Refund & Return Policy

1. Eligibility for Returns

You may return most items within 7 days of delivery, provided they meet the following conditions:

• Item is in its original, unused condition.
• Original packaging, accessories, manuals, and warranty cards are included.
• Item has not been damaged through misuse or negligence.
• You have the original receipt or order confirmation.

2. Non-Returnable Items

The following items cannot be returned:

• Software, digital products, and licence keys once activated or downloaded.
• Consumable products (ink cartridges, batteries, cables) once opened.
• Items damaged by the customer after delivery.
• Products explicitly marked as "Final Sale" at the time of purchase.
• Hygiene products (earphones, headsets) once the seal is broken.

3. Defective or Wrong Items

If you receive a defective, damaged, or wrong item, contact us within 48 hours of delivery. We will arrange a free collection and either replace the item or issue a full refund — including the original delivery fee. Please take photos of the item and packaging before contacting us.

4. How to Initiate a Return

1. Contact us at support@guavastores.com or via WhatsApp with your order number and reason for return.
2. We will review your request and respond within 1 business day.
3. If approved, we will provide return instructions — either a collection arrangement or drop-off address.
4. Pack the item securely in its original packaging and include all accessories.
5. Once we receive and inspect the item, we will process your refund or replacement.

5. Refund Methods

Refunds are issued to the original payment method:

• M-Pesa: Refunded to your M-Pesa account within 5–7 business days after approval.
• Card payments: Reversed to your card within 5–10 business days (depending on your bank).
• Cash on Delivery: Refunded via M-Pesa to the phone number used at checkout.

6. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs. For defective, damaged, or incorrectly delivered items, GUAVASTORES covers the return shipping cost.

7. Warranty Claims

Products covered by a manufacturer's warranty should be taken to an authorised service centre after the 7-day return window. We can assist you in locating the nearest service centre for your product. Contact us for guidance.

8. Contact Us

For returns or refund enquiries, reach us at support@guavastores.com or see our About page for WhatsApp and phone contacts.