Delivery & Returns Policy -Talisa Phones
Welcome to Talisa Phones (www.talisaphones.co.ke). This page explains how we handle deliveries, order processing, and product returns. Placing an order with us means you've read and accepted the terms below.
Delivery Policy
How Fast You'll Get Your Order
Nairobi CBD: Your order arrives within 60 minutes of confirmation (during trading hours).
Greater Nairobi (outside CBD): Expect delivery within roughly 2 hours of confirmation.
Rest of Kenya: Delivered within a day through our partner courier network.
These windows depend on our normal trading hours and can shift if there's a spike in orders, bad weather, or circumstances beyond our control. If something's going to be late, we'll reach out and let you know.
Getting Your Order Ready
Orders typically leave our shop within 1–2 hours of being placed.
We keep fulfilling and dispatching orders even on weekends and public holidays whenever we're able to.
If we're swamped with orders or a courier hits a snag, processing might take longer -we'll keep you posted if that happens.
Delivery Fees & Timing
Shipping costs are worked out at checkout using your delivery address and the weight of your package.
Prices can shift over time, so always check the checkout page for the current rate.
Occasionally things run behind schedule for reasons outside our control - we appreciate your patience.
Where We Deliver
We currently deliver only inside Kenya.
We can't deliver to P.O. Box addresses - please give us a real, reachable address (home, office, apartment, shop, or even a landmark like a fuel station).
Import Duties & Government Charges
Any customs fees, VAT, or other taxes levied by Kenyan authorities on your order are your responsibility to cover - these are outside Talisa Phones' control and aren't included in our prices.
If Something Arrives Broken or Missing
Reach out right away if your parcel shows up damaged or a package never arrives. Hang onto the box, packing materials, and the item itself so we can look into it properly. While we can't take responsibility for damage or loss that happens in transit, we'll do what we can to help you sort things out with the courier.
Returns & Exchange Policy
Because of the nature of electronics, we generally don't accept returns or swaps unless something is genuinely faulty.
Got a Faulty Item?
Get in touch with your order number, the product name, and a short explanation of what's wrong. You're also welcome to bring the item into our store and speak to someone in person.
What We Need From You
Let us know within 5 days of receiving your order.
The item needs to come back complete - original packaging, manuals, cables, and any accessories included.
Hold onto your receipt or order confirmation as proof of purchase.
What Happens Next
Once the returned item reaches us, our team checks it over to confirm the fault. We'll call you afterward to let you know whether it qualifies for a refund or a replacement.
Refunds
Approved refunds go back through the same payment method you originally used.
Delivery and handling fees aren't refundable.
Getting the item back to us is on you - both the cost and the risk of transit.
Exchanges
Replacements are only offered for items that are faulty or arrived damaged.
If we approve an exchange, we'll ship the replacement to you free of charge.
Sending Something Back
Return shipping costs and any related insurance are covered by you, the customer. We can't be held responsible for anything that happens to a return parcel while it's in transit - using a courier that offers tracking is strongly encouraged.
A Few More Things
This policy covers items bought directly from Talisa Phones - whether through our website or our physical store.
Manufacturer warranties are handled separately; check our Terms & Conditions for details, since Talisa Phones doesn't issue those warranties ourselves.
We reserve the right to turn down a return or exchange request that doesn't meet the conditions above.
Get in Touch
Address: Bank House 5th Floor Moi Avenue Nairobi, Kenya Email: info@talisaphones.co.ke Phone: 0724 368 347