirmed order.

All return requests must be submitted before returning the product.

3. Conditions for Accepted Returns

To qualify for a return, the monitor must:

  • Be in its original factory-sealed packaging where applicable.
  • Be free from physical damage caused after delivery.
  • Include all accessories, cables, manuals, warranty documents, and packaging.
  • Include proof of purchase (receipt or invoice).
  • Not have been modified, dismantled, or misused.

Monitor Store Kenya reserves the right to inspect every returned item before approving a refund or replacement.

4. Non-Returnable Items

Returns cannot be accepted where:

  • The customer changes their mind after purchase.
  • The wrong specification, size, or model was selected by the customer.
  • The monitor has been physically damaged after delivery.
  • The product has scratches, cracks, impact damage, liquid damage, or electrical damage caused by improper use.
  • The serial number has been removed or altered.
  • Original packaging or essential accessories are missing.

5. Dead on Arrival (DOA)

If your monitor arrives defective or fails during its first use, please notify us within 48 hours of delivery.

After inspection and verification, we will arrange one of the following:

  • Replacement with the same model (subject to stock availability)
  • Manufacturer warranty service
  • Full refund where replacement is not possible

6. Manufacturer Warranty

All monitors sold by Monitor Store Kenya include a 12-Month Manufacturer Warranty unless otherwise stated on the product page.

The warranty covers genuine manufacturing defects under normal use.

The warranty does not cover:

  • Accidental damage
  • Broken screens
  • Liquid damage
  • Electrical surges
  • Power-related damage
  • Improper installation
  • Unauthorized repairs
  • Physical abuse or misuse

Warranty claims are subject to inspection by the manufacturer or their authorized service centre.

Repair or replacement decisions are made in accordance with the manufacturer’s warranty terms.

7. Refunds

Where a return is approved, refunds will be processed using the original payment method whenever possible.

Approved refunds are generally processed within 5–10 business days after the returned product has been inspected and approved.

Delivery charges are non-refundable unless:

  • We delivered the wrong item.
  • The product arrived damaged.
  • The return is a result of our error.

8. Exchanges

We gladly exchange products where:

  • The wrong monitor was supplied.
  • The monitor is confirmed defective.
  • The replacement is approved under the manufacturer warranty.

If you wish to upgrade to a different monitor model, the returned item must first qualify under this policy. Any price difference must be settled before dispatch of the replacement.

9. Return Shipping

If the return is due to our error or a verified manufacturing defect, Monitor Store Kenya will arrange or reimburse reasonable return shipping costs.

If the return is due to customer error, including ordering the wrong product, the customer is responsible for all return transportation costs.

10. How to Request a Return

Before returning any monitor, please contact our customer support team with:

  • Order Number
  • Full Name
  • Contact Phone Number
  • Description of the issue
  • Photos or videos showing the problem (where applicable)

Please do not return any product without prior approval from our support team.

11. Inspection Process

All returned products undergo inspection to verify:

  • Product condition
  • Serial numbers
  • Packaging completeness
  • Accessories
  • Nature of the reported fault

We reserve the right to decline returns that do not satisfy this policy.

12. Limitation of Liability

Monitor Store Kenya shall not be liable for indirect, incidental, or consequential losses arising from the use or inability to use products purchased from our website.

Our liability is limited to repair, replacement, or refund in accordance with this policy and applicable Kenyan law.

13. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes in our business practices or legal requirements.

The latest version will always be published on https://monitorstoreke.com.

Contact Us

If you have any questions regarding returns, refunds, or warranty claims, please contact us through the contact information provided on our website.

Website: https://monitorstoreke.com