Refund and Returns Policy

REFUND AND RETURNS POLICY

Teqland (Teq Shop) — shop.teqland.co.ke Last Updated: March 2026

Overview

At Teqland, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward return and refund process as outlined below.

1. Return Eligibility

You may return an item within 7 days of the delivery date. To qualify for a return, the following conditions must be met:

  • The item must be returned within 7 days of the date it was delivered to you
  • The item must be in its original condition — unused, unmodified, and undamaged
  • The item must be in its original packaging with all accessories, manuals, and contents included
  • You must provide proof of purchase (order confirmation, receipt, or WhatsApp order record)

2. Non-Returnable Items

The following items are not eligible for return:

  • Items that have been physically damaged after delivery
  • Items showing signs of misuse, tampering, or unauthorised repair
  • Software products that have been activated or installed
  • Items returned after the 7-day window has elapsed
  • Consumables such as ink cartridges that have been opened or used

3. How to Initiate a Return

To start a return, contact us within 7 days of receiving your order through any of the following:

  • WhatsApp: +254 721 981 052
  • Website: shop.teqland.co.ke

Please provide your order details, the item you wish to return, and the reason for the return. Our team will respond within 1 business day with instructions on how to send the item back.

Do not send items back without first contacting us and receiving return authorisation. Unauthorised returns may not be processed.

4. Return Shipping

If the return is due to a fault on our part — such as a defective item, wrong item sent, or item not as described — Teqland will cover the cost of return shipping.

If the return is due to a change of mind or other reason not related to a fault, the customer is responsible for the cost of returning the item to us safely.

We recommend using a trackable shipping method for returns. Teqland is not responsible for items lost in transit during the return process.

5. Inspection and Processing

Once we receive your returned item, our team will inspect it within 1–3 business days. You will be notified of the outcome via WhatsApp or the contact details provided at the time of purchase.

If the return is approved, we will proceed with a refund or exchange as requested. If the item does not meet our return conditions, we will notify you and arrange to send the item back to you.

6. Refunds

Approved refunds will be processed within 3–7 working days of completing the inspection. Refunds will be issued through the original payment method where possible:

  • M-Pesa payments will be refunded to the M-Pesa number used at checkout
  • Bank transfer payments will be refunded to the originating bank account
  • Pay on Delivery orders that qualify for a refund will be settled via M-Pesa

Please note that your bank or mobile money provider may take additional time to reflect the refund in your account. Teqland is not responsible for delays on the part of your payment provider.

7. Exchanges

If you would prefer an exchange rather than a refund, we are happy to arrange this subject to stock availability. Please indicate your preference when initiating the return. If the replacement item is of a higher value, you will be required to pay the difference. If it is of a lower value, the difference will be refunded to you.

8. Defective or Damaged Items

If you receive an item that is defective, damaged, or not as described, please contact us immediately — within 24 hours of delivery where possible. Send us a photo or video of the issue via WhatsApp at +254 721 981 052 so we can assess and resolve the matter promptly.

Defective items will be repaired, replaced, or refunded at our discretion depending on the nature of the fault and stock availability.

9. Warranty Claims

Warranty claims are separate from our return policy. New products carry the manufacturer’s warranty where applicable. Refurbished products carry a limited warranty as specified in the individual product listing.

To make a warranty claim, contact us via WhatsApp with your proof of purchase and a description of the fault. Warranty does not cover physical damage, liquid damage, misuse, or unauthorised modifications.

10. Contact Us

For any questions or concerns about a return or refund, please reach out to us directly:

Business Name: Teqland (Teq Shop) Location: Nairobi, Kenya Phone / WhatsApp: +254721981052 Website: shop.teqland.co.ke Order Tracking: shop.teqland.co.ke/track-your-order/