iStreet Kenya: Exchange & Return Refund Policy

Thank you for shopping at iStreet Kenya. We strive to ensure you are completely satisfied with your purchase. Please read this policy carefully to understand your rights and obligations regarding exchanges and returns.

1. Eligibility Period
You have 7 (Seven) calendar days from the date of receiving your iPhone to initiate a return or exchange request for eligible items.

2. Conditions for Return/Exchange
To be eligible for a return or exchange, your item must be unused, in the same pristine condition that you received it, and must be in the original packaging with all original accessories, manuals, and protective materials included. The device must not have any scratches, dents, or any signs of wear and tear.

  • The iPhone must not be activated or linked to an Apple ID/iCloud account.
  • The original sales invoice/ receipt from iStreet Kenya is mandatory.
  • All security seals and packaging must be intact.

3. Non-Returnable Items
Certain items cannot be returned or exchanged for hygienic and security reasons unless they are defective or damaged upon arrival:

  • Software, DVDs, and other licensed media that have been opened.
  • Products that are damaged due to customer misuse.
  • iPhones with cracked screens, liquid damage, or any other physical damage.
  • Items not purchased from iStreet Kenya.

4. Return Methods
You can return your eligible product using one of the following methods:

  • In-Store: Bring the item(s) along with the original invoice to any iStreet Kenya retail location. Our staff will verify the product’s condition and process your request.
  • At a Drop-Off Location: You may return the item to an authorized iStreet drop-off location. Please ensure you get a receipt or proof of drop-off. Note: The return process will only begin once the product is received and verified at our main service center.

5. Restocking Fee
Due to the nature of electronic products, a restocking fee of 30% of the product’s purchase price will be applied to all approved returns that are not due to a defect or error on our part. This fee covers the costs associated with unpacking, testing, repackaging, and the resultant devaluation of the product as a new item.

6. Refunds (If Applicable)
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment (e.g., credit/debit card, M-Pesa, bank transfer).

Refund Processing Time: Please allow up to 30 days for the refund amount to be credited back to your account, depending on your card issuer’s or bank’s processing times. The refunded amount will be the purchase price minus the 30% restocking fee.

7. Exchanges (If Applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at [insert email, e.g., support@istreet.co.ke] or visit one of our stores.

8. Return Shipping Costs
If you choose to use a drop-off location, the customer is responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable.

9. Contact Us
If you have any questions about how to return your item to us, please contact our customer service team.

This policy is effective as of 5th August, 2025. iStreet Kenya reserves the right to modify this Return and Refund Policy at any time.
Currency: All transactions and refunds under this policy are processed in Kenya Shillings (KES).