TCL Online Kenya’s Refund and Returns Policy

At TCL Online Kenya, we are committed to ensuring you are completely satisfied with your premium TCL appliances and electronics. If you are not entirely satisfied with your purchase, we are here to help.

7-Day Return Window

We offer a comprehensive 7-day return and refund policy. You have exactly 7 business days from the date you received your item at your location to initiate a return or exchange. Note: “The 7-day return timeframe is calculated based on standard business days, which excludes Sundays and official public holidays.”

Eligibility for Returns

To be eligible for a return or exchange, your item must meet the following criteria:

  • Condition: The product must be unused, uninstalled, and in the exact same condition that you received it.

  • Original Packaging: The item must be securely packed in its original, undamaged packaging, complete with all included accessories, remotes, manuals, and warranty cards.

  • Proof of Purchase: A valid receipt, order confirmation, or proof of purchase from www.tcl-online.co.ke must be provided.

  • Defective or Damaged Goods: If your TV, soundbar, fridge, air conditioner, or washing machine arrives damaged or with a manufacturing defect, please report it immediately to our delivery personnel before completing the Pay-on-Delivery transaction, or contact our support team on the same day.

Non-Returnable Items

The following items are exempt from being returned:

  • Products that have been used, altered, scratched, or physically damaged by the customer after successful delivery.

  • Items missing their original packaging, styrofoam inserts, or accessories.

  • Items where the factory seal or serial number has been tampered with.

How to Initiate a Return

  1. Contact Support: Reach out to our customer service team within the 7-day window to report the issue and request a return authorization. (Contact us via; Call/Whatsapp: 0704 595 677 or Email: support@tcl-online.co.ke)

  2. Provide Details: Include your order number, a clear description of the issue, and photographs or short videos if the item is physically damaged or defective.

  3. Logistics Coordination: Because we operate a digital-first storefront to bypass showroom queues and limit in-store traffic, you do not need to travel to a physical location. Our logistics team will coordinate with you to arrange a prompt pickup of the item directly from your home or office.

Inspection and Refunds

Once our technical team retrieves and inspects your returned item, we will notify you of the status of your refund.

  • If your return is approved, we will immediately initiate the refund process.

  • Because our primary business model utilizes secure Pay-on-Delivery, approved refunds will be processed via direct mobile money transfer or bank transfer to the purchasing customer.

Exchanges and Replacements

If your TCL product is defective or damaged upon delivery, we prioritize rapid exchanges over standard refunds so you can enjoy your appliances without delay. We will replace the faulty unit with a brand new, identical model. Leveraging our fast fulfillment network, replacement units are typically dispatched with same-day delivery within Nairobi and next-day delivery for locations outside Nairobi.

Return Shipping Costs

  • Defective/Incorrect Items: TCL Online Kenya covers all return pickup and shipping costs if the return is due to a factory defect, transit damage, or an error on our part.

  • Change of Mind: If you request a return for an undamaged and functioning item due to a change of mind, you will be responsible for the return logistics costs. This fee will be deducted directly from your final refund amount.