Refunds & Returns Policy – Avidik Ventures

Website: https://avidikventures.co.ke/

Last Updated: 11 October 2026

At Avidik Ventures, customer satisfaction is important to us. We are committed to providing quality printers, photocopiers, toners and cartridges, computers, networking equipment, electronics, accessories, and related technology products.

We understand that circumstances may arise where a customer needs to return a product, request a replacement, or obtain a refund. This policy explains the procedures and conditions for returns, refunds, damaged products, undelivered orders, and warranty claims.

1. Refunds for Damaged or Faulty Products Upon Delivery

If you receive a product that is damaged, defective, or not functioning as expected, please contact our Customer Support team as soon as possible, preferably within 48 hours of delivery.

How to Report an Issue

Phone: +254 790 722 512
Email: sales@avidikventures.co.ke

Please provide:

Your order number
Product name and description
A clear explanation of the damage or fault
Photographs or videos showing the issue, where possible
A copy of your receipt or purchase confirmation

Return Authorization

Our Customer Support team will review your complaint and provide instructions for returning the product where necessary.

Return Shipping

Where a product is confirmed to have been delivered damaged, defective, or incorrectly supplied by Avidik Ventures, we will arrange an appropriate resolution, including reasonable return shipping arrangements where required by applicable law.

Refund or Replacement

Once the returned product has been inspected and the reported issue verified, we will arrange an appropriate remedy, which may include a repair, replacement, or refund.

Approved refunds will generally be made through the original payment method, where possible.

The 48-hour reporting period helps us investigate delivery-related damage promptly. It does not remove any statutory consumer rights that may apply after that period.

2. Refunds for Undelivered Products

If you have paid for an order but have not received your product within 5 business days after the agreed or communicated delivery date, please contact us.

Business days exclude weekends and Kenyan public holidays.

Step 1: Contact Customer Support

Phone: +254 790 722 512
Email: sales@avidikventures.co.ke

Provide your order number, payment confirmation, and relevant delivery details.

Step 2: Order Investigation

Our team will investigate the status of your order, including payment confirmation, dispatch records, courier information, and possible delivery delays.

Step 3: Resolution

Depending on the investigation results, we may:

Arrange expedited delivery
Provide an updated delivery schedule with your agreement
Offer an alternative product with your consent
Process a refund where the order cannot be fulfilled or a refund is otherwise required

Approved refunds will be processed using the original payment method where possible.

3. Returns for Faulty Products Within the Warranty Period

Products purchased from Avidik Ventures may be covered by a manufacturer’s or supplier’s warranty, depending on the product and brand.

Warranty coverage and duration vary by product.

How to Request Warranty Assistance

Contact our Customer Support team with:

Your order number or purchase receipt
Product name and model
Serial number or IMEI, where applicable
Description of the fault
Warranty documentation, if available

Product Assessment

Our team will review the reported issue and advise on the applicable warranty procedure.

Depending on the product, the assessment may be conducted by Avidik Ventures, the manufacturer, or an authorized service centre.

Warranty Resolution

Where a fault is confirmed and covered by the applicable warranty, the available remedies may include:

Product repair
Replacement with the same or an equivalent model
Refund where appropriate

Warranty remedies are subject to applicable warranty conditions and Kenyan consumer protection laws.

Return Shipping

Shipping responsibilities will depend on the nature of the fault, applicable warranty conditions, and legal requirements.

4. Returns for Change of Mind or Incorrect Product Selection

Customers who wish to return a correctly supplied, non-defective product because of a change of mind or incorrect selection should contact us within 7 calendar days of delivery.

Such returns are subject to approval and the following conditions:

The product must be unused and in its original condition.
Original packaging, accessories, manuals, and documentation must be included.
Security seals must remain intact where applicable.
The product must not have been damaged, modified, or improperly handled.
Proof of purchase must be provided.

Approved change-of-mind returns may be eligible for an exchange or store credit, or a refund where expressly agreed.

Return delivery charges for voluntary change-of-mind returns are generally the customer’s responsibility.

This section does not restrict statutory rights relating to faulty, misdescribed, or incorrectly supplied products.

5. Returns for Computers, Laptops, and Other Electronic Devices

Due to the nature of electronic devices, additional inspection and verification procedures may apply.

Before returning a laptop, desktop computer, tablet, or other electronic device, customers should:

Back up important personal files and information.
Remove personal accounts where possible.
Sign out of Google, Apple, Microsoft, and other device-linked accounts.
Disable device tracking or activation locks where appropriate.
Remove SIM cards and memory cards.
Include the original accessories required for the return.
Provide the product’s serial number or IMEI for verification where requested.

Avidik Ventures is not responsible for personal data left on returned devices except to the extent required by applicable law.

Customers are encouraged to back up their information before submitting a device for inspection or warranty service.

Products showing signs of accidental damage, liquid exposure, unauthorized modification, or misuse may be excluded from voluntary returns or certain warranty remedies, subject to applicable consumer rights.

6. Products That May Not Qualify for Change-of-Mind Returns

The following products may be excluded from voluntary change-of-mind returns:

Activated software licenses and digital activation codes
Opened or activated software products
Special-order products purchased specifically for a customer
Customized or personalized products
Products damaged through customer misuse
Items missing essential accessories or components
Products with altered or removed serial numbers
Products that cannot be resold for hygiene or security reasons, where applicable

These exclusions apply to voluntary returns and do not override any remedies required by law for defective, misdescribed, or incorrectly supplied goods.

7. Refund Processing Time

Once a return is received, inspected, and approved, Avidik Ventures aims to initiate the refund within 3 business days.

Refunds will normally be issued through the original payment method, including M-Pesa, bank transfer, or the applicable payment provider.

The time taken for the refunded amount to appear in your account may depend on your bank, mobile money provider, or payment processor.

Customers will be notified once their refund has been initiated.

8. Order Cancellations

Customers may request cancellation before an order has been dispatched.

To request cancellation, contact:

Phone: +254 790 722 512

Email: sales@avidikventures.co.ke

If the order has not been dispatched, we will review the cancellation request and arrange a refund where applicable.

If the order has already been dispatched, the request may be handled under the relevant returns provisions of this policy.

Custom orders and special procurement requests may be subject to additional cancellation conditions disclosed before purchase, without limiting applicable statutory rights.

9. Important Terms and Conditions

Customers should retain original packaging, receipts, invoices, and warranty documentation wherever possible.
All returned products may undergo inspection to verify the reported issue.
Refunds and replacements are subject to verification and applicable consumer protection laws.
Warranty coverage varies depending on the manufacturer, product, and purchase terms.
Avidik Ventures may decline voluntary returns that do not meet the stated eligibility requirements.
Damage caused by misuse, unauthorized repairs, or improper handling may fall outside the manufacturer’s warranty.
Nothing in this policy limits or excludes consumer rights or remedies that cannot lawfully be excluded under Kenyan law.

10. Consumer Protection

Avidik Ventures is committed to fair and transparent business practices in accordance with applicable laws in Kenya, including the Consumer Protection Act, 2012.

Customers may be entitled to remedies where products are defective, do not correspond with their description, or fail to meet applicable legal requirements.

We aim to resolve customer complaints fairly and promptly.

11. Contact Us

For returns, refunds, warranty claims, cancellations, or general order assistance, please contact:

Avidik Ventures