Return & Refund Policy - Monitor Store Ke
Effective Date: 20-Sep-2026
Last Updated: 20-Sep-2026
At Monitor Store KE, we want every customer to receive the correct monitor in good condition and as described at the time of purchase.
This Return & Refund Policy explains how we handle returns, defective products, incorrect products, warranty claims, exchanges, and refunds.
This policy applies to purchases made through https://monitorstoreke.com/ and other authorized sales channels operated by Monitor Store KE.
Nothing in this policy is intended to exclude or restrict any consumer right that cannot legally be excluded under applicable Kenyan law.
- Our Return Commitment
A return may be considered where:
- You received the wrong monitor.
- The monitor arrived damaged.
- The monitor has a qualifying manufacturing defect.
- The product does not correspond with the product purchased or described.
- The product qualifies for a manufacturer warranty claim.
- A return is otherwise required under applicable law.
- Monitor Store KE has authorised the return.
Customers should contact us before sending a product back.
- Inspect Your Monitor on Delivery
We recommend inspecting your monitor and its packaging as soon as reasonably possible after delivery or collection.
Please check:
- Monitor model
- Screen size
- Product condition
- Screen and panel condition
- Accessories
- Power cable or adapter
- Stands and mounting components
- Ports and connectivity
- Packaging
If the monitor appears physically damaged when delivered, please notify us as soon as possible and, where practical, provide photographs of the packaging and product.
- Wrong Product
If you receive a monitor different from the one ordered, contact us before using or installing the product.
Please provide your order details and, where possible, photographs showing the product model and packaging.
After verification, we will advise you on the appropriate return, replacement, exchange, or other remedy.
- Damaged Product
If your monitor arrives damaged, notify Monitor Store KE as soon as reasonably possible.
Please retain:
- The monitor
- Original packaging
- Protective materials
- Accessories
- Documentation
- Delivery packaging
Photographs or videos may be requested to assist with the assessment.
Do not dispose of the packaging before the issue has been reviewed where the damage may have occurred during transportation.
- Defective or Faulty Monitor
If a monitor develops a fault, contact us with details of the problem.
Depending on the nature of the issue and the applicable warranty, the monitor may need to be inspected or assessed.
Possible remedies may include:
- Troubleshooting
- Repair
- Replacement
- Warranty service
- Exchange
- Refund where applicable
The applicable remedy will depend on the nature of the fault, the product warranty, the circumstances of the claim, availability, and applicable law.
- Manufacturer Warranty
Our monitors may be supplied with a manufacturer’s warranty, with the applicable warranty period and conditions depending on the specific product.
A manufacturer warranty generally addresses qualifying defects covered by the manufacturer’s warranty terms.
Warranty coverage may exclude damage resulting from circumstances such as:
- Physical impact
- Accidental damage
- Incorrect installation
- Misuse
- Neglect
- Unauthorised modification
- Electrical damage caused by unsuitable power conditions
- Liquid damage where the product is not designed for such exposure
- Damage caused by use outside manufacturer specifications
- Normal wear and tear
Specific warranty exclusions vary by manufacturer and product.
Where a warranty claim is made, the product may need to undergo assessment before a remedy is determined.
- Screen and Pixel Issues
Modern LCD, LED, IPS, VA, OLED, and other display technologies may have manufacturer-specific policies concerning pixels and panel characteristics.
A reported pixel issue may therefore need to be assessed against the applicable manufacturer’s specifications and warranty policy.
Where applicable, Monitor Store KE will follow the relevant manufacturer’s warranty and defect-assessment requirements, while preserving any consumer rights that apply under Kenyan law.
- Change-of-Mind Returns
Monitor Store KE may consider change-of-mind returns where permitted by our business procedures and applicable law.
Because monitors are electronic products and may have serial numbers, opened packaging, activated software or accessories, any voluntary change-of-mind return may be subject to reasonable conditions.
Where a change-of-mind return is accepted, the monitor may be required to be:
- In its original condition
- Unused or minimally handled
- Free from physical damage
- Complete with accessories
- Complete with documentation
- Returned in its original packaging where reasonably possible
- Suitable for resale
A change-of-mind return does not override any statutory consumer rights.
- Products Not Eligible for Voluntary Change-of-Mind Return
Subject to applicable law, a voluntary change-of-mind return may be declined where the product has been:
- Physically damaged
- Scratched or cracked
- Modified
- Tampered with
- Improperly installed
- Damaged through misuse
- Returned without essential components
- Returned without required accessories
- Returned in a condition that prevents reasonable resale
This does not affect rights relating to defective, incorrectly supplied, or otherwise non-conforming goods.
- Return Shipping
The responsibility for return transportation costs depends on the reason for the return and the circumstances of the case.
Where Monitor Store KE confirms that the wrong product was supplied or a product qualifies for a return because of a covered defect, we will provide instructions regarding the return process.
For voluntary change-of-mind returns accepted by Monitor Store KE, the customer may be responsible for reasonable return transportation costs unless otherwise agreed.
Customers should not send products to an address not provided or confirmed by Monitor Store KE.
- Inspection of Returned Products
Returned monitors may be inspected before an exchange, replacement, repair, or refund is approved.
The inspection may verify:
- Product model
- Serial number
- Physical condition
- Screen condition
- Reported fault
- Accessories
- Warranty status
- Signs of misuse
- Signs of unauthorised modification
Receiving a returned product does not automatically mean that a refund has been approved.
- Refunds
Where a refund is approved, Monitor Store KE will communicate the applicable refund process.
Refunds may be made using the original payment method or another reasonable method agreed with the customer.
Processing times may vary depending on the payment method and financial institution involved.
Where a third-party payment provider is used, additional processing time may be required.
- Exchanges and Replacements
Where appropriate, Monitor Store KE may offer an exchange or replacement.
This may depend on:
- Availability of the product
- Nature of the issue
- Warranty conditions
- Product condition
- Applicable consumer rights
If the same model is unavailable, we may discuss an alternative solution with the customer.
- Proof of Purchase
Customers may be required to provide proof of purchase when requesting a return, exchange, warranty service, or refund.
Examples include:
- Order number
- Invoice
- Receipt
- Payment confirmation
- Customer name
- Contact information
- How to Request a Return
Contact Monitor Store KE using:
Email: [Insert Email]
Phone / WhatsApp: [Insert Phone Number]
Please provide:
- Your name
- Order or invoice number
- Monitor model
- Date of purchase
- Description of the problem
- Photographs or videos where relevant
- Any additional information reasonably required
Our team will review the request and provide the next steps.
- Return Authorisation
Please do not send a monitor back without contacting us first.
Once your request has been reviewed, we may:
- Provide troubleshooting assistance
- Request photographs or videos
- Arrange an inspection
- Provide return instructions
- Initiate a warranty process
- Arrange an exchange
- Approve a refund where applicable
- Consumer Protection
This policy operates alongside applicable consumer protection laws in Kenya.
Kenya’s Consumer Protection Act provides protections relating to consumer agreements and the quality of goods and services. The Act also provides that certain implied conditions and warranties cannot simply be removed through contractual terms.
Nothing in this policy is intended to remove or limit a consumer right that cannot lawfully be excluded.
- Fraudulent or Abusive Returns
Monitor Store KE may investigate suspected fraudulent or abusive return claims.
This may include:
- False damage claims
- Product substitution
- Serial-number manipulation
- Unauthorised modification
- Returning a different product
- Deliberate damage
- Repeated abusive claims
Any action taken will be subject to applicable law.
- Changes to This Policy
Monitor Store KE may update this Return & Refund Policy from time to time to reflect changes in our business, products, procedures, or applicable legal requirements.
The latest version will be published on our website.
- Contact Us
