Return & Refund Policy

At Abi Computers, your satisfaction matters. We want you to be happy with every laptop, computer, accessory, software product, and service you purchase from us. This policy explains when and how you can return an item or request a refund.

This Return & Refund Policy applies to purchases made through our online shop, in store, and for services ordered via our website. By placing an order, you agree to the terms set out below. It should be read together with our Terms & Conditions.

Physical goods (laptops, desktops, peripherals, and accessories) may be returned for a refund or exchange within 7 days of delivery or collection, provided that:

• The item is in its original condition — unused, undamaged, with all accessories, cables and free gifts included
• The original packaging, manuals and any seals are intact (seals must not be broken on software-bundled devices)
• You provide proof of purchase (order number, receipt or M-Pesa confirmation)
• The item is not on the non-returnable list below

Approved exchanges are subject to stock availability. If a like-for-like exchange is not possible, we will offer an alternative item or a refund.

If your item arrives dead-on-arrival (DOA), damaged, or develops a fault covered by warranty, we will make it right at no cost to you.

• Report any DOA or transit damage within 48 hours of delivery with photos/video where possible
• Faulty items within the warranty period will be repaired, replaced, or refunded at our discretion after inspection
• Hardware warranty length is stated on the product page or invoice and varies by item and condition (brand-new vs. refurbished)
• Warranty does not cover physical/liquid damage, unauthorised repairs, tampering, or normal wear and tear

Ex-UK and refurbished products are professionally tested and graded before sale. As pre-owned goods, they may show minor cosmetic signs of use, which are reflected in the price.

• These items carry a limited warranty against functional faults (period stated on the product page/invoice)
• Minor cosmetic marks described or shown at the point of sale are not grounds for return
• Functional defects discovered within the warranty period are covered as per the Faulty Items section
• Battery health on used laptops is consumable and is not covered unless stated otherwise

Due to their nature, digital products are non-refundable once delivered or downloaded. This includes:

• PHP scripts and software systems sold through our store
• Licence keys, activation codes and downloadable files
• Learning tokens and paid course access on our Live Learning platform

If a digital product is faulty or does not function as described, contact us within 7 days and we will fix the issue or, where we cannot, issue a refund.

• Web hosting: new shared hosting accounts come with a 7-day money-back guarantee. Refund requests after 7 days, and all renewals, are non-refundable
• Domain registrations & renewals: non-refundable once registered, as the cost is paid to the registry and cannot be reversed
• SSL certificates: non-refundable once issued and installed
• Dedicated & virtual servers: billed in advance and non-refundable for the current term once provisioned

Custom work — including website development, mobile app development, POS deployment, SACCO/ERP and networking — is delivered against an agreed scope and milestones.

• Deposits and milestone payments cover work already performed and are non-refundable
• If a project is cancelled, you pay only for work completed up to the cancellation date; any unused balance is refunded
• Revisions and corrections are handled under the project agreement, not as refunds
• Third-party costs already incurred on your behalf (licences, domains, app-store fees) are non-refundable

Starting a return is simple:

• Step 1 — Contact us within the eligible window via email, WhatsApp, or our contact form with your order number and reason
• Step 2 — Our team reviews your request and, if eligible, issues a Return Authorisation and instructions
• Step 3 — Return or bring in the item in its approved condition
• Step 4 — We inspect the item (usually within 2 business days) and confirm your refund, exchange, or repair

• Approved refunds are paid back using your original payment method — typically M-Pesa, or bank transfer for larger amounts
• Refunds are usually processed within 3–7 business days after the returned item passes inspection
• Any restocking fee or non-refundable add-ons are deducted from the refund where applicable
• You will receive a confirmation message once your refund has been sent

• If the return is due to our error or a faulty item, we cover the return shipping cost
• For change-of-mind returns, the customer is responsible for return shipping
• We recommend using a trackable delivery method — Abi Computers is not responsible for items lost in return transit
• Original delivery charges are non-refundable except where the item was faulty or incorrect

For hygiene, security, and licensing reasons, the following are not eligible for change-of-mind returns:

• Software, licence keys, downloadable files and learning tokens (once delivered)
• Domains, SSL certificates and provisioned hosting/servers (outside the stated guarantee)
• Consumables such as ink, toner and batteries once opened
• Earphones, headsets and other personal-use accessories once unsealed
• Items damaged through misuse, or with missing accessories/packaging
• Special-order or custom-configured products