Product Returns

  • Returns or exchanges are only allowed for incorrect items and must be reported immediately before signing for delivery. Customers shall sign a customer acknowledgement and liability waiver form to confirm status of products.
  • Exchange is allowed for items with manufacturers defect identified and brought to the attention of the store within 48 hours. This is subject to verification and does not apply to physical damage.
  • Refunds are issued as a credit note for future purchases and not cash.
  • Standard returns for unused or unwanted items are not accepted after lapse of stipulated 48 hours.

Warranty and Guarantee

  • Warranties are issued by manufacturers, not Naivas.
  • Customers must present the original product and proof of purchase to claim a warranty service.
  • Extra charges for parts may apply based on the manufacturers warranty policy.
  • Warranty periods vary by brand/model, typically ranging from 6 to 24 months.

Customer Support

  • Online support via email and phone for online orders.
  • Products are tested before leaving the store.
  • Warranty and repairs are handled by brand-authorized service centres – Naivas does not repair products directly.

Delivery Service

  • Offers same-day delivery (between 3PM and 8PM) subject to availability of delivery trucks.
  • For online customers, they receive order notifications via phone and can choose a time slot during checkout.
  • For in-store customers, delivery is free within 5KM, then charged at Ksh 60 per KM beyond that radius.