Shipping and Return Policy
Thank you for visiting and shopping at Ropem Phones. The following terms and conditions constitute our Shipping and Return Policy.
Domestic Shipping Policy
Shipment processing time
All orders within Nairobi are processed and delivered within 1 hour. Orders outside Nairobi are processed and delivered within 24 hours. We also offer shipping and delivery on weekends and holidays.
If we are experiencing a high volume of orders, there may be a delay in processing and shipping. Please allow extra days for delivery. In case of significant shipment delays, we will notify you via email or phone.
Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout. Shipping costs may vary from time to time, and the updated rates will always be available on the checkout page. Delivery delays can occasionally occur due to unforeseen circumstances. We will notify you in case of such events.
Shipment to P.O. boxes or APO/FPO addresses
Ropem Phones ships to addresses and locations within Kenya only. We do not ship to P.O. boxes. However, we deliver to specific locations as agreed upon with the client, such as apartment complexes, house numbers, petrol stations, eateries, etc.
Shipment confirmation & Order tracking
You will receive an Order Confirmation immediately after placing your order and a Shipment Confirmation email once your order has been dispatched.
Customs, Duties, and Taxes
Ropem Phones is not responsible for any customs, duties, or taxes applied to your order. All fees incurred during or after shipping (tariffs, taxes, etc.) are the customer's responsibility.
Damages
Ropem Phones is not liable for products damaged or lost during shipping. If your order arrives damaged, please contact us immediately.
Please save all packaging materials and damaged goods for claims.
Returns Policy
We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us at info@ropemphones.co.ke with details of the product and the defect.
You may return the defective item to us by contacting or visiting our warehouse with the product details and proof of the defect.
Upon receipt of the returned product, we will thoroughly examine it and notify you via email, within a reasonable timeframe, whether you are eligible for a refund or a replacement due to the defect. If eligible, we will either replace the product or refund the purchase price via the original payment method.
Exchanges
We only exchange items if they are defective or damaged. If you believe a product is defective, promptly contact us or visit our warehouse with the product details and the defect.
Upon receipt of the returned product, we will fully assess it and notify you via email within a reasonable period whether you are entitled to a replacement due to the defect. If eligible, a replacement product will be sent to you.
Refunds do not include shipping and handling charges shown on the packaging slip or invoice. All return shipping charges must be prepaid and insured by the customer. You are responsible for any damage or loss of the product during return shipping. We do not guarantee the receipt of your returned item. Shipping and handling charges are non-refundable. Any refund amounts will not include the cost of shipping.
