Refund policy

Effective Date: 6 March 2026  |  Last Updated: 7 May 2026

 

This policy applies to printers.ke, operated by Inklight Printers Limited (trading as “Printers KE”), a company registered in the Republic of Kenya.

 

At Printers KE, your satisfaction matters to us. We are committed to providing high-quality copiers, printers, toner cartridges, and consumables alongside a transparent and fair after-sales experience. This policy explains how we handle returns, exchanges, and refunds so you can shop with confidence.

This policy is designed in accordance with the Consumer Protection Act, 2012 of Kenya, the Sale of Goods Act, and applicable e-commerce regulations.

 

1. Return Eligibility

We accept returns submitted within 14 days of confirmed delivery, provided all of the following conditions are met:

•         The item is unused and in its original, sealed packaging.

•         The product has not been installed, modified, or tampered with.

•         The return request is lodged within 14 days of the delivery date.

•         The item is not excluded under the Non-Returnable Items section below.

Returns submitted after 14 days, or items that do not meet the above conditions, may not be accepted. Please contact us before sending anything back.

 

2. Non-Returnable Items

The following products are not eligible for return:

•         Opened or used toner cartridges, ink cartridges, or any other consumables.

•         Items that have been installed, used, or show signs of wear.

•         Products marked as “Final Sale”, “Clearance”, or “Non-Returnable” at the time of purchase.

•         Software licences, activation codes, or digital product keys.

•         Customised or special-order equipment procured specifically for the customer.

•         Items returned without prior written approval from Printers KE.

 

3. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 2 business days. Approved refunds are processed within 5 to 7 business days and will be issued via your original payment method. Available refund channels include:

•         M-Pesa

•         Bank transfer

•         Store credit (on request)

You will receive an email or SMS confirmation once your refund has been initiated. Processing times may vary depending on your bank or mobile money provider.

 

4. Exchanges

We facilitate like-for-like exchanges in the following circumstances:

•         The item arrived defective or dead on arrival (DOA).

•         An incorrect product was delivered.

•         The item sustained damage in transit.

To qualify, you must notify us within 48 hours of delivery and return the item in its original condition and packaging. If the exact replacement is unavailable, we will offer an equivalent alternative or a full refund.

 

5. Damaged or Defective Products

If your order arrives damaged or faulty, please take the following steps:

1.       Report the issue to us within 48 hours of delivery.

2.       Provide your order number and a brief description of the fault.

3.       Attach clear photographs or a short video showing the damage or defect.

4.       Await our response — we aim to reply within 1 business day.

Verified damage or defects will be resolved through a free replacement or full refund, at no additional cost to you.

 

6. How to Request a Return or Refund

To initiate a return or refund, please follow these steps:

1.       Contact us by email at jambo@printers.ke or by phone / WhatsApp on +254 729 000 222.

2.       Provide your order number, the product name, and your reason for the return.

3.       Await written approval and return instructions from our team.

4.       Package the item securely and ship it to the address we provide.

Please wait for written approval before shipping returns. We cannot process or return unauthorised shipments.

 

7. Return Shipping

Who covers return shipping costs depends on the reason for the return:

•         Defective, damaged, or incorrectly delivered items — Printers KE covers all return shipping costs.

•         Change of mind or buyer-initiated returns — the customer is responsible for return shipping costs.

We recommend using a tracked shipping service for all returns. Printers KE is not liable for items lost or damaged during return transit.

 

8. Our Commitment

We believe in honest, straightforward service. Our goal is to resolve every issue quickly and fairly, in line with the Consumer Protection Act, 2012 of Kenya.

 

Contact Us

Inklight Printers Limited (trading as Printers KE)

1st Floor, Nation Centre, Kimathi Street, Nairobi, Kenya

Phone / WhatsApp: +254 729 000 222

Email: jambo@printers.ke

Website: https://printers.ke