Effective Date: March 18, 2026

At Living Haven Appliances Electronics Ltd (Trading as Hisense Haven), we are committed to customer satisfaction. If you are not fully satisfied with your purchase, we are here to help. Our policy is designed to be transparent and fair, ensuring a reliable shopping experience for all our customers in Kenya.

1. Return Window

Products may be returned within 7 days from the date of delivery. After 7 days, we cannot offer a refund or exchange; however, your product may still be covered under the manufacturer’s warranty.

2. Conditions for Return

To be eligible for a return, the following conditions must be met:

  • The item must be unused and in the same condition that you received it.

  • The item must be in its original packaging, including all accessories, manuals, and documentation.

  • A valid proof of purchase (receipt or invoice) is mandatory.

3. Return Shipping & Fees

To comply with transparent commerce standards, we outline the following costs:

  • Defective or Damaged Items: If the return is due to a defect or damage caused by us or the manufacturer, Hisense Haven will cover the return shipping costs.

  • Customer Remorse (Change of Mind): If you wish to return an item for reasons unrelated to quality (e.g., you no longer want the item), the customer is responsible for paying the return shipping costs.

  • Restocking Fee: We do not charge a restocking fee for returned items.

4. How to Initiate a Return

To start the return process, please follow these steps:

  1. Contact Us: Reach out via email at info@hisensehaven.co.ke or call 0726 355 656 to notify us of your intent to return.

  2. Approval: Once your request is reviewed, we will provide you with instructions on where to send the item or how to drop it off at our Nairobi shop.

  3. Packaging: Ensure the item is securely packed to prevent damage during transit.

5. Damaged or Defective Products

If your item is defective or damaged upon delivery:

  • Please report the issue within 24 hours of delivery.

  • Provide clear photos or videos of the damage as evidence.

  • We will offer a replacement or a repair under the warranty terms.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed within 3–7 business days.

  • Method: The refund will be issued via the original payment method used during the purchase (e.g., M-Pesa or Bank Transfer).

7. Non-Returnable Items

We cannot accept returns for:

  • Items that show signs of use, wear, or damage not caused by us.

  • Items missing their original packaging or serial numbers.

  • Clearance or “Final Sale” items.

8. Warranty

Most of our electronics come with a manufacturer warranty. If a fault develops after the 7-day return window, please contact us so we can assist you with a warranty claim through the official Hisense service channels.

Contact Information

For any questions regarding this policy:

  • 📞 Phone: 0726 355 656

  • 📧 Email: info@hisensehaven.co.ke

  • 📍 Location: Tsavo Road, Tetu Arcade Building, Shop G10, Nairobi, Kenya