Return & Refund Policy

Last Updated: August 30, 2026

At TV Place Kenya, we are committed to providing our customers with quality televisions and excellent service. We understand that issues may occasionally arise with a purchase, and we have established this Return & Refund Policy to explain how returns, exchanges, refunds, and warranty-related matters are handled.

By purchasing from TV Place Kenya, you agree to the terms outlined below.

1. Eligibility for Returns

Returns may be accepted where:

  • The TV received is damaged, defective, or faulty upon delivery.
  • You received a different product or model from the one you ordered.
  • The product received is missing essential accessories or components that were included with the original purchase.
  • The product has a manufacturing defect that is covered under the applicable warranty.

For the best chance of resolving an issue quickly, customers should inspect the TV and its packaging immediately upon delivery.

2. Damaged Products

If your TV arrives damaged, please notify TV Place Kenya as soon as possible after delivery.

Where possible:

  1. Do not install or use the damaged TV.
  2. Keep the original packaging, box, protective materials, accessories, and documentation.
  3. Take clear photographs or videos showing the damage and packaging.
  4. Contact us with your order details and evidence of the damage.

Our team will assess the issue and advise you on the appropriate next step, which may include replacement, repair, or another suitable resolution.

3. Wrong Product Delivered

If you receive a TV that is different from the product you ordered, please contact us immediately.

We will verify the order and, where the error is confirmed, arrange for the appropriate resolution. Customers should not incur additional costs for returning a product that was incorrectly supplied by TV Place Kenya.

4. Faulty or Defective TVs

If your TV develops a fault, please contact us before attempting any repair or modification.

Depending on the nature of the fault and the applicable warranty, the product may be:

  • Inspected and repaired;
  • Replaced where applicable; or
  • Handled in accordance with the manufacturer’s warranty terms.

Unauthorized repairs, modifications, physical damage, electrical damage, or damage caused by improper installation or use may affect warranty eligibility.

5. Change of Mind / Unwanted Purchases

Because televisions are electronic products and may be specially handled, returns based solely on a change of mind are subject to TV Place Kenya’s approval.

A change-of-mind return may only be considered where:

  • The product has not been used or installed;
  • The TV is in its original condition;
  • The original packaging is intact;
  • All accessories, manuals, remote controls, stands, cables, and other components are included; and
  • The product has not been damaged.

Any applicable return, transportation, inspection, restocking, or other costs may be deducted from the refund where applicable.

6. Products That Cannot Be Returned

A return may be rejected where the product:

  • Has been installed or misused and does not qualify for a return;
  • Has physical damage caused after delivery;
  • Has a cracked or broken screen caused by the customer;
  • Has been modified or repaired by an unauthorized person;
  • Is missing important accessories or components;
  • Is returned without the original packaging where the packaging is required for safe handling; or
  • Has damage resulting from improper installation, voltage fluctuations, power surges, misuse, accidents, negligence, or failure to follow manufacturer instructions.

This does not affect your rights where the product is genuinely defective or otherwise covered by an applicable warranty or consumer protection law.

7. Refunds

Where a refund is approved, TV Place Kenya will communicate the refund process and applicable amount to the customer. Our refunds are processed within 7 days.

Refunds may be subject to the condition of the returned product and the reason for the return.

Where a product is confirmed to have been supplied incorrectly or is covered by an approved defect/return claim, TV Place Kenya will provide the appropriate resolution in accordance with the circumstances of the case.

Refund processing times may vary depending on the payment method used.

8. Exchanges and Replacements

Where appropriate, TV Place Kenya may offer a replacement or exchange instead of a refund.

Replacement availability will depend on stock and the specific product involved.

If the exact model is unavailable, we will communicate the available options before proceeding.

9. Warranty

Many televisions sold by TV Place Kenya may be covered by a manufacturer’s or supplier’s warranty.

Warranty coverage, duration, and conditions vary depending on the brand and model.

Warranty claims are subject to the applicable manufacturer’s warranty terms and conditions.

Warranty coverage generally does not include damage caused by:

  • Accidents or physical impact;
  • Cracked screens;
  • Water or liquid damage;
  • Power surges or electrical faults;
  • Improper installation;
  • Unauthorized repairs or modifications;
  • Misuse or negligence; or
  • Normal wear and tear.

Customers should contact TV Place Kenya for assistance in determining the appropriate warranty procedure for their particular product.

10. Installation

Customers are encouraged to ensure that TVs are installed correctly and in a suitable location.

Where professional installation is recommended or required, customers should use an appropriately qualified installer.

TV Place Kenya may not be responsible for damage resulting from improper installation, mounting, wiring, electrical connections, or use of unsuitable mounting equipment.

11. Return Transportation

Return Transportation & Return Window

The responsibility for transportation costs for a returned product will depend on the reason for the return.

Where the return is due to an error by TV Place Kenya or an approved product defect, TV Place Kenya will advise the customer on the appropriate return arrangements.

For approved change-of-mind returns, the customer will be responsible for a return transportation and handling fee of Ksh 1,000.

All eligible change-of-mind returns must be made within 7 days of the date of purchase or delivery and the product must meet the conditions outlined in this Return & Refund Policy.

Customers should not send or deliver any product for return without first contacting TV Place Kenya and receiving confirmation and return instructions.

12. How to Request a Return

How to Request a Return

To request a return, exchange, replacement, or warranty assessment, please provide the following information:

  • Your full name;
  • Order number or proof of purchase;
  • Product name and model;
  • Date of purchase;
  • A brief description of the issue; and
  • Clear photographs or videos, where applicable.

Once your request has been approved, you may return the product to our store or to an agreed-upon drop-off location. Please contact us before returning any product so that we can provide the appropriate return instructions.

Contact

TV Place Kenya

Email: sales@tvplacekenya.co.ke

Website: tvplacekenya.co.ke

Our team will review your request and advise you on the next steps.

13. Inspection of Returned Products

Returned products may be inspected before a return, exchange, replacement, or refund is approved.

The inspection may include checking:

  • The condition of the TV;
  • The screen and body;
  • Serial number;
  • Accessories;
  • Original packaging;
  • Signs of installation or use; and
  • The nature and cause of the reported fault or damage.

A return or refund is not considered approved until the inspection and review have been completed.

14. Fraudulent or Abusive Returns

TV Place Kenya reserves the right to refuse a return, refund, exchange, or warranty claim where there is reasonable evidence of fraud, misuse of the return policy, product substitution, intentional damage, or other abuse.

15. Consumer Rights

This Return & Refund Policy is intended to explain our standard procedures and does not remove or limit any rights that a customer may have under applicable Kenyan consumer protection laws.

Where applicable law provides a customer with rights that are more favourable than this policy, those legal rights will apply.

16. Changes to This Policy

TV Place Kenya reserves the right to update or amend this Return & Refund Policy from time to time.

Any changes will be published on this page with an updated revision date.

17. Contact Us

If you have any questions regarding returns, refunds, exchanges, or warranty claims, please contact:

TV Place Kenya
Email: sales@tvplacekenya.co.ke
Website: www.tvplacekenya.co.ke

We are committed to handling customer concerns fairly and helping you get the best possible resolution.