Overview
Our refund and returns policy lasts 3 days. If 3 days have passed since your purchase, we can’t offer you a full refund or exchange.
At Excalibur Dealers Limited, we want our customers to receive the correct products in good working condition. If there is a problem with your order, please contact us as soon as possible so that we can assess the issue and advise you on the appropriate solution.
When a Product May Be Returned
A product may qualify for a return, replacement, repair, or refund where it is:
- Defective or not functioning as expected due to a manufacturing or product fault.
- Damaged when received.
- The wrong product supplied by Excalibur Dealers Limited.
- Significantly different from the product description provided on our website.
All returns are subject to inspection and verification.
Proof of Purchase
Customers must provide reasonable proof of purchase when requesting a return, replacement, repair, or refund. This may include an order confirmation, receipt, invoice, or other purchase information.
Condition of Returned Products
Where a return is approved, customers may be required to provide the product with its original packaging, accessories, manuals, warranty documentation, and other items supplied with the product, where applicable.
The product should be returned in the condition in which it was received, taking into account the issue being reported.
Products That May Not Qualify for a Return
A product may not qualify for a return, replacement, repair, or refund where the problem has resulted from:
- Misuse or improper use.
- Accidental damage.
- Liquid or moisture damage.
- Physical damage caused after delivery.
- Unauthorized opening, repair, modification, or tampering.
- Improper installation or handling.
- Normal wear and tear.
- Damage caused by accessories or equipment not approved for use with the product.
This does not affect any rights that cannot legally be excluded under applicable law.
Damaged or Incorrect Orders
Customers should inspect their order when it is delivered. If an item arrives damaged, is incorrect, or has another significant issue, please contact Excalibur Dealers Limited promptly and provide the relevant order details and, where helpful, photographs or other information showing the problem.
We will assess the issue and advise whether the appropriate solution is a replacement, repair, refund, or another suitable resolution.
Refunds
Where a refund is approved, the refund will be handled using the applicable payment or refund method and according to the circumstances of the order.
The amount refunded will depend on the approved return or refund.
A refund will not be issued simply because a product has been returned without meeting the applicable return conditions.
Exchanges and Replacements
Where appropriate and subject to availability, Excalibur Dealers Limited may provide a replacement for an eligible defective, damaged, or incorrectly supplied product.
If the same product is unavailable, we will communicate the available options with the customer.
Repair Services
For devices submitted for repair, the nature of the fault and condition of the device will be assessed before the appropriate repair is carried out.
Customers should back up important files before submitting a device for repair. Excalibur Dealers Limited takes reasonable care during servicing but cannot guarantee that data will remain intact during technical procedures.
How to Request a Return
To request a return, replacement, repair, or refund, contact us with:
- Your name and contact details.
- Proof of purchase or order information.
- The product involved.
- A clear description of the problem.
- Photographs or other supporting information where relevant.
Phone: +254 702 768499
Email: info@excaliburdealerslimited.com
You may also visit us at:
Excalibur Dealers Limited
E.T. Center Building
Opposite Comfy Hotel
Ground Floor, Room No. G09
Eldoret, Kenya
We will review the request and communicate the next steps.
Important Notice
Returning a product does not automatically mean that a refund will be issued. Every return is subject to assessment against this policy and the circumstances of the purchase.
Nothing in this policy is intended to remove or restrict any consumer rights that cannot legally be excluded.