Effective Date: 13th December 2025

At Vertex Gadgets, we are committed to providing a transparent, reliable, and professional shopping experience. This policy outlines our delivery, return, refund, exchange, and warranty terms.

1. Delivery Policy

1.1 Delivery Options

Standard Delivery
Orders are delivered within 1–5 business days after payment confirmation. Delivery fees apply.

Same-Day Delivery
Same-day delivery is available for orders within Nairobi placed before 3:00 PM during business hours. Availability is subject to confirmation. Delivery fees apply.

1.2 Business Hours

Orders are processed during business hours:
Monday to Saturday, 9:00 AM – 6:00 PM, excluding public holidays.

1.3 Delivery Charges

Delivery charges are calculated based on the delivery location and are clearly displayed at checkout before payment is completed.

1.4 Delivery Locations

We deliver across Kenya.

Regional cross-border delivery to neighbouring countries such as Uganda, Tanzania, and South Sudan may be available on request, subject to courier availability, customs requirements, and applicable charges.

Customers must contact us before placing an order to confirm availability, delivery timelines, and costs. Delivery timelines for cross-border orders may vary due to customs and regulatory processes.

1.5 Order Processing Time

• Orders are typically processed within 1 business day after payment confirmation.
• Orders placed within Nairobi that qualify for same-day delivery may be processed immediately during business hours.
• Orders placed outside business hours, on weekends, or on public holidays will be processed on the next business day.

1.6 Order Tracking

Where applicable, customers will receive a tracking number via SMS or email once the order has been dispatched.

1.7 Delayed, Failed, or Lost Deliveries

• Delivery timelines are estimates and may be affected by courier delays, weather conditions, or unforeseen circumstances.
• If a delivery attempt fails due to incorrect address details, customer unavailability, or refusal to accept the order, the customer may be required to pay an additional delivery fee for re-dispatch.
• For delayed or lost deliveries, customers should contact us at 0758 132 723 or info@vertexgadgets.co.ke for assistance.

2. Returns & Refund Policy

2.1 Grounds for Returns

Returns are accepted only under the following circumstances:

• The product is defective on delivery
• The product was damaged during transit
• An incorrect item was supplied by Vertex Gadgets
• A duplicate order occurred due to a verified payment or system error

Products ordered incorrectly by the customer are not eligible for refunds but may qualify for an exchange, subject to the conditions outlined below.

All return or exchange requests must be made within 7 days of delivery, with defects or delivery damage reported within 24 hours.

2.2 Conditions for Approved Returns or Exchanges

To qualify:

• The product must be in its original packaging
• All accessories, manuals, and seals must be intact
• The product must be unused, unopened, and not activated
• Valid proof of purchase must be provided

2.3 Non-Returnable Items and Exclusions

Returns or refunds will not be accepted for:

• Change of mind
• Products that have been opened, activated, installed, used, altered, or tampered with
• Compatibility issues discovered after opening
• Software, digital products, or perishable items
• Price changes, promotions, discounts, or better offers available after purchase (whether from Vertex Gadgets or other sellers)

Incorrect orders placed by the customer are not eligible for refunds and may only qualify for an exchange if the product is unused, unopened, and returned in its original packaging.

2.4 Return & Exchange Process

To initiate an eligible return or exchange:

1. Contact us via info@vertexgadgets.co.ke or 0758 132 723
2. Provide your order number and reason for return or exchange
3. Follow the instructions provided by our team
4. Securely package and return the product

All returns and exchanges are subject to inspection and approval before processing.

Return shipping costs are covered by Vertex Gadgets only where the return is due to our error or a verified defect on delivery.

2.5 Inspection and Refunds

• Returned items are inspected upon receipt
• Approved refunds are processed within 7 business days
• Refunds are issued using the original payment method
• Delivery fees are non-refundable, unless the return results from an error by Vertex Gadgets
• Refund reflection time may vary depending on the payment provider or bank

2.6 Damaged, Defective, or Incorrect Items on Delivery

If you receive a damaged, defective, or incorrect product:

• Notify us within 24 hours of delivery
• Provide clear photos or videos where requested
• Once verified, we will offer a replacement or full refund, including delivery charges

3. Exchanges

Vertex Gadgets does not offer general exchanges.

However, an exchange may be permitted where a customer has ordered the wrong product, provided that:

• The product is unused, unopened, and in its original packaging
• The request is made within 7 days of delivery
• The customer covers all delivery costs, including return and re-dispatch
• Any price difference between products is paid before dispatch

Exchanges are subject to product availability and verification.
Refunds are not provided for incorrect orders placed by the customer.

4. Warranty Policy

All products are covered by the manufacturer’s warranty, where applicable.

• Warranty claims are handled strictly under manufacturer terms
• Warranty issues do not qualify for refunds or returns
• Warranty does not cover physical damage, misuse, or unauthorized repairs

5. Contact Information

Vertex Gadgets
📞 Phone: 0758 132 723
📧 Email: info@vertexgadgets.co.ke