Shipping & Return Policy Talisa Phones

Shipping

●       Orders within Nairobi are typically delivered within 1–2 business days.

●       Countrywide shipping is available; delivery times vary by destination.

●       You will receive a confirmation with tracking/order details once your order ships.

●       Delays caused by courier partners, weather, or circumstances outside our control will be communicated promptly.

Returns Policy

We want you to be happy with your purchase. If something isn't right, you can return most items within 5 days of delivery.

Return Window

●       5 days from the date of delivery to initiate a return.

Accepted Return Reasons

●       Defective or faulty item

●       Item not as described (e.g., wrong color, model, or specification)

●       Wrong item received

●       Damaged in transit

●       Changed my mind (buyer's remorse), provided the device is in the same condition as received

Return Conditions

Please note: our devices are genuine ex-UK used/refurbished stock, so we accept returns in new or slightly used condition — you're welcome to power on and test the device before deciding.

●       The device must be in the same condition it was received in, with no additional damage, cracks, liquid exposure, or missing parts caused after delivery.

●       All original accessories (charger, cable, SIM tool, box) and any free gifts must be included.

●       The device must be reset and signed out of any personal accounts (iCloud/Google/Find My) so it can be resold or reissued.

●       Proof of purchase (receipt or order number) must be provided.

●       For defective/damaged/wrong item claims, please contact us within 5 days of delivery with photos of the item and packaging.

●       For change of mind returns, the device should be free of new physical damage beyond normal testing/handling.

Non-Returnable Items

●       Items marked as Final Sale

●       Items with tampered, removed, or mismatched IMEI/serial number labels

●       Devices still locked to a personal account (iCloud/Google/Find My) after return, until unlocked

How to Start a Return

1.      Email us at [insert support email] or WhatsApp [insert number] with your order number and reason for return.

2.      We'll confirm eligibility and provide return instructions (drop-off location or pickup, depending on your area).

3.      Once we receive and inspect the item, we'll notify you of the outcome.

Return Shipping Costs

●       If the return is due to our error (defective, wrong, or damaged item), we cover return shipping.

●       If the return is due to change of mind, the customer covers return shipping costs.

Refunds

●       Approved refunds are processed to your original payment method (or M-Pesa, where applicable) within 3–5 business days of us receiving and inspecting the returned item.

●       Alternatively, you may choose a replacement or store credit instead of a refund.

●       Original delivery fees are non-refundable for change-of-mind returns.

Exchanges

●       Exchanges (e.g., for a different color or model) are available within the same 5-day window, subject to stock availability.

Get in Touch

Address: Bank House 5th Floor Moi Avenue Nairobi, Kenya Email: info@talisaphones.co.ke Phone: 0724 368 347