Return & Refund Policy

Thank you for shopping at Bustani.
We value your business and aim to provide you with the best products and services. If you are not entirely satisfied with your purchase, we are here to help.

1. Returns

You have 7 calendar days from the date of delivery to return an item. To qualify for a return, the following conditions must be met:

Eligibility for Returns:

• The item must be unused, in its original condition, and with all accessories, manuals, and packaging intact.
• Products must be free from any physical damage, tampering, or signs of use.
• The original receipt or proof of purchase is required.
• The serial number or IMEI number on the item must match our records.

Non-Returnable Items:

• Software, licenses, and digital products (e.g., Microsoft Office, Antivirus, etc.).
• Customized or special-order items that are not part of our regular stock.
• Items that have been activated, registered, or used, such as phones and computers with installed software.
• Perishable or consumable items (e.g., printer ink, toners, batteries) if opened or used.
• Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.

Return Process:

1. Contact our customer support at sales@bustani.co.ke to initiate a return request.
2. Pack the item securely in its original packaging, including all accessories and manuals.
3. Ship the item to our designated return address or drop it off at our store.
4. Once received, we will inspect the item and notify you of the return status within 3 business days.

2. Refunds

Once your returned item has been inspected and approved, we will initiate a refund.

Refund Methods:

• M-Pesa or Credit/Debit Card refund (depending on your original payment method).
• Refunds to bank accounts may take 5–7 business days to reflect, depending on your financial institution’s policies.
• Store Credit may be issued upon request for future purchases.

Deductions & Fees:

• If the return is due to a defective product, you will receive a full refund.
• If the return is due to buyer’s remorse (e.g., changed mind, ordered wrong item), a restocking fee of 10% may apply.
• Shipping costs are non-refundable unless the return is due to an error on our part.

3. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange a defective item, please contact us within 48 hours of receiving your product. Exchanges are subject to availability.

4. Warranty Claims

Many of our products come with a manufacturer’s warranty. If your item develops a fault after 7 days but is within the warranty period, we will assist you in claiming a warranty repair or replacement directly from the manufacturer or supplier. Warranty terms vary by product and brand.

Important: Warranties do not cover damages caused by improper use, electrical surges, liquid damage, accidental drops, or unauthorized repairs.

5. Return Shipping

• Customers are responsible for return shipping costs, except in cases of defective or incorrect products.
• If a return is approved due to an error on our part, we will provide a prepaid shipping label.
• Ensure that items are securely packaged to prevent damage during transit.
• We recommend using a trackable shipping service or purchasing shipping insurance for valuable items.

6. Contact Us

For any return or refund inquiries, please reach out to us:

• Phone: +254 721 809779
• Email: sales@bustani.co.ke
• Address: Princely House, Moi Avenue, STE 5, Nairobi

We appreciate your business and strive to ensure you have a smooth shopping experience with us.