Returns and refund Policy

At Bigtech CCTV, customer satisfaction is at the heart of everything we do. We understand that on occasion, returns or exchanges may be necessary. This policy outlines the conditions under which returns, refunds, or exchanges can be processed.

1. 📅 Return Window & Eligibility

We accept returns within 10 days of delivery, provided the item:

  • Was purchased directly from our official store or website.

  • Is accompanied by a valid receipt or delivery note.

  • Meets the return conditions listed below.

Returns after 15 days will only be considered where required under Kenyan consumer protection laws.

2. ✅ Valid Reasons for Return

You may be eligible to return or exchange a product if:

a) Incorrect Product or Specifications

  • If you received the wrong item (e.g. wrong model, size, or specifications) and it is unopened, we will arrange an exchange.

  • Refunds will not be issued for wrong selections made by the customer.

b) Defective or Faulty Product

  • If the item has a manufacturing defect (not resulting from misuse or damage), it can be returned under warranty for repair or replacement.

c) Damaged on Arrival

  • If your product arrives physically damaged, you must report it within 24 hours of delivery with supporting photos or video evidence.

d) Missing Parts or Accessories

  • Missing components must be reported within 48 hours of receiving the item.

e) Counterfeit or Misrepresented Products

  • If an item is proven to be inauthentic or not as described, we will issue a full refund or replacement.

f) Wrong Item Delivered

  • If the wrong item was shipped to you, notify us within 3 days so we can arrange a correction or exchange.

❌ Important Exclusions (Non-Returnable Items)

Returns will not be accepted for:

  • Custom or personalized products

  • Clearance, open-box, or final-sale items

  • Items that show signs of use, tampering, or have broken factory seals

  • Items returned without original packaging and documentation

3. 💳 Refund Process

Once your returned item is received and inspected:

  • If approved, your refund will be processed within 7–10 business days.

  • Refunds are made to the original payment method, unless otherwise agreed.

In cases where payment on delivery was used, refunds may be issued via mobile money or bank transfer, upon confirmation.

4. 🔁 How to Initiate a Return

To start a return or exchange:

  1. Contact our support team through the details below.

  2. Provide your order number, receipt, and a brief description of the issue.

  3. Attach relevant photo/video evidence (if applicable).

  4. Ensure the product is returned in its original packaging with all components.

5. 📞 Contact Us

Have questions or need assistance with a return?

Bigtech CCTV
📞 0727-357-825 / 0726-957-162
📧 sales@bigtechcctv.com
📍 Accra Towers, Next to Accra Hotel, First Floor – Shop F05, Nairobi, Kenya