Warranty, Returns, Refunds Policy

Versatile Kenya staff are obligated to ensure that your rights are NOT limited in any way.

Limiting your rights may include:

• Informing you that the manufacturer is solely obligated to remedy your faulty product.

• Refusing to refund, replace or repair a product that is faulty and became faulty through no fault of your own within a timeframe considered reasonable under the Minimum Warranty.

• Failing to escalate or properly address any dispute you have in relation to any minimum timeframes and minimum remedies outlined in this document.

• Failing to assist in a courteous and timely manner with a remedy that is in accordance with Versatile Kenya’s Warranty Policy.

If at any time you feel that Versatile Kenya staff conduct is not in accordance with these guidelines, please ask to speak to the Store Manager or Manager on Duty.

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Making a Warranty Claim

If your goods are faulty and you are entitled to a remedy under Versatile Kenya’s Warranty Policy, Versatile Kenya will bear your reasonable expenses of making a claim under the Policy.
This includes arranging and paying for, or reimbursing, the reasonable cost of transporting the goods to and from your nearest store and/or any repair agent — provided that you contact us in advance and obtain our prior approval.

This guide applies to goods purchased directly from Versatile Kenya.

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Your Rights Under Kenyan Consumer Law

The Kenyan Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services.
For example, it requires that goods must be free of defects and perform as intended. Services must also be carried out with care and skill.

These rights automatically apply whenever goods or services are supplied to a consumer and are referred to as Consumer Guarantees.

You are entitled to:

• A replacement or refund for a major failure.

• Compensation for any other reasonably foreseeable loss or damage.

• A repair or replacement if goods fail to be of acceptable quality and the issue does not amount to a major failure.

Consumer Guarantees do not have a fixed time limit but generally last for an amount of time that is reasonable, based on factors such as cost, quality, and any product representations made.

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Our Warranty Policy

Versatile Kenya will provide a refund, replacement, or repair in accordance with the Versatile Kenya Warranty Policy set out in this document.
This policy outlines the minimum time periods within which Versatile Kenya will offer a refund, replacement, or repair — in line with your rights under Kenyan law.

To obtain a refund or any other remedy, please visit our store or contact us via our website at
👉 https://versatile.co.ke/contact/

You will be required to provide proof of purchase from Versatile Kenya.

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Assessment and Product Returns

Versatile Kenya needs to be satisfied that the product is faulty, understand the cause of the fault, and confirm that the problem was not caused by misuse or external factors.
We reserve the right to have returned goods assessed within a reasonable timeframe by the manufacturer to determine whether the goods are defective or simply require troubleshooting.

In most cases, faulty goods will have been sold with accessories such as power cords, chargers, cables, or remotes.
To process refunds, exchanges, or replacements, customers are required to return faulty products complete with all original accessories supplied at the time of purchase.

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Commercial Use Exclusion

Versatile Kenya reserves the right not to provide a remedy under this Warranty Policy if the product has been used predominantly in a commercial or business environment and Versatile Kenya has not, prior to purchase, expressly advised that the product is suitable for that purpose.
In such circumstances, you may still have rights under Kenyan Consumer Law.

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Manufacturer Support

Most manufacturers have dedicated support centers to handle issues related to their products and may even offer in-home service or advanced troubleshooting.
In some cases, contacting the manufacturer directly may provide a faster resolution — even if the manufacturer’s warranty has expired.

However, you are not required to contact the manufacturer first.
If you are unsatisfied with the manufacturer’s response or remedy, please contact our Store Manager for further assistance.

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Fault Determination and Remedies

Versatile Kenya or the manufacturer will determine, at no cost to you, whether the product is faulty and identify the cause within a reasonable timeframe.
If the product is confirmed faulty through no fault of your own, you may choose from the following remedies:

• Exchange for a new product.

• Refund of the original purchase price.

• Free repair in accordance with the manufacturer’s warranty.

For large or fixed products (e.g., major appliances or mounted systems), Versatile Kenya will coordinate with the manufacturer to repair the product at your premises whenever possible, as this is usually the most convenient option.