Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at dklaptops1@gmail.com. Please note that returns will need to be sent to the following address: Dklaptops,Benjoe house,4th floor,shop C9,Tsavo road,Nairobi.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at dklaptops1@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at dklaptops1@gmail.com.
At DK Laptops, we ensure every machine is tested and "ready-to-work" before it reaches you. To maintain our competitive prices and high standards, we operate under the following return guidelines:
1. 7-Day Testing Period
We offer a 7-day return and exchange window from the date of delivery or pickup. This period is intended for you to verify that the hardware is functioning exactly as described.
2. Exchange & Repair Policy
If your laptop develops a technical hardware fault within the first 7 days:
Technical Diagnostic: Our technicians will perform a quick assessment to confirm the issue.
Resolution: We will first attempt to repair the unit or provide a direct exchange for the same model. If that model is out of stock, you may choose a different unit of equal value.
3. Refund Policy (Dead on Arrival Only)
Please note that we do not offer cash refunds except in the specific case of Dead on Arrival (DOA).
What is DOA? A unit that fails to power on or has a critical hardware failure immediately upon unboxing.
Condition: DOA claims must be reported within 24 hours of receipt. Once confirmed by our team, a full refund will be issued via your original payment method.
Change of Mind: We do not offer refunds or exchanges for "change of mind" or if you decide you no longer want the specific model after purchase.
4. Eligibility Requirements
To qualify for a return or exchange, the following must be met:
The laptop must be in its original condition with no physical damage or scratches.
All DK Laptops warranty seals must be intact and untampered with.
The item must be returned with all original accessories (chargers, cables, etc.).
5. How to Start a Return
If you encounter an issue, contact us immediately:
WhatsApp/Call: 0718009021
Shop Location: Benjoe house C9, Tsavo road, Nairobi.
Note: Customers outside Nairobi are responsible for shipping the unit back to our office for assessment.