Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you receive a product that is faulty, damaged, or not as described, you may return it within 7 days of delivery for a full refund or exchange.

You are eligible to return an item if: • The product arrived physically damaged during shipping • The product is faulty or stops working within 7 days of delivery • You received the wrong product • The product is not as described on the product page The item must be: • In its original sealed or factory packaging • Unused and unactivated (for phones and electronics) • Accompanied by all original accessories, SIM ejector, charger, and documentation

The following cannot be returned: • Products that have been activated, set up, or used • Products with physical damage caused by the buyer (drops, liquid damage) • Products where the seal has been broken by the buyer • Products returned after the 7-day window • Change of mind — please order carefully as we cannot accept returns for change of mind • Software issues that are resolvable (we will assist you to resolve these) • Products with missing accessories or packaging

Step 1: Contact us via WhatsApp (+234 901 859 1391) or email (returns@kenotradeng.com) within 7 days of receiving your order. Step 2: Provide your order number, a description of the issue, and clear photos or a short video showing the fault. Step 3: Our team will review your request within 24 hours and confirm eligibility. Step 4: If approved, we will arrange collection of the item at no charge to you. Step 5: Once received and inspected, we will process your refund or dispatch your replacement within 3–5 business days.

Approved refunds are processed to the original payment method: • Paystack / Flutterwave payments: refunded within 3–5 business days to your card or bank account • Bank Transfer payments: refunded to the same bank account within 2–3 business days • Store Credit: available immediately upon approval if preferred We do not charge any restocking fee on eligible returns.

If you would prefer an exchange rather than a refund, we are happy to swap your item for the same product or an item of equal value. If the replacement item is of higher value, you will be asked to pay the difference.

If your product develops a fault after the 7-day return window but within the manufacturer warranty period, this is handled as a warranty claim — not a return. Please contact us via WhatsApp and we will manage the warranty process with the manufacturer on your behalf at no cost to you.

For all returns and refund enquiries: WhatsApp: +234 901 859 1391 Email: returns@kenotradeng.com Hours: Monday – Saturday, 8am – 7pm

💬 WhatsApp Us ✉️ Email Returns Team