At Urban Appliances, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, we offer a hassle-free refund and returns policy. Please review the following guidelines to understand our refund and returns process:

Refund Eligibility:

To be eligible for a refund, the item must be returned in its original condition, unused, and in its original packaging.
Refunds will be issued for the purchase price of the item(s) returned, excluding any shipping fees or additional charges.
Refunds will be processed to the original payment method used for the purchase.

Returns Procedure:

Initiate Return: To initiate a return, please contact our customer service team within 72hrs of receiving your order. You can reach us via email at [email protected] or by phone at
Phone number: +254700380334.
Provide Details: Please provide your order number and details about the item(s) you wish to return, including the reason for the return.
Return Authorization: Once your return request is approved, we will provide you with a Return Authorization (RA) number and instructions on how to return the item(s) to us.
Packaging: Pack the item(s) securely in their original packaging, ensuring that all accessories and documentation are included.
Shipping: You are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure that your return reaches us safely.
Inspection: Upon receiving your returned item(s), our team will inspect them to ensure they meet the eligibility criteria for a refund.

Refund Processing:

Once your return is received and inspected, we will process your refund within 72 hours.
Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for the refund to appear in your account, depending on your financial institution’s processing time.

Non-Refundable Items:

Certain items are not eligible for return or refund, including:
- Items that have been used, damaged, or altered
- Items without their original packaging or accessories
- Special order or customized items
We reserve the right to refuse returns or deduct a restocking fee for items that do not meet our return criteria.

Damaged or Defective Items:

If you receive a damaged or defective item, please contact us immediately. We will arrange for a replacement or refund, depending on the availability of the product and your preference.

Contact Us: If you have any questions or concerns about our refund and returns policy, please don’t hesitate to contact our customer service team. We’re here to assist you and ensure that you have a positive shopping experience with Urban Appliances.

Last Updated: 3/18/2024