Refund and Return Policy

Last Updated: 16 March 2026

This Refund and Return Policy explains how Zeneric Networks Limited (“we,” “our,” or “us”) handles product returns, replacements, and refunds for purchases made through our website https://zenericnetworks.co.ke, quotations, or direct sales. Please review this policy carefully before placing an order.

Our Commitment

Zeneric Networks Limited aims to supply products that meet the specifications described at the time of purchase. If a product arrives damaged, defective, or significantly different from the product ordered, we will review the issue and may offer a repair, replacement, or refund, depending on the circumstances and product condition.

Return Eligibility

Products may be eligible for return if they meet one of the following conditions:

Eligible for Return

  • The product arrived damaged during delivery.
  • The product is defective or not functioning as expected upon arrival.
  • The product received is different from the item ordered.
  • The product is significantly different from its description.

Not Eligible for Return

Returns may not be accepted in the following situations:

  • The customer changes their mind after purchase.
  • Products that have been used, installed, or altered.
  • Custom-configured or special-order equipment assembled according to customer specifications.
  • Software licenses, digital downloads, or activation codes once delivered.
  • Clearance or discontinued items marked as final sale, unless defective.
  • Products damaged due to misuse, improper installation, or external factors.

Return Timeframes

Customers should contact us within the following timeframes if they believe a return is required:

  • Incorrect or damaged items: within 48 hours of delivery
  • Standard product return requests: within 7 days of delivery
  • Service-related concerns: within 7 days after service completion

Products returned outside these timeframes may not be eligible for refund or replacement unless covered by a manufacturer warranty.

Return Process

To request a return, please follow these steps:

Step 1 – Contact Support
Email sales@zenericnetworks.co.ke or call +254 790 815 664 with your order number, product details, and the reason for the return request.

Step 2 – Return Authorization
If your request qualifies under this policy, we will provide instructions for returning the product. Some returns may require a Return Authorization Number (RMA) before the product can be sent back.

Step 3 – Return the Product
Returned items should be securely packaged and include all original accessories, manuals, and components where possible.

Customers are advised to retain shipping receipts or tracking numbers until the return process is completed.

Return Shipping Costs

Responsibility for return shipping may depend on the reason for the return:

  • Defective or incorrect products: Zeneric Networks Limited may cover reasonable return shipping costs.
  • Customer preference or non-defective returns: Customers may be responsible for return shipping costs.
  • Warranty-related returns: Shipping arrangements will be communicated after product evaluation.

Refund Processing

Once a returned item is received and inspected, we will notify the customer of the return status.

If the return is approved:

  • Refunds will be issued using the original payment method where possible.
  • Processing may take up to 7 business days after the return is approved.
  • Financial institutions may require additional processing time before funds appear in the customer’s account.

In some cases, deductions may apply for shipping costs or missing components.

Product Warranties

Many hardware products sold by Zeneric Networks Limited include a manufacturer warranty. Warranty terms are defined by the respective manufacturer.

If a product develops a fault during the warranty period, customers may contact us for assistance in initiating the warranty process.

Warranty coverage typically does not apply to damage caused by:

  • Physical impact or misuse
  • Liquid damage
  • Power surges or electrical faults
  • Unauthorized modifications or repairs

Warranty processing times may vary depending on manufacturer procedures.

Service Cancellations and Refunds

For technical services such as installation or configuration:

  • Service cancellations before the scheduled appointment may qualify for a full refund where payment was made in advance.
  • If a service has already begun, refunds may be adjusted based on the work already completed and any materials used.

Where a customer is dissatisfied with a service, we will first attempt to resolve the issue through corrective work where appropriate.

Digital Products and Software

Digital products, software licenses, activation keys, and downloadable items are generally non-refundable once delivered, except where the product cannot be activated or used due to a verified technical issue.

Special Conditions

Some orders may have different return conditions:

  • Bulk or wholesale orders may follow separate contractual terms.
  • Clearance or discontinued products may be sold as final sale unless defective.
  • Certain personal-use items may not be eligible for return once opened due to hygiene or safety considerations.

Contact Information

For return requests or questions about this policy, please contact:

Zeneric Networks Limited
City House, Wabera Street
3rd Floor, Room 301
Nairobi, Kenya

Email: sales@zenericnetworks.co.ke
Phone: +254 790 815 664

Customer support hours:
Monday – Friday: 8:00 AM – 5:00 PM
Saturday: 9:00 AM – 3:00 PM

Policy Updates

Zeneric Networks Limited may update this Refund and Return Policy periodically. Any updates will be posted on this page with a revised “Last Updated” date. The policy in effect at the time of purchase will apply to that order.