Returns & Warranty Policy

Last updated: June 2026

We want every device you buy from Honor Kenya to work as expected. This page explains how returns and manufacturer warranty claims work for devices purchased through us.

1. Dead-on-arrival (DOA) returns

If your device arrives with a fault that was present out of the box (for example, it does not power on, or a major component is non-functional), please message us on WhatsApp within 48 hours of delivery with a description and, where possible, a photo or video of the issue. Once confirmed as a genuine DOA fault, we will arrange a replacement or repair through the appropriate channel at no extra cost to you.

2. Change-of-mind returns

Because each unit is reserved and sourced specifically against your WhatsApp order, change-of-mind returns are handled on a case-by-case basis. To request one, contact us as soon as possible after delivery — ideally within 24 hours — with the device unopened or in original condition, including all accessories and packaging. Approved change-of-mind returns may be subject to a restocking consideration, which we will confirm with you before processing.

3. Manufacturer warranty coverage

All genuine Honor smartphones sold by us carry the standard Honor manufacturer warranty applicable to the device's market variant, typically covering:

• Manufacturing defects in materials and workmanship
• Hardware component failures under normal use
• Battery defects within the manufacturer's stated coverage period

Warranty duration varies by model and component (for example, batteries are often covered for a shorter period than the main device). We will confirm the specific warranty period for your model at the time of purchase.

4. What's not covered

The manufacturer warranty does not cover:

• Physical damage, including cracked screens, liquid damage, or impact damage
• Damage caused by unauthorised repairs or modifications
• Normal wear and tear, including cosmetic scratches
• Software issues caused by unauthorised ROMs, rooting, or third-party app installations
• Damage resulting from improper use, charging with non-compliant accessories, or exposure to extreme conditions

5. How to make a warranty claim

To start a warranty claim:

1. Message us on WhatsApp with your device model, proof of purchase, and a description of the fault
2. We'll advise whether the issue is likely covered under warranty and the next steps
3. Depending on the model and location, we'll either guide you to the nearest authorised Honor service centre or facilitate the claim on your behalf

6. Authorised service centres

For repairs outside the return window described above, devices can also be taken directly to an Honor-authorised service centre. Message us on WhatsApp and we'll point you to the nearest one along with what to bring (typically your device, proof of purchase, and a valid ID).

For any returns or warranty question, reach us on WhatsApp at 0746 152231.