If your gear isn't right, we'll make it right. 14 days, no drama. Here's exactly how it works — and what we'll need from you to get a refund or replacement out fast.
If your order arrived wrong, faulty, or you just changed your mind in the first 14 days, we'll refund or replace it. Authentic items only — no DIY repairs, original packaging if possible.
Full refund within 14 days for unopened items. Replacement or refund for faulty items. Free pickup in Nairobi.
Refund digital codes once redeemed. Take back damaged-by-user items. Cover postage if you ship before contacting us.
Order number, photos if it's faulty, original box + accessories if possible. That's it.
Most things we sell are returnable, but a few categories have rules. Here's the breakdown:
| Item type | Unopened | Opened | Faulty |
|---|---|---|---|
| Consoles (PS5 / Xbox / Switch) | ✓ Yes | Case-by-case | ✓ Yes |
| Controllers & accessories | ✓ Yes | Case-by-case | ✓ Yes |
| Headsets & audio | ✓ Yes | ✕ No | ✓ Yes |
| Physical games & discs | ✓ Yes | ✕ No | ✓ Yes |
| Digital codes (unredeemed) | ✓ Yes | ✓ Yes | — |
| Digital codes (redeemed) | ✕ No | Case-by-case | — |
| Pre-orders (before release) | ✓ Yes | ✓ Yes | — |
"Case-by-case" usually means yes — but get in touch first so we can confirm before you ship anything.
The clock starts the day your order is delivered, not the day you placed it. We measure from the courier's confirmation.
Unopened, resellable condition. Refund to original payment method.
Faulty out of the box. Full replacement or refund, free pickup.
Serviced locally with Sony, Microsoft, Nintendo, Razer, etc.
Three ways, in the order we recommend:
Find the order, click 'Request return'. We'll ask 2–3 questions and book a pickup. Easiest path.
Go to My Orders →+254 712 GAMES (42637). A real human picks up. Good for tricky cases or warranty claims.
WhatsApp now →Bring the item and your receipt (or order #). We'll process the return on the spot.
We need to log the return and arrange free pickup. Postage paid before contact isn't refundable.
Once we've received the item back at our warehouse and verified condition, refunds go out within 1 business day. From there, your bank or M-Pesa decides how fast it lands:
B2C transfer to the number you paid from.
Refund goes back to the card you used. Bank-dependent.
You'll get a choice when we process the return.
Every product we sell carries the original manufacturer's warranty (1–3 years depending on the item) and we service them locally. Here's what to expect:
We handle it directly. Replacement or refund.
We send it to the local service centre (Sony Kenya, Microsoft authorised, etc.). Usually 7–14 days for diagnosis & repair.
We can still help — at-cost repair through the same service centres.
A few things we can't refund or replace:
If anything here is unclear or your situation feels unique, talk to us. We almost always find a way.
This policy was last updated on 12 May 2026. It applies to all orders placed after that date. Earlier orders follow the policy in force at the time of purchase.
