Shipping & Return Policy – The Nairobi Apple Store
The Nairobi Apple Store is committed to providing customers with the highest quality service and support. Please review our shipping and return policy below. For any inquiries, feel free to contact our office.
Shipping Policy
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Free Ground Shipping on all orders over KES 100,000 (after discounts) within Kenya.
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A KES 730 low-order fee applies to orders below KES 500.
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Orders placed before 12:00 PM (EAT) are typically processed for next-day delivery.
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Allow one extra day for inter-county deliveries.
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If an item is listed as “In Stock” but not processed next-day, it will be shipped within 48 hours.
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Urgent same-day delivery is available upon request at an additional charge.
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Special Order items will be shipped upon arrival or as per buyer instructions.
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Orders placed over the phone and paid by cash, cheque, or money order are subject to stock availability at the time of payment, not order placement.
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Orders scheduled on official holidays will be processed the next business day.
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Friday & Saturday deliveries available on request.
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Customers must report missing or damaged items within 3 business days of receiving the order.
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Shipping time is measured in business days only (excluding Fridays, Saturdays & holidays).
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The Nairobi Apple Store reserves the right to decline any order without assigning a reason.
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We comply with Kenyan law and do not trade with OFAC-sanctioned countries.
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Customer contact details (Name, Address, Phone) are stored solely for delivery purposes.
Damaged, Lost & Delayed Shipments
The Nairobi Apple Store is not liable for goods lost or damaged by shipping carriers. All shipments are fully insured.
Upon receipt:
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Inspect packaging and product thoroughly.
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Report any visible damage to the carrier immediately.
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Notify both the carrier and The Nairobi Apple Store to initiate a damage or loss claim.
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We will assist in filing claims where necessary.
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We are not responsible for shipping delays caused by third-party couriers.
Returns – Non-Defective Products
We accept returns on non-defective items within 7 days of purchase, under the following conditions:
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Contact us within 7 days. Returns after this period are not accepted.
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Obtain a Return Authorization Number by calling +254 737 493 607.
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Equipment must be unused, unaltered, and not tampered with.
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Packaging must retain the original UPC code and remain undamaged.
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Include all original accessories, manuals, and inserts.
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Missing items may reduce refund amount by their replacement cost.
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Refunds will be processed within 30 business days of return approval.
Returns should be shipped to:
The Nairobi Apple Store
Bihi Towers, 3rd floor Room 2, Moi Avenue, Nairobi
Include Return Authorization Number on the outside of the box