At QapuMart, customer satisfaction is important to us, and we strive to ensure that every customer receives the right product in good condition. However, we understand that there may be situations where a return or exchange request is necessary. This may happen if an item is delivered incorrectly, arrives damaged, has a defect, or does not reasonably match what was expected. Our Returns and Exchanges Policy is designed to provide a fair and practical process for handling such cases.

Customers are encouraged to inspect their order as soon as it is received. If there is an issue with the product, it is important to notify us as early as possible. Prompt communication allows us to review the matter quickly and guide you on the next appropriate steps. To support the review process, customers may be asked to provide the order number, the product name, a brief explanation of the issue, and photos where necessary.

A return or exchange may be considered where the customer receives the wrong item, where the product has a confirmed defect, or where a genuine issue is identified soon after delivery. For the process to move smoothly, the item should preferably be kept in its original condition, together with any packaging, accessories, manuals, or proof of purchase that came with it.

Please note that returns or exchanges may not be accepted in some situations, such as where the item has been damaged after delivery through misuse, handling errors, unauthorized repair, missing parts, or tampering. Because electronics can be sensitive and condition-dependent, each request is reviewed carefully.

Our goal is to handle return and exchange requests fairly while protecting both the customer experience and product integrity. We encourage customers to contact us first before attempting to send back any item.

To request support, please contact:

Phone / WhatsApp: +254722745703
Email: Info@qapumart.com