We want you to buy with confidence. This policy explains when and how you can return items and obtain a repair, replacement or refund from Werok Systems Limited, balancing your rights under the Kenyan Consumer Protection Act, 2012 with fair protection for our business.
1. Your statutory rights
Nothing in this policy limits your rights under Kenyan law. Goods must match their description, be of satisfactory quality and fit for purpose. If they are not, you are entitled to a remedy.
2. Faulty, damaged or incorrect items
- Inspect your order on delivery. Report any visible damage, defect, or wrong item within 48 hours of delivery with photos to info@werok.co.ke.
- For dead-on-arrival or faulty goods confirmed by us, we will repair, replace, or refund at no cost to you, including reasonable return logistics.
3. Change-of-mind returns
- You may request a return within 7 days of delivery for most items.
- The item must be unused, in its original condition and complete packaging, with all accessories, manuals and seals intact, and accompanied by proof of purchase.
- Change-of-mind returns may attract a restocking fee of up to 10% and the return delivery cost is borne by the customer.
4. Items that cannot be returned
- Software, licences and digital/activation keys once revealed or activated.
- Consumables and hygiene-sensitive items once opened.
- Products damaged by misuse, accident, unauthorised repair, or failure to follow instructions.
- Special-order or custom-configured items, unless faulty.
- Items without proof of purchase or returned outside the applicable window.
5. Warranty claims
Many products carry a manufacturer or supplier warranty. Warranty claims are handled per the relevant warranty terms and may require assessment, which can take additional time. Warranty covers defects, not accidental or misuse damage.
6. How to request a return or refund
- Email info@werok.co.ke or call +254 728 876 981 with your order number and reason.
- We'll confirm eligibility and provide return instructions.
- Return the item as instructed (keep your tracking/handover proof).
- We inspect the item on receipt and confirm the outcome.
7. Refund method & timing
- Approved refunds are issued to your original payment method (M-Pesa or card) where possible, or by agreed alternative.
- Refunds are typically processed within 7–14 business days after we receive and approve the returned item.
- Delivery fees are non-refundable except where the item was faulty, damaged or incorrect.
8. Order cancellations
You may cancel an order before it is dispatched for a full refund. Once dispatched, the return process above applies. We may cancel an order (with a full refund) in the limited cases described in our Terms & Conditions (e.g. pricing errors, stock or suspected fraud).
9. Tax receipts
Where a refund affects a KRA eTIMS receipt, we will issue the appropriate credit note documentation.
10. Contact
Werok Systems Limited · The Bazar, 9th Floor, Moi Avenue, Nairobi · info@werok.co.ke · +254 728 876 981