At Commnet, we are dedicated to ensuring customer satisfaction by providing high-quality products and reliable service. Our Commnet refund and returns policy outlines the terms and procedures for returning products and receiving refunds. By following the Commnet refund and returns policy, you can easily request a refund or exchange. By making a purchase, you agree to the guidelines stated in this refund and returns policy.
Eligibility for Returns
We accept returns under the following conditions:
- The product is defective, damaged, or not as described.
- The wrong item was delivered.
- The item is unused, in its original condition, and in the original packaging.
- The return request is made within 7 days from the date of delivery.
- Proof of purchase (receipt or order confirmation) is required to process returns.
If the product has been used, damaged due to customer negligence, or is missing components, it may not qualify for a return or refund.
Non-Returnable Items
Certain items are not eligible for return, including:
- Opened or used products.
- Products without original packaging or missing parts.
- Items sold as part of a clearance sale or promotional offer.
- Digital products, including software and downloadable content.
- Personalized or customized products.
Before making a purchase, please review product descriptions and specifications carefully to avoid misunderstandings.
Refund Process
Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed within 7–14 business days using the original payment method.
If payment was made through mobile money or a bank transfer, the refund will be credited to the same account. Processing time may vary depending on the payment provider. If a refund is delayed, you can contact your bank or service provider for updates.
In some cases, we may offer store credit instead of a refund, depending on the nature of the return. Store credit can be used for future purchases and does not expire.
Exchange Policy
We offer exchanges for products that meet the return criteria. If the replacement product is unavailable, we will provide a refund or store credit of equal value.
Products eligible for exchange include:
- Defective or damaged items.
- Incorrect products delivered due to an error on our part.
If you prefer to exchange the product for a different model or size, you may need to cover any price difference or additional shipping costs.
Return Shipping Costs
- If the return is due to an error on our part (e.g., incorrect or damaged item), Commnet will cover the return shipping costs.
- If the return is due to a change of mind or an incorrect order placed by the customer, the customer is responsible for the return shipping fees.
- We recommend using a tracked and insured shipping service to ensure that the product is returned safely. We are not responsible for returns lost or damaged during transit.
How to Initiate a Return
To initiate a return or refund request, please follow these steps:
- Contact our customer support team through any of the following channels:
- Phone: 0740825005
- Email: support@commnet.co.ke
- Website: www.commnet.co.ke
- Provide your order number, details of the product, and the reason for the return.
- Our team will assess your request and provide instructions for returning the product.
After the return is approved, package the product securely and include all original components. Once received, we will inspect the item and process the refund or exchange accordingly.
Damaged or Missing Items
If you receive a damaged item or your order is missing parts, notify us within 24 hours of delivery. Provide clear photos of the damaged product and packaging to support your claim.
If the damage occurred during shipping, we will work with the courier to resolve the issue. Depending on the situation, we may offer a replacement, refund, or store credit.
Store Credit Policy
If you prefer store credit over a refund, you can request it during the return process. Store credit can be used for any product on our website and does not expire. Store credit cannot be converted into cash or transferred to another customer account.
Restocking Fee
In certain cases, a restocking fee of 10% of the product value may apply. This applies when:
- The product is returned without the original packaging or components.
- The product has been opened but remains unused.
- The return is due to a customer error (e.g., wrong product ordered).
The restocking fee will be deducted from the final refund amount.
Changes to This Policy
We reserve the right to update this Refund and Return Policy at any time. Any changes will be posted on our website and will take effect immediately upon publication. We recommend reviewing this policy periodically to stay informed about your rights and our procedures.
Customer Responsibility
It is the customer’s responsibility to:
- Carefully review product descriptions and specifications before purchasing.
- Follow the correct return process as outlined in this policy.
- Package returned items securely to avoid damage during transit.
- Provide accurate contact details and proof of purchase.
Failure to comply with these guidelines may result in delays or denial of the refund or exchange request.
Consent
By using our website and purchasing products from Commnet, you consent to the terms outlined in this Refund and Return Policy. If you do not agree with any part of this policy, please refrain from making purchases on our website.
Contact Us
If you have any questions or need assistance with a return or refund, please contact us:
- Phone: 0740825005
- Email: support@commnet.co.ke
- Website: www.commnet.co.ke