Refund and Returns Policy
At Potent, we are committed to providing Nairobi with the highest standard of authentic technology solutions. We understand that tech investments are significant, and our policy is designed to protect both your purchase and the integrity of our inventory.
1. 7-Day Inspection Period
You have 7 days from the date of purchase, delivery, or store pickup to initiate a return request.
- Completeness: All original manuals, accessories, and promotional bundles must be included and undamaged.
- Condition for Full Refund: To be eligible for a full refund or exchange, the item must be factory-sealed, unused, and in its original, pristine packaging.
2. Non-Returnable Items
To maintain security and authenticity for all our clients, we cannot accept returns for:
Clearance or “Final Sale” items.
Items with broken manufacturer seals (unless a technical hardware defect is verified).
Consumables such as printer ink, toners, and software licenses once opened.
Custom-configured systems: Specifically built-to-order Computers, Servers, or POS systems.
Devices that have been activated or linked to personal accounts (e.g., Apple ID, iCloud, or Microsoft accounts).
3. Hardware Defects & Technical Support
If your equipment experiences a technical fault:
- The 48-Hour Window: If a verified hardware defect is discovered within 48 hours of purchase, we provide a priority replacement or repair following a technical assessment at our Pioneer Kenyatta Avenue service suite.
- Manufacturer Warranty: Beyond the initial 48 hours, products are covered by their respective Manufacturer’s Limited Warranty. Potent will assist you in coordinating with Authorized Service Providers to ensure your business remains operational.
4. Refund & Restocking Protocol
Once your return is received and undergoes a technical inspection:
Restocking Fee: At management’s discretion, a 15% restocking fee may be applied to items returned with opened packaging that are otherwise in pristine, resalable condition.
Approval Notification: We will notify you via email or phone regarding the status of your refund.
Processing Time: Approved refunds are processed via the original payment method (M-Pesa, Bank Transfer, or Card) within 3–5 business days.
5. Logistics for Returns
In-Store Returns: You may bring your item directly to our shop at Pioneer Kenyatta Avenue, 4th Floor, Suite 412, Nairobi.
Courier Returns: Customers outside the Nairobi Metropolitan area are responsible for the shipping costs of returned items. Shipping fees are non-refundable. We strictly recommend using trackable, insured couriers (e.g., G4S or Wells Fargo) as Potent is not liable for items lost in transit.
6. Contact Support
Our technical team is here to help you troubleshoot before you decide to return.
Visit Us: Pioneer Kenyatta Avenue, 4th Floor, Suite 412, Nairobi.
Call/WhatsApp: +254 725 055 424
Email: info@potent.co.ke