Return Policy
Last updated: 30th October, 2026
Goldec takes back items that arrive faulty and items we sent by mistake. Read the conditions below before you contact us, because a return outside them will not be approved.
1. Items We Take Back
We accept a return when:
- You received a different product, model, colour or capacity from the one you ordered.
- The item is faulty out of the box. For example, earbuds that refuse to pair, a power bank that will not charge, or a watch screen with dead pixels.
Report the problem within 48 hours of receiving the item. We do not process reports that reach us after 48 hours. Problems you find while the rider is still with you are the fastest to resolve, so test the item on delivery where you can.
2. Condition of the Returned Item
Send the item back with its box, cables, adapters, ear tips, straps, manuals and any free gifts that came with it. Do not stick on screen protectors or skins before you confirm the item works.
A fault that only shows once you open and switch on the item still qualifies, as long as you report it within 48 hours. A wrong item that you opened and used does not qualify. Keep a wrong item sealed and contact us.
3. Change of Mind
You are free to return an item you no longer want if all of these apply:
- You tell us within 24 hours of delivery.
- The item is sealed, unused and in its original packaging.
- You pay the full delivery cost of the return, even if your first delivery was free or discounted.
4. Items We Do Not Take Back
- Items with cracks, dents, scratches or water damage that happened after delivery
- Items with broken seals or signs of use, returned for change of mind
- Items opened, repaired or modified by anyone other than Goldec or the brand's service centre
- Batteries worn down by normal use, and other wear and tear
- Damage from wrong chargers, power surges, drops or misuse
5. Manufacturer's Warranty
Most items come with the manufacturer's warranty. After the 48-hour return window closes, contact us about any fault covered by that warranty, and we will guide you through the brand's warranty process.
6. Replacement or Refund
For a faulty or wrong item, we replace it with the correct, working item first. If we do not have stock to replace it, we refund you.
7. Who Pays the Return Delivery
- Our mistake (wrong item): Goldec pays the full cost of collecting and replacing it.
- Any other reason, including change of mind or faulty product: you pay. The amount is the full fee our rider or courier charges for the trip, not the reduced delivery fee you paid at checkout.
For faulty items, it's a manufacturer's error which is corrected by the warranty if available. For those cases, you may bring the item to our shop at Terry House, Mfangano Street, 3rd Floor, Shop 132 for replacement, or for next steps on warranty claims. We will guide you through the process. If you prefer our riders picking up a defective product from your address, you will pay the full delivery cost charged by the rider, not the reduced fee you paid at checkout.
8. Getting the Item Back to Us
We agree on one of these options with you when you report the problem:
- Within Nairobi, our rider collects the item and hands over the replacement on the same trip. Delivery charges apply as set out in section 7.
- You bring the item to our shop at Terry House, Mfangano Street, 3rd floor, shop 132.
- Outside Nairobi, you send the item back by courier.
9. Refund Method and Timing
We refund through M-Pesa or the method you paid with. We approve your refund within 24 to 48 hours after the returned item reaches us and passes inspection.
10. How to Start a Return
Contact us within the time limit through:
- Call, SMS or WhatsApp: +254703921201
- Email: sales@goldec.co.ke
Share your order number or the name and phone number on the order, plus a photo or short video of the problem.
11. Updates to This Policy
We update this policy from time to time. The version on this page applies from the date it goes live.