🔁 Return & Refund Policy

Thank you for shopping at Firewall Solutions Kenya! 🛒
We’re glad you chose us and are committed to ensuring your satisfaction with every product you buy. Please take a moment to read our return and refund guidelines below.

By placing an order with us, you agree to the terms outlined here, along with our 🔒 Privacy Policy.

📦 1. Returns & Refunds Overview

At Firewall Solutions Kenya, we prioritize quality. ✅
Every item is carefully inspected and packed to avoid any issues during delivery. However, if something goes wrong:

🔹 Returns must follow the category-specific conditions.
🔹 Items should be returned in their original condition, including:

  • 📦 Packaging

  • 🏷️ Price tags

  • 📘 User manuals

  • 🎫 Warranty cards

  • 🔌 Accessories
    🔹 Refunds are processed only after the returned product is received and verified.
    🔹 Processing time: ⏳ A few business days.

🚫 2. Out-of-Stock or Cancelled Orders

Sometimes we may face stock or inventory issues. If your order is canceled:

🛑 You’ll be notified immediately.
💳 Online payments (not Cash on Delivery) will be fully refunded.
📦 We are not liable for damages during transit — although every package is shipped with care.

🛍️ 3. Replacement & Return by Category

🔌 Consumer Electronics

(Cameras, computer components, peripherals, networking devices, speakers, software, etc.)

📅 7-Day Free Replacement — If the item is damaged or incorrect on delivery.

📋 Return Requirements:

  • Original packaging and all accompaniments (manuals, tags, warranty, etc.)

  • Contact the seller or brand-authorized service center for device-related issues.

💻 Laptops, Mobiles, Tablets & Accessories

(Chargers, sleeves, audio/video gear, cables, etc.)

📅 7-Day Free Replacement — Same terms as above apply.

🎮 Games & Software

🚫 Strictly No Refunds or Exchanges for:

  • Opened software/games with broken or tampered seals 🔓

  • System incompatibility or age restriction issues ⚠️

  • Damage from misuse or system errors ❌

  • Online-authenticated games once opened (considered activated) 🌐

🔁 Faulty software may be tested and exchanged for the same title if found defective.

🚚 4. Shipping Costs

📦 All return shipping costs must be covered by the customer, even if the original order had free shipping.

💸 Shipping fees are non-refundable.

📉 5. Product Availability

⚠️ Due to high demand or supply issues, availability may be limited.

Firewall Solutions Kenya reserves the right to:

  • 🔄 Modify available quantities anytime

  • ❌ Cancel confirmed orders (you’ll be fully refunded in such cases)

✅ 6. Consent

By using our services, creating an account, or placing an order, you consent to this policy and its terms.

🛠️ 7. Updates to This Policy

🔁 We may update this policy from time to time. Any changes will be clearly posted here.

📌 Continued use of our services = agreement with the latest version.
If you disagree, you may delete your account or contact us.

📞 8. Contact Us

Need help? Let’s talk! We’re always happy to assist you. 😊

📧 Email: info@firewall.co.ke
📱 Call: 0115 854 792
💬 WhatsApp: 0115 854 792