At Kattason Enterprise, we want you to be completely satisfied with your purchase. Whether you bought a smartphone, smartwatch, or a pair of earbuds, we understand that sometimes a product might not be exactly what you expected.

That is why we offer a hassle-free 14-Day Free Return Policy for eligible items, giving you peace of mind with every purchase.

1. Eligibility for Returns

To qualify for a return and full refund or exchange within the 60-day window, the following conditions must be met:

  • Condition of the Item: The item must be unused, in the exact same condition that you received it, and completely free from physical damage (e.g., scratches, dents, or water damage).

  • Original Packaging: The product must be in its original, unopened packaging with all manufacturer seals, tags, accessories, and manuals intact.

  • Proof of Purchase: You must provide the original receipt, order confirmation email, or proof of payment.

2. Defective, Damaged, or Incorrect Items

If you receive a product that is defective out of the box, damaged during delivery, or different from what you ordered, please contact us within 48 hours of receiving your order.

  • We will arrange for a free return or exchange.

  • Once the defect or error is verified by our technical team, you can choose to receive a replacement device of the exact model or a full refund.

  • Note: Any defects discovered after our 60-day return window will be covered under the official manufacturer’s warranty (see Section 6 below).

3. Non-Returnable Items

For hygiene, security, and licensing reasons, the following items cannot be returned unless they are dead-on-arrival (defective out of the box):

  • In-ear audio products (e.g., earbuds) that have been opened and worn.

  • Screen protectors or phone cases that have been applied or unpacked.

  • Products with missing serial numbers, altered IMEI numbers, or broken warranty seals.

  • Software, downloadable products, or gift cards.

4. How to Initiate a Return

Returning an item to Kattason Enterprise is simple:

  1. Contact Us: Reach out to our customer support team via phone (0714 548 987) or email (kattasonenterpriseltd@gmail.com) to request a return. Please provide your order number and the reason for the return.

  2. Pack the Item: Safely pack the item in its original packaging, ensuring all accessories and manuals are included.

  3. Drop-off or Collection:

    • Nairobi Customers: You can drop off the item at our physical store at the Luthuli Complex Building.

    • Outside Nairobi: Our support team will guide you on how to send the item back to us using our approved courier partners.

5. The Refund Process

Once we receive your returned item, our technical team will inspect it to ensure it meets our return conditions.

  • Approval: We will notify you via email or SMS once your return is approved.

  • Processing Time: Approved refunds will be processed within 3 to 5 business days.

  • Refund Method: Refunds will be credited back to your original method of payment. If you paid via M-Pesa, the funds will be reversed to the same M-Pesa number. If you paid via credit/debit card, it may take your bank an additional few days to reflect the funds in your account.

6. Manufacturer Warranties

Because we sell authentic, original electronics, most devices (Apple, Samsung, Tecno, Infinix, Oraimo, etc.) come with a standard manufacturer’s warranty (usually 12 to 24 months).

If your device develops a fault after the 60-day Kattason return window, you are fully protected by the brand’s warranty. You can take the device to an authorized service center (such as the Carlcare Service center located in our building) for free repairs. Our team is always happy to help point you in the right direction!

7. Need Help?

If you have any questions regarding our return process or a specific product, do not hesitate to contact us:

Kattason Enterprise

  • Location: Luthuli Complex Building (Tecno Carlcare Service Building, Luthuli Avenue), Nairobi, Kenya

  • Hotline (24/7): 0714 548 987

  • Email: kattasonenterpriseltd@gmail.com