Our Policy
Refund and Returns Policy
Terms and Conditions
Dear Customer, please review the following T&Cs applicable to laptop purchases at Fafan Tech Computers.
VAT:
- This is not a tax invoice. A tax invoice will be generated upon payment.
- Prices listed are VAT exclusive.
Delivery Schedules
- Payment: Clients outside Nairobi and its immediate environs must pay upfront before shipping.
- Pay on Delivery: Available only within Nairobi and its immediate environs.
- Same-Day Delivery: Available for Nairobi orders placed before 3:00 PM.
- Next-Day Delivery: Available countrywide.
- Public Holiday Cut-Off: Orders on public holidays must be placed by 2:30 PM for same-day delivery in Nairobi.
Return Policy for Laptops
- Defective Products:
- If a laptop is defective due to a manufacturing fault, you must report it within 24 hours of delivery to be eligible for a return.
- Non-Returnable Items:
- No returns will be accepted for laptops sold in sealed packaging. Manufacturer warranty applies for such items.
- Ex-UK/Refurbished Laptops:
- Refurbished laptops may be returned for servicing if they fail to perform as expected.
- A 6-month warranty applies to refurbished units, with a 1-month warranty on batteries.
- Goods sold in good working condition are non-returnable and non-refundable.
Refund Policy
- Full Refund:
- A full refund will be issued only if no solution is provided after sufficient time has been given for resolution.
- Refunds are applicable for products that are defective upon delivery (upfront payment only).
- Refund Communication:
- Defects must be reported within 12 hours of delivery to be eligible for a refund.
- No refunds will be provided if the item was delivered by a rider and confirmed to be working upon delivery.
- New Laptops:
- No refunds will be processed for new laptops beyond 12 hours after delivery. Manufacturer warranty applies thereafter.
Warranty Information
Manufacturer Warranty
- For laptops covered by a manufacturer’s warranty, Fafan Tech Computers is not liable if the manufacturer fails to honor the warranty.
- Clients must take their laptops to the authorized warranty center in Nairobi with a receipt for quicker service. Directions will be provided if needed.
Dealership Warranty
- Laptops with a dealership warranty do not have a valid East African manufacturer warranty, as they are intended for other regions.
- A 1-year dealership warranty applies, covering parts like keyboards and batteries, subject to the conditions below:
- 1-month warranty on parts like keyboards and batteries.
- This warranty does not cover damaged parts due to electricity surges or user mishandling.
Ex-UK/Refurbished Laptops
- A 3-month warranty is provided on refurbished laptops. This covers the motherboard and excludes other parts.
- A 1-month warranty is provided for parts like the battery and keyboard. No warranty for software issues or parts beyond this period.
- Refurbished laptop battery life is guaranteed for a minimum of 1.5 hours, but this may vary based on the laptop type and usage.
Accessories/Parts on Sold Units
- Chargers:
- Warranty valid for 1 month.
- Screens:
- No warranty is provided on screens once tested and confirmed to be working, either at the shop or upon delivery.
- Keyboards and Batteries:
- Keyboards and batteries have a 1-month warranty, but this excludes cases of liquid damage.
- Hard Drives:
- 1-month warranty on internal hard drives. No warranty is provided on external hard drives after delivery or shop testing.
Warranty Exclusions
The warranty does not cover:
- Physical damage
- Liquid damage
- Faults caused by electrical surges or user mishandling
Prices
- Prices listed on the Fafan Tech Computers website and at our physical branches are subject to change without prior notice based on stock availability, running offers, and other factors. We ensure that clients receive the best deals possible.
After-Sale Service
- Installation and Setup:
- After-sale services such as installation can be provided upon request and may incur additional charges for setups taking more than an hour.
- 1 year of free after-sale support is available, including pickup and drop-off services by our delivery team.
- Delivery and Setup Assistance:
- Our trained delivery team can assist with setting up your laptop during delivery.
N/B: By proceeding with your purchase, you acknowledge that you have read and accepted the T&Cs outlined above.