Effective Date: 12/12/2025
Business Name: Universal Global Ventures
Website: www.universalglobalventures.com
Location: Nairobi, Kenya
At Universal Global Ventures, we value our customers and are committed to providing high-quality electronic devices and excellent service. This Refund and Returns Policy outlines the conditions under which products may be returned, exchanged, or refunded in compliance with the laws of Kenya, including the Consumer Protection Act, 2012.
1. Eligibility for Returns
You may return a product if:
- The item is defective or damaged upon delivery
- The wrong product was delivered
- The product has manufacturing faults
- The item is unused, in original condition, and in original packaging
Returns must be initiated within 48 hours of delivery for defective items and 7 days for non-defective items.
2. Non-Returnable / Non-Refundable Items
The following items are not eligible for return or refund, unless proven defective:
- Used or physically damaged items by the customer
- Products without original packaging or accessories
- Scratched screens, broken ports, water-damaged devices
- Damage caused by unauthorized repair or misuse
- Software issues introduced after purchase
- Clearance or promotional items marked “Final Sale”
3. Return Process
To initiate a return:
- Contact our support team via:
- Phone: +254 718 596685
- Email: info@universalglobalventures.com
- Provide:
- Order number / receipt
- Description of the issue
- Photos or video proof (for damaged/defective items)
- Once approved, return the item to our store or designated return address.
Important: Items returned without prior approval may not be accepted.
4. Inspection & Verification
All returned items will be inspected by our technical team to confirm the fault or eligibility. This process may take 1–3 business days.
If the claim is approved, we will proceed with either:
- Replacement
- Store credit
- Refund
5. Refunds
- Approved refunds will be processed within 3–7 business days
- Refunds are issued via:
- M-Pesa
- Bank transfer
- Original mode of payment
Processing time may vary depending on your bank or mobile money provider.
6. Exchanges & Replacements
- Exchanges are subject to stock availability
- If the same product is unavailable, you may choose:
- A similar product of equal value
- Store credit
- A full refund
7. Return Shipping Costs
- If the return is due to our error or a defective product, we cover the return shipping cost.
- If the return is due to customer preference, the customer bears all return shipping costs.
8. Warranty Claims
Products covered under manufacturer warranty will be handled according to the brand’s warranty terms. Warranty does not cover:
- Physical damage
- Liquid damage
- Power surges
- Unauthorized repairs
Warranty claims may require service at an authorized service center.
9. Order Cancellations
- Orders may be cancelled before dispatch for a full refund.
- Orders cancelled after dispatch will be treated as a return and shipping fees may be deducted.
10. In-Store Purchases
Refunds for in-store purchases are only accepted for:
- Defective products verified by our technicians
- Same-day reporting is required
No refunds for change of mind on in-store purchases.
11. Customer Responsibilities
Customers must:
- Inspect products immediately upon delivery
- Report issues within the stated return period
- Ensure safe packaging when returning items
12. Fraud Prevention
We reserve the right to:
- Refuse suspicious or fraudulent return requests
- Blacklist customers who abuse return policies
13. Policy Amendments
Universal Global Ventures reserves the right to modify this policy at any time without prior notice. Changes will be posted on this page.
14. Contact Information
For all return and refund inquiries:
Universal Global Ventures
📞 Phone: +254 718 596685
📧 Email: info@universalglobalventures.com
📍 Location: Nairobi, Kenya
🌐 Website: www.universalglobalventures.com