Last updated: 14 August 2025

Overview

At Fiat Lux Ltd, we want every customer to shop with confidence. If you are not fully satisfied with your purchase, we accept returns and exchanges in accordance with the terms outlined below. This policy applies to all purchases made directly from Fiat Lux Ltd, whether through our online store or at our physical locations in Kenya.

Please keep your receipt or order confirmation email — it is required to process any return, exchange, or warranty claim.

Return Window

  • Change-of-mind / Not needed: Within 7 days of delivery or purchase.
  • Defective / DOA (dead-on-arrival): Notify us within 48 hours of delivery.
  • Wrong item received or transit damage: Notify us within 48 hours of delivery.

Proof of purchase and photographic/video evidence may be required for items reported as defective, damaged, or incorrect.

Eligibility Checklist

To qualify for a return or exchange, the item must:

  • Be in its original condition, unused and uninstalled.
  • Include all original packaging, branding, labels, and accessories (e.g., bags, ties, adapters, manuals).
  • Have intact serial numbers or barcodes (where applicable).
  • Be returned within the applicable return window.

Non-Returnable Items

For safety, hygiene, and quality control, the following items cannot be returned unless defective on arrival:

  • Cut-to-length cable, custom assemblies, and special-order items.
  • Opened consumables (e.g., cleaning wipes, thermal paste).
  • Items damaged through misuse, improper installation, modification, or neglect.
  • Software, digital downloads, and gift cards.
  • Clearance or heavily discounted products labeled “Final Sale.”

Condition Requirements

Returned items must be in resaleable condition.
Items missing parts, accessories, or packaging may:

  • Incur a restocking fee of up to 15%, or
  • Be deemed ineligible for return.

For factory-sealed products, the seal must be intact for change-of-mind returns.

How to Start a Return

  1. Prepare your details:
    Order number, item(s), reason for return, and photos/videos (if defective or damaged).
  2. Contact us:
  3. Receive an RMA:
    We will issue a Return Merchandise Authorisation (RMA) with instructions.
  4. Pack securely:
    Use original packaging where possible.
    Include a copy of your receipt and write the RMA number clearly on the parcel.
  5. Dispatch:
    Send to the address provided with your RMA or drop the item off at our store.

Note: Returns sent without an RMA or sent via cash-on-delivery may be refused.

Refunds

  • Method: Refunds are issued to the original payment method.
    For M-Pesa purchases, refunds are processed via M-Pesa reversal where available.
  • Timeline:
    After we receive and inspect your item, allow 2–5 business days for processing.
    Your bank or mobile operator may require extra time to post the credit.
  • Deductions:
    Shipping and delivery fees are non-refundable unless the return is due to our error.
    Any applicable restocking fee will be deducted from the refund amount.
  • Store Credit:
    Available upon request.

Exchanges

If you need a different length, type, or connector, we can process an exchange for items of equal value (subject to stock availability).
If the replacement item costs more, you can pay the difference; if it costs less, we will refund the balance or issue store credit.

Defective, Damaged, or Incorrect Items

  • Report within 48 hours of delivery with photos/videos of the issue, including packaging.
  • We will arrange pickup or reimburse reasonable return shipping charges for verified cases.
  • Once confirmed, we will offer a replacement, exchange, or full refund, including the original shipping cost.

Warranty Claims

Many Fiat Lux Ltd products include a manufacturer’s warranty.
If your item develops a fault after the first 7 days:

  1. Contact us with your order number and evidence of the fault.
  2. We will assist with diagnosis and, where applicable, repair or replacement per the manufacturer’s terms.

Warranty exclusions:
Normal wear and tear, accidental damage, misuse, power surge, liquid entry, or unauthorised modification.

Shipping & Return Costs

  • Change-of-mind returns:
    Customer is responsible for return shipping costs and bears the risk of loss during transit.
  • Our error or product defect:
    Fiat Lux Ltd will cover reasonable return shipping or arrange collection.

Always use a tracked courier service and keep your receipt until processing is complete.

Order Cancellations

  • Orders may be cancelled before dispatch for a full refund.
  • If the order has already been dispatched, the standard return process will apply.
  • Custom or cut-to-length orders may not be cancellable once processing has started.

Processing Timelines

  • RMA issuance: Same or next business day
  • Inspection after return arrival: 1–3 business days
  • Refund/Exchange processing: 2–5 business days

Business days exclude Saturdays, Sundays, and Kenyan public holidays.

International Orders

Customers outside Kenya are responsible for:

  • Return shipping costs
  • Taxes, duties, or customs fees
  • Longer processing times due to international transit

Contact Us

Fiat Lux Ltd
Nairobi, Kenya
Phone: +254 (0) 721 879 520
Email: support@fiatlux.co.ke

Frequently Asked Questions

1. Can I return cut-to-length cable?
Custom lengths and made-to-order assemblies are not returnable unless defective on arrival.

2. How do refunds work for M-Pesa payments?
Refunds are processed back to the original M-Pesa number. If reversal is not possible, we will contact you for alternatives.

3. Do you charge a restocking fee?
Only for incomplete or non-resaleable returns. The fee (up to 15%) covers repackaging, testing, and handling.

4. What evidence is required for defective items?
Clear photos or short videos showing the issue, including the product label/serial number and packaging.

© 2025 Fiat Lux Ltd. All rights reserved.
This policy does not limit any rights you may have under applicable Kenyan consumer protection laws.