Returns Policy
Last updated: January 2025
7-day returns
From date of delivery
Easy process
WhatsApp us to start
Fast refunds
M-Pesa within 48hrs
7 days, no drama
If something's off — wrong item, broken on arrival, or just changed your mind — you've got 7 days from delivery to sort it out. Item must be unused, with original packaging and accessories. Once you've opened and used something, we can't take it back (for hygiene reasons on earbuds, and liability reasons on electronics).
What we can't take back
A few things are final sale: software/licenses once activated, earphones once the hygiene seal is broken, anything you marked as a custom order, and items sold under 'Final Sale' labels. If you're unsure, ask before you buy.
Starting a return
Simple. WhatsApp us at +254 704 218 119 or email hello@setup.ke within 7 days. Send your order number and a quick photo or video showing the issue. We'll review within 24 hours. If we messed up (wrong item, damage) — we pick it up free. If it's a change of mind, there's a KES 200 pickup fee.
Getting your money back
Once we receive and check the returned item, refund is processed within 24–48 hours. M-Pesa refunds land instantly once approved. Bank transfers take 1–3 business days. Shipping fees are only refunded if we were the ones who got it wrong.
Got a damaged or wrong item?
Contact us within 24 hours of delivery — that's important. Send photos or a short video. We'll send a replacement or full refund, and we'll sort the return shipping too. No cost to you.
Warranty claims
If a manufacturer defect shows up after 7 days but within the warranty period, that's a warranty claim, not a return. WhatsApp us and we'll work with the distributor or manufacturer on your behalf.