Returns and refund policy.
We want you to be happy with your equipment and our work. If something is wrong, talk to us first and we will put it right.
Last updated: October 2026
Contact us before you request a refund or send anything back.
Please call, message or email us first, with your order number or the product name. We will confirm whether the item can be returned, and how. Items sent back without contacting us first may not be accepted.
Four simple steps.
Contact us
Tell us what you ordered, what is wrong, and send a photo if you can.
We review
We check your request and confirm if a return, exchange or refund applies.
Return the item
Bring it to our shop or send it as we agree, with your order details.
Refund or exchange
After we inspect the item, we refund you or send a replacement.
What we can and cannot take back.
We can usually help when
- The item arrived damaged or faulty.
- We supplied the wrong item.
- The item is unused, in its original packaging, and you contact us within 7 days of receiving it.
We usually cannot accept
- Items that have been installed, used or damaged after delivery.
- Cable cut to your requested length, and special or custom orders.
- Items without their original packaging or accessories.
- Items returned without contacting us first.
Refunds
Once we receive and inspect a returned item, we will tell you whether the refund is approved. Approved refunds are paid back to you by the same method you used to pay, such as M-Pesa or bank transfer, within 7 working days.
If an item is not suitable for return, we may offer an exchange or a credit note instead, where that is possible.
Return costs
- If we sent the wrong item, or it arrived damaged or faulty, we will cover the cost of returning it.
- If you change your mind about an eligible item, the cost of returning it is yours.
Damaged or faulty deliveries
Please check your order when it arrives. If something is wrong, contact us within 7 days with your order details and photos, so we can sort it out quickly.
Cancelling an order
You can ask to cancel an order before it is dispatched. Contact us as soon as possible and we will confirm whether it can still be stopped.
Installation and support work
If you are not satisfied with an installation or service we provided, contact us and describe the problem. We will review it with you and arrange a visit or a fix where needed. Services that have been completed and accepted are not refunded in the same way as products.
Your rights
This policy does not limit any rights you have under Kenyan consumer law.
Need to return something?
Start by contacting us.
0740 955244 / 0714 362738 · sales@lightwave.co.ke
Lonrho House, Standard Street, Nairobi, Kenya