---
title: "Return & Refund Policy | Qyvea Limited"
url: https://qyvea.co.ke/return-policy
description: "Qyvea Limited return, refund and exchange policy for CCTV, biometrics, networking and security products purchased in Kenya."
updated: 2026-10-09
---

> Markdown copy of https://qyvea.co.ke/return-policy for AI assistants. Prices and stock change; check the live page.

Store Policy

# Return & Refund Policy

Effective date: 9 September 2026 · Applies to purchases made on qyvea.co.ke

## Overview

Qyvea Limited ("we", "us", "Qyvea") wants you to be fully satisfied with every purchase. This policy explains how returns, exchanges and refunds work for products bought through our website, WhatsApp orders. Qyvea is an online, delivery-only store.

## Return Window

You may request a return or exchange within **7 days** of receiving your order. After this period, we're unable to offer a refund or exchange unless the item is covered by a manufacturer warranty.

✅ Eligible for return

Unused, unopened items in original packaging with all accessories, manuals and seals intact.

❌ Not eligible

Installed/activated systems, used items, items with removed security seals, or products damaged by misuse.

## Non-Returnable Items

- Products that have been physically installed or wired (e.g. CCTV cameras, access control units)
- Custom or special-order equipment
- Software licenses, activation codes and digital downloads once issued
- Items marked "Final Sale" or purchased at clearance pricing
- Free installation labour/service already rendered

## Damaged, Defective or Wrong Items

If you receive a product that is damaged, defective, or different from what you ordered, contact us within **48 hours** of delivery with photos/video of the item and packaging. We will arrange a free replacement, repair, or full refund at no extra cost to you.

## How to Request a Return

- Message us on WhatsApp or email with your order number and reason for return
- Our team will confirm eligibility and share drop-off/pickup instructions
- Pack the item securely in its original packaging
- Once received and inspected, we'll notify you of approval or rejection

## Refunds

Approved refunds are processed within **5–7 business days** to your original payment method (M-Pesa, bank transfer, or card). Return shipping/delivery costs are non-refundable unless the return is due to our error.

| Payment Method | Refund Method | Processing Time |
| --- | --- | --- |
| M-Pesa | M-Pesa reversal to sender | 1–3 business days |
| Bank Transfer | Bank transfer | 3–7 business days |
| Card Payment | Refund to original card | 5–10 business days |

## Exchanges

Need a different size, model, or spec? We're happy to exchange an eligible item for another product of equal value, subject to stock availability. Price differences will be invoiced or refunded accordingly.

## Manufacturer Warranty

Most electronics we sell carry a manufacturer warranty (typically 6–24 months, varies by product) covering manufacturing defects only. Warranty claims after the 7-day return window are handled directly through the manufacturer or authorized service center, and we'll assist in facilitating this process.

## Return Shipping

For returns due to our error (wrong/defective item), we cover return delivery costs. For all other approved returns, the customer is responsible for return delivery to an agreed courier pickup point.

## Contact Us

Have a question about your order or need to start a return?

💬 WhatsApp: [+254 113 301 244](https://wa.me/254113301244)

✉️ Email: [info@qyvea.co.ke](mailto:info@qyvea.co.ke)

📍 Location: Westlands, Nairobi, Kenya (delivery only, no walk-in pickup)

---
**Qyvea Limited** · Westlands, Nairobi, Kenya (delivery only, no walk-in pickup) · serving all 47 counties  
Phone/WhatsApp: [+254 113 301 244](https://wa.me/254113301244) · Email: info@qyvea.co.ke · Shop: [qyvea.co.ke/products](https://qyvea.co.ke/products) · Facts: [qyvea.co.ke/qyvea-facts](https://qyvea.co.ke/qyvea-facts)