Refund and Returns Policy

Thank you for shopping with Alak Supplies. We value your satisfaction and aim to provide quality phone and computer accessories. This policy outlines the terms under which you may return or request a refund for items purchased through our website www.alak.kala.co.ke.

By placing an order, you agree to the terms below.

1. Company Information

Business Name: Alak Supplies
Address: P.O. BOX 556-50397, Luanda – Kenya
Telephone: +254 785 022994
Email: admin@alak.kala.co.ke
Website: www.alak.kala.co.ke

2. Eligibility for Returns

We accept returns under the following conditions:

  1. The product must be returned within 7 days of delivery.
  2. The item must be unused, unopened, and in its original packaging with all accessories, manuals, and seals intact.
  3. Proof of purchase (e.g., order number, receipt, or invoice) is required.
  4. Items damaged due to misuse, negligence, or unauthorized repairs will not be accepted.

3. Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned once opened or used:

  • Earphones, headphones, and Bluetooth devices
  • Memory cards, flash drives, and other storage media
  • Screen protectors and cables
  • Software, downloadable products, or gift cards
  • Any item marked as “Final Sale” or “Non-Returnable” on the product page

4. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or wrong product, please contact us within 48 hours of delivery with:

  • Your order number
  • A clear photo or video showing the issue

We will investigate and, if approved, offer:

  • A replacement for the same item (where available), or
  • A refund if replacement is not possible

Return shipping for defective or wrongly delivered items will be covered by Alak Supplies.

5. How to Request a Return

To initiate a return:

  1. Email admin@alak.kala.co.ke with your order number and reason for return.
  2. Wait for confirmation and return instructions.
  3. Package the item securely and send it to the address provided.
  4. Once received and inspected, we’ll notify you of the approval or rejection of your refund/replacement.

6. Refund Process

If your return is approved:

  • Refunds will be processed within 7–14 business days after we receive and inspect the item.
  • Refunds are made through the original payment method (e.g., M-PESA, debit/credit card, or bank transfer).
  • You will receive an email confirmation once the refund has been issued.

Please note:

  • Shipping fees are non-refundable unless the return is due to our error (wrong or defective item).
  • Refund processing times may vary depending on your payment provider.

7. Exchange Policy

If you wish to exchange an item for a different product or model:

  • You must first return the original item (subject to approval).
  • Once approved, you can place a new order for the replacement product.
  • Any price difference will be settled before dispatch.

8. Late or Missing Refunds

If you haven’t received your refund after 14 business days:

  1. Recheck your payment account or M-PESA statement.
  2. Contact your bank or payment provider, as processing delays may occur.
  3. If still unresolved, reach out to us at admin@alak.kala.co.ke for assistance.

9. Warranty Claims

Some products come with a manufacturer’s warranty. Warranty details (duration and coverage) vary by brand.
Warranties typically cover manufacturer defects only — not physical or water damage, misuse, or wear and tear.

To make a warranty claim, provide:

  • Product details and serial number
  • Proof of purchase
  • Photos or videos showing the issue

We’ll help you liaise with the manufacturer or authorized service center.

10. Customer Responsibilities

Customers are responsible for:

  • Ensuring items are properly packaged to prevent damage during return shipping.
  • Returning items through a trackable courier service (if sending at your own cost).
  • Keeping proof of postage or tracking number until the return is processed.

11. Contact Us

If you have any questions about returns, refunds, or warranty claims, please contact:

Alak Supplies
P.O. BOX 556-50397, Luanda – Kenya
Tel: +254 785 022994
Email: admin@alak.kala.co.ke
Website: www.alak.kala.co.ke

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