Return, Refund & Warranty Policy
Effective Date: October 1, 2026 · Last Updated: October 1, 2026
Every device and accessory we supply is backed by clear warranty terms and statutory consumer protections under the Kenya Consumer Protection Act, 2012. This policy explains how returns, repairs, replacements, and refunds work.
Smartphones
1-year warranty, software only — software troubleshooting, reset, or reflash. Hardware faults (cracked screen, camera failure, etc.) are not covered by Nimax's own warranty after the same-day DOA window.
Smartwatches, Audio, Chargers & Accessories
1-week post-delivery testing window. Any fault found during testing gets a 1-to-1 replacement — remedy depends on the extent of the fault.
Dead-on-Arrival (DOA) & Wrong/Faulty-Item Reporting
If your item arrives wrong, damaged, or with a clear defect straight out of the box:
- Reporting Window: Report it the same day you receive the package — this is a firm deadline, not a guideline.
- How to Report: Take a short video and clear photos showing the defect, the item, and the original packaging. Send via WhatsApp or call +254798880065, or email sales@nimax.co.ke, with your order number.
- Resolution: An exchange is provided if the item was confirmed wrong or faulty. Nimax reserves the right to repair a faulty item rather than replace it outright.
- Free delivery for the correction: if the fault was ours (wrong item sent, or a faulty unit), the replacement/return delivery is free — the only circumstance under which delivery is free.
Refund Information
- Refund Method: back to the original payment source — bank-to-bank, or M-Pesa-to-M-Pesa.
- Processing Speed: within 1 working day of approval.
- Non-Refundable: standard courier delivery charges already incurred, except where the fault was ours.
Change-of-Mind Returns
Not accepted for non-defective goods. An exchange is only provided if the product is genuinely faulty or the wrong item was sent — please review product details carefully before ordering.
What Nimax's Own Warranty Does NOT Cover
- Hardware faults on phones after the DOA window has passed — a manufacturer hardware warranty, if one exists locally, is a separate arrangement.
- Physical & Impact Trauma: cracked displays, bent chassis, or damage from drops.
- Liquid Damage: any liquid contact, submersion, or corrosion.
- Power Surge Damage: damage caused by uncertified third-party chargers or faulty power sources.
- Unauthorized Software Tampering: rooting, non-stock ROMs, jailbreaking, or modified firmware.
- Third-Party Repair Attempts: Nimax will not accept or warranty an item opened, repaired, or tampered with by anyone other than Nimax or the manufacturer's own service centre.
- Normal Wear and Tear: cosmetic scratching, cable fraying, or fading.
How to Submit a Claim
Contact Us First
Message or call +254798880065, or email sales@nimax.co.ke, describing the fault and your order details. We're online-only — every claim starts here, not at a walk-in counter.
Where the Claim Goes
If the product has a local manufacturer service centre, you present it there directly. Otherwise, you hand it to Nimax via courier and we coordinate the resolution.
Resolution
1-to-1 replacement or repair for accessories within the testing window; software troubleshooting for phones; exchange or repair for same-day DOA claims.
Start a Claim
Ready to report an issue? Contact us using any of these methods:
- Email: sales@nimax.co.ke
- Phone / WhatsApp: +254798880065
Please include your order number and a description of the issue.