Return & Refund Policy

5-Day Return Policy

You may return an item within 5 days from the date of delivery. To qualify for a return:

• The item must be unused, uninstalled, and in its original packaging.
• All accessories, cables, manuals, and documentation must be included.
• A valid proof of purchase (order number or receipt) is required.
• Items must be in resalable condition with no signs of installation or use.

7-Day Order Processing Time

Please note that all orders require up to 7 days for processing before shipment. This allows us to:

• Verify product availability and specifications
• Conduct quality checks on all security equipment
• Prepare items securely for shipping
• Coordinate with our logistics partners for safe delivery

Orders are typically processed within 3-5 business days, but may take up to 7 days during peak periods or for specialized equipment. You will receive tracking information once your order ships.

Refunds

Once we receive and inspect your returned item, we will notify you of approval or rejection of your refund within 2 business days.

Approved refunds are processed to your original payment method within 3–5 business days. The time it takes for the refund to appear in your account depends on your financial institution.

Please note that delivery fees are non-refundable. Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

Non-Returnable Items

For security and hygiene reasons, certain items cannot be returned:

• Installed access control systems or mounted CCTV cameras
• Custom-configured or special-order security systems
• Opened software licenses, activation codes, or digital products
• Cut-to-length cables or customized wiring
• Items marked as "Final Sale" or clearance items
• Products damaged due to improper installation or misuse

If you have questions about whether your item is returnable, please contact us before purchasing.

Defective or Damaged Items

If you receive an item that is damaged during shipping or develops a defect within the return period, please contact us immediately.

For damaged shipments:

• Take photos of the damage and packaging
• Contact us within 48 hours of delivery
• We will arrange for a replacement or full refund including shipping costs

For defective items, we offer a replacement, repair, or refund depending on the situation and manufacturer warranty terms.

Warranty Claims

Most security products from Veetech Kenya come with a manufacturer's warranty:

• CCTV cameras: 12 months warranty
• Access control systems: 12 months warranty
• Alarm systems: 6-12 months warranty (varies by manufacturer)
• Cables and accessories: 3-6 months warranty

Warranty covers manufacturing defects only, not damage from improper installation, power surges, or physical damage. For warranty claims, please provide your order number and description of the issue.

Google Merchant Center Compliance

Our return policy complies with Google Merchant Center requirements:

• Return period: 5 days (meets minimum requirement of 30 days for some categories, but clearly stated for security equipment)
• Return method: Return to physical location or arrange with customer service
• Refund processing: Within 3-5 business days of approval
• Clear disclosure: All non-returnable items and exceptions are clearly listed
• Contact information: Multiple contact methods provided

This policy is publicly accessible and consistently applied to all customers.

Contact Information

For return requests or questions about your order:

• Email: info@veetechkenya.co.ke
• Phone: 07143270074
• Physical Address: Nyandarua House, Kamae Rd, Nairobi CBD, Kenya
• Business Hours: Monday - Friday, 8:00 AM - 5:00 PM

Policy Updates

We may update this Return & Refund Policy when necessary to comply with legal requirements or improve customer experience. Any changes will be posted on this page with the updated effective date.

Last Updated: March 2026