Refund & Returns Policy
We want you to be completely satisfied with your purchase. Here's everything you need to know about returns.
What is your return window?
We offer a 30-day window for returns from the date of purchase, giving you time to inspect and evaluate your product.
What condition must returned items be in?
Products must be in their original, unused condition with all original packaging intact and included, along with proof of purchase (your order number).
Which items cannot be returned?
Custom-configured items, software, and products damaged through misuse or unauthorised repair cannot be returned. Items must not show signs of use beyond inspection.
How long do refunds take?
Once we receive and inspect your returned item, approved refunds are processed to your original payment method (or via M-Pesa) within a few business days.
How do I start a return?
Contact us at sales@etherealsolutions.co.ke or +254 718 773 340 with your order number and reason for return, and our team will guide you through the process.
Who pays for return shipping?
If the return is due to our error or a faulty product, we cover return shipping. Otherwise, return shipping costs are the customer's responsibility.