Returns and Refund Policy

At Wiltech Online, we value customer satisfaction and strive to ensure every purchase meets your expectations. This Refund & Return Policy outlines the conditions under which refunds, exchanges, and returns are accepted.

1. Eligibility for Returns and Exchanges

We accept returns or exchanges under the following conditions:

• The product is new or slightly used but is defective, damaged, or not as described upon delivery.
• You must notify us within 14 days of receiving the product.
• You must provide proof of purchase (receipt, order number, or confirmation email).

2. Exchange for Defective Products

If you encounter any defect or issue with your product, we are happy to offer an exchange within 14 days of your purchase.

• We will assess the defect to determine if it resulted from a manufacturing fault.
• If the defect is confirmed, we will either:
  • Replace the item with a new one, or
  • Provide store credit, based on availability and your preference.
• Products returned due to customer negligence or non-defective reasons will not be eligible for refunds or exchanges.

3. Refunds (If Applicable)

Refunds are processed only in the following cases:

• The ordered item is out of stock and cannot be delivered.
• The item was paid for in advance, but the order was cancelled before dispatch.
• The product received is defective and no replacement is available.

Once approved, refunds will be processed within 14 day business days to the same payment method used during the purchase. In cases of Pay on Delivery, refund eligibility will apply only after product return and inspection.

4. Items Not Eligible for Return or Refund

Certain products are not eligible for return, refund, or exchange, including:

• Items damaged by misuse, negligence, or improper handling.
• Items with broken seals, missing parts, or altered packaging.
• Personal care products, innerwear, and hygiene-related items for safety reasons.
• Products marked as "Clearance", "Final Sale", or "Non-Returnable."

5. Return Process

To initiate a return or exchange:

1. Contact our support team within 14 days at info@wiltechonline.co.ke or call +254728 832 421
2. Provide your order number, product name, and reason for return.
3. Our team will guide you on how and where to send back your item.
4. Once the item is received and inspected, we will notify you of the approval or rejection of your refund or exchange.

6. Delivery and Return Costs

• Delivery fees are non-refundable once an item has been dispatched.
• If returning a defective item or non defective item, Wiltech Online  will cater for the return shipping costs.
• If returning an item for personal reasons (change of mind, wrong order, etc.), the customer will bear all shipping costs.

Contact Us

For any issues or refund requests, reach out to our customer service team: