Refund & Return Policy
Last Updated: January 31, 2026
14-Day Return Policy
At MARS COMPUTERS, we stand behind the quality of our products. You can return most items within 14 days (2 weeks) of purchase to any of our physical shop locations for a refund or exchange.
1. Return Eligibility Requirements
To be eligible for a return or refund, your item must meet ALL of the following conditions:
Within 14 Days: Item must be returned within 14 calendar days from the date of purchase
Original Condition: Item must be unused, undamaged, and in its original packaging
All Accessories Included: All original accessories, manuals, cables, and packaging materials must be included
Proof of Purchase: You must present the original receipt or invoice
Sealed Products: Items with broken seals, tampered packaging, or missing serial numbers may not be eligible
No Physical Damage: No scratches, dents, water damage, or signs of use
2. How to Return Items
Step 1: Visit Our Shop
Returns must be made in person at one of our physical shop locations within 14 days of purchase:
📍 Moi Avenue Branch
Opposite Nila Baby Shop, Near Pembe Za Ndovu, Mombasa CBD
Open: Mon-Sat, 8:00 AM - 6:00 PM
📍 Mwembe Tayari Branch
Behind Naivas Supermarket, Mombasa Mall, Along Raha Leo Street
Open: Mon-Sat, 8:00 AM - 6:00 PM
Step 2: Bring Required Documents
- Original receipt or invoice (printed or digital)
- Payment card used for purchase (if applicable)
Step 3: Inspection Process
Our staff will inspect the item to ensure it meets all return eligibility requirements. This typically takes 5-10 minutes.
Items that show signs of use, damage, or missing components will not be accepted for return.
Step 4: Choose Refund or Exchange
Once approved, you can choose between a full refund or exchange for another product of equal or greater value.
3. Refund Processing
Refunds will be processed using the same payment method used for the original purchase:
💳 Card Payments
Refunded to original card within 5-10 business days
📱 M-Pesa
Refunded to original M-Pesa number within 24-48 hours
💵 Cash Payments
Immediate cash refund at the shop
🏦 Bank Transfer
Refunded to original account within 3-7 business days
Note: Delivery charges are non-refundable unless the item was defective or incorrect.
4. Non-Returnable Items
The following items CANNOT be returned or refunded:
- ✗Software products with opened or broken seals
- ✗Customized or made-to-order products
- ✗Items purchased on clearance or final sale
- ✗Gift cards and vouchers
- ✗Service fees (installation, setup, training)
- ✗Items returned after 14 days from purchase date
- ✗Items with missing serial numbers or tampered warranty seals
5. Defective or Damaged Products
If you receive a defective or damaged product, we will provide a replacement or full refund, including delivery charges.
Reporting Defective Items
- Report defects within 48 hours of delivery
- Provide photos/videos of the defect or damage
- Contact us immediately at +254 733 750 664 or marscomptech@gmail.com
- Bring the item to our shop for inspection
For manufacturer defects discovered after 14 days, please refer to the manufacturer's warranty policy.
6. Product Exchanges
You can exchange products within 14 days for:
- A different model or specification
- A different brand (subject to availability)
- A higher-value product (pay the difference)
- Store credit for future purchases
💡 Tip: Exchanges are processed immediately at our shop locations. No waiting for refunds!
7. Returns vs. Warranty Claims
14-Day Return Policy
- ✓ Change of mind
- ✓ Wrong product ordered
- ✓ Better price found elsewhere
- ✓ Item not as expected
- ✓ Full refund or exchange
Manufacturer Warranty
- ✓ Defects after 14 days
- ✓ Manufacturing faults
- ✓ Hardware failures
- ✓ Repair or replacement
- ✓ 1-3 years coverage (varies)
8. Questions About Returns?
Our customer service team is here to help with your return or refund request.
📞 Call Us
+254 733 750 664
Mon-Sat, 8:00 AM - 6:00 PM
📧 Email Us
marscomptech@gmail.com
Response within 24 hours
📍 Visit our shops in Mombasa - Moi Avenue & Mwembe Tayari