Refund policy

At Epitome Office Solutions, we value your satisfaction. If you’re not completely happy with your purchase, we offer a clear, fair, and transparent return and refund process—fully aligned with Kenya’s Consumer Protection Act and Google Merchant Center policies. No funny business. No disappearing acts.

Eligibility for Returns

You may return an item within 14 days of delivery provided all the following conditions are met:

  • The item is unused, unopened, and in its original packaging

  • The product is in resalable condition

  • The return request is initiated within 14 days of receiving the product

  • The product is not:

    • A clearance item

    • A consumable (e.g. opened toner or ink cartridges)

    • A customized or special-order item

Returns that fall outside this window or do not meet these conditions may not be accepted.

Non-Returnable Items

We do not accept returns for:

  • Used, damaged, or altered items

  • Opened consumables (toners, inks, drums), unless defective

  • Products marked “Final Sale” or “Clearance”

  • Software, licenses, or activation keys

  • Items returned after 14 days without prior approval

Refund Process

Once your return is approved and received, refunds are processed within 5–7 business days via the original payment method:

  • ✅ M-Pesa

  • ✅ Bank Transfer (where applicable)

  • ✅ Store Credit (upon request)

📨 You will receive confirmation via email or SMS once your refund has been initiated.

Exchanges

We offer like-for-like exchanges under the following circumstances:

  • The item is defective, dead on arrival (DOA), or incorrectly delivered

  • You notify us within 48 hours of delivery

  • The item is returned in its original condition and packaging

If a replacement is unavailable, you may choose:

  • A different product of equal value, or

  • A full refund

How to Request a Return or Refund

To initiate a return or refund request:

Email us at epitomeoffice@gmail.com

Call or WhatsApp +254 797 964 549

Please include:

  • Your order number

  • Product name

  • Reason for return

Wait for approval and return instructions before sending any item.

Unapproved returns will not be processed.

Return Shipping Costs

  • If the return is due to our error (wrong, damaged, or defective item), we cover the return shipping cost

  • If the return is due to a change of mind, the customer bears the return shipping cost

Damaged or Defective Products

If your order arrives damaged or faulty:

  • Notify us within 48 hours of delivery

  • Share clear photos or videos showing the issue

  • We will arrange a replacement or full refund at no extra cost

Our Commitment

We operate in full compliance with:

  • Kenya’s Consumer Protection Act

  • Google Merchant Center transparency and buyer-protection policies

Our promise is simple: fair rules, clear communication, and zero games.

Questions or Clarifications?

If anything is unclear, reach out—we’re human, not a ticketing system.

epitomeoffice@gmail.com
+254 797 964 549