Refund and Returns Policy

Refund and Returns Policy

For eligibility, your devices must be unused and in the same condition that you received it. It must also be in the original packaging.
Notification must be sent to us within 14 days of purchase or installation – whichever comes earlier – for a refund to be applied via email to complaints@mobiwater.co.ke and cc info@mobiwater.co.ke
For faulty devices, we shall offer a refund or exchange.
Refunds will only be made once the faulty device is returned within 7 days of us receiving the notification.
Refunds will entail the exchange of products or credit to be utilized within our product and software portfolio.
To complete your return, we require a receipt or proof of purchase.

Refunds & Exchanges

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your device(s) will be exchange within 14 days depending on availability of the device or credit issued for purchases of devices or services within our portfolio.
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Shipping Returns

To return your product, you should send your product to: Mobi-Water, Kim’s Court, Theta Lane, Off Lenana Road, Kilimani.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Additional Inquiry

Contact us at complaints@mobiwater.co.ke and cc info@mobiwater.co.ke or call 0748 456 365 for questions related to refunds and returns.