TCL Brandshop
Address: Anniversary Towers 1st Floor, Nairobi, Kenya
Phone: 0707 934 244
info@tclbrandshop.ke
Our Promise To you
At TCL Brandshop, we want every customer to feel confident when shopping with us. If there is ever a problem with your order, we are committed to resolving it quickly, fairly and professionally.
This return and refund policy applies to purchases made on tclbrandshop.ke. Returns, refunds, and replacements are available for customers in Kenya only unless otherwise stated.
1. Returns Policy
Eligibility for Returns
You may request a return if:
- You received the wrong product
- The product arrived damaged
- The product is defective upon arrival
- The product does not match the website description
Returns must be requested within 14 days of delivery.
Products must be:
- Unused
- In original packaging
- With all accessories, manuals and warranty cards
A return request outside this timeframe may not be accepted.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for:
- Opened or used appliances
- Items damaged due to misuse
- Items not in the original packaging
- Products without proof of purchase
Return Approval Process
Once you contact us:
- We verify your claim
- We inspect the product where needed
- We approve or deny the request based on eligibility
- We provide next steps
Return approval can take 14 working days.
2. Refund Policy
Refund Methods
Refunds are issued through:
- MPesa
- Bank transfer
- Replacement of the product
Refund method must match the payment method used.
Shipping, delivery and installation fees are not refundable.
Refunds may be denied if:
- Product is no longer in sellable condition
- Product shows signs of use, damage, or tampering
- Packaging or accessories are missing
3. Replacement Policy
We will offer a replacement if:
- The product is defective on arrival
- The product is damaged in transit
- You received a different item from what you ordered
Replacement is subject to product availability.
If a replacement is not available, a refund may be issued instead.
4. Warranty Policy
Manufacturer Warranty Coverage
All TCL products sold by TCL Brandshop are covered by a manufacturer warranty.
Warranty includes:
- Technical faults
- Mechanical faults
- Component failures
Warranty does not cover:
- User damage
- Water damage
- Cosmetic damage
- Electrical surges
- Mishandling
Warranty Duration
Warranty periods vary by product category.
Example:
- TVs: 1 Year
- Appliances: 1 Year
- Accessories: 6 Months
Exact warranty duration is stated on each product page and warranty card.
How Warranty Claims Work
- Customer contacts us with issue details
- Product is inspected by an authorized service center
- Repair is performed under warranty
- If repair is not possible → replacement may be arranged by manufacturer
Warranty repairs are handled only through authorized TCL service centres.
TCL Brandshop does not perform repairs directly.
5. Contact Information for Returns & Warranty
If you need assistance, please contact our support team:
📞 Phone: 0707 934 244
📧 Email: info@tclbrandshop.ke
Address: Anniversary Towers 1st Floor, Nairobi, Kenya
Working hours: Monday – Saturday, 9:00am – 6:00pm
We are here to help.
Our policies are designed to ensure transparency, fairness and customer satisfaction. If you ever have questions about returns, refunds or warranty, please reach out — we are always happy to assist.