Refund policy


Returns, Refunds & Warranty Policy

At Queens Mobile, we are committed to providing quality products and excellent customer service. To ensure a smooth shopping experience, please review our return, exchange, refund, and warranty policy before making a purchase.

1. Return & Exchange Policy

Return Period
Returns are accepted within 24 hours of purchase, subject to the conditions outlined below.

Eligible Returns
Only eligible products may be returned. Accessories and sealed items are non-returnable.

Non-Returnable Items

  • Opened accessories with seals

  • Purchased software

  • Products with physical damage

  • Products damaged by water or liquid spillage

No Exchange After 24 Hours for Brand-New Products

Brand-new products are eligible for exchange within 24 hours of purchase only.

After the 24-hour exchange period has passed, the manufacturer's warranty will apply, and exchanges will not be processed in-store unless otherwise covered by the applicable warranty terms.

2. Refund Process

A full refund may be provided where the returned product has been inspected and confirmed to have no physical damage caused by the customer.

  • All returned products must be inspected by our team before a refund is approved.

  • Approved refunds will be processed within 3 business days after validation.

  • If you have not received your refund within 12 days, please contact us at info@queensmobile.co.ke for assistance.

3. Warranty & Support

We stand behind the quality of the products we sell and offer the following warranty periods:

  • Brand-new products: 1-year warranty

  • Refurbished products: 6-month warranty

Some warranty claims may be handled in-store where an exchange is available.

If a replacement unit is available in stock and the product qualifies for an exchange within the eligible period, we may provide a brand-new replacement.

After the exchange period has ended, warranty claims will generally be handled through the manufacturer, depending on the product, its condition, and the applicable warranty terms.

4. Contact Us

For return, refund, exchange, or warranty inquiries, please contact us:

📞 +254 721 145 345
📧 info@queensmobile.co.ke
📍 NAIROBI CBD, ALONG TOM MBOYA STREET, OPPOSITE KINGS COLLECTION, NEXT TO DIPLOMAT HOTEL, GROUND FLOOR.

Queens Mobile Store- Quality Products. Genuine Service.