Returns & Refunds
We want you to love every product you buy from RayTech. If something isn't right, we're here to make it right — quickly and fairly.
Our Returns Promise
At RayTech, we believe in the quality of the products we sell. If you're not completely satisfied with your purchase, you can return it within 14 days of delivery for a full refund or exchange — provided the item is in its original condition.
Whether you've changed your mind, received a faulty item, or simply ordered the wrong product, our team is here to make the process as smooth as possible. Just reach out, and we'll guide you through the next steps.
Return Options
In‑Store Returns
Visit our Nairobi CBD store at Rahimtullah Trust Building, Room 111, with your item and invoice. Our team will process your return or exchange on the spot.
- 📍 Rahimtullah Trust Building, RM 111
- 🕒 Mon–Sat, 8AM – 6PM
- 📄 Bring your invoice or order confirmation
Courier Pickup
Can't make it to the store? We'll arrange a courier pickup from your location. The return cost is deducted from your refund, unless the item is faulty or we made an error.
- 🚚 Pickup arranged via our courier partner
- 📦 Item must be securely packaged
- 💰 Return cost shared (or free on faulty items)
Exchange for Another Product
If the product isn't what you expected, we're happy to exchange it for a different model or alternative product. Price differences will be adjusted accordingly.
- 🔄 Exchange within 14 days
- 💰 Price difference paid or refunded
- 📦 Original packaging required
Conditions for Returns
To qualify for a full refund or exchange, the item must be in the same condition you received it — unused, undamaged, and with all original packaging, accessories, manuals, and any free gifts included.
We carefully inspect every returned item. Products that show signs of use, damage, or missing components may not be eligible for a full refund, and a restocking fee may apply.
- ✓ Original packaging and accessories included
- ✓ No physical damage, scratches, or wear
- ✓ All tags, labels, and protective films intact
- ✓ Non‑customised products only (custom builds are not returnable)
Return Eligibility
✅ Eligible for Return
- Changed your mind within 14 days
- Incorrect product ordered
- Product arrived damaged or faulty
- Not as described on the website
- Incompatible with your setup
❌ Not Eligible
- Custom PC builds (unless faulty)
- Opened software, antivirus, or licences
- Consumables like toners or cartridges (once used)
- Items damaged after delivery
- Products missing original packaging
- Items returned after 14 days (discretionary)
How Refunds Work
Simple, transparent, and fast — here's what to expect after you return an item.
Initiate Return
Contact us via phone, WhatsApp, or email with your order number and reason for return.
Return the Item
Bring the item to our store or arrange courier pickup. Ensure it's securely packaged.
Inspection
Our team checks the item to confirm it meets our return conditions — usually within 1–2 business days.
Refund
Refunds are processed within 3–5 business days to your original payment method. You'll receive a confirmation email.
Frequently Asked Questions
How long do I have to return an item?
You have 14 days from the date of delivery to request a return for most products. Some items like custom builds have different policies — check your invoice for details.
Who pays for return shipping?
If you've changed your mind, you're responsible for the return shipping cost. If the item is faulty, incorrect, or damaged, we cover the cost.
Can I exchange an item instead of a refund?
Absolutely. We're happy to exchange for a different product. The same conditions apply, and any price difference will be adjusted.
How long does it take to get my refund?
Once the returned item is inspected and approved, refunds are processed within 3–5 business days. Depending on your bank, it may take a few extra days to appear in your account.
Can I return a custom PC build?
Custom builds are built to your specification and cannot be returned unless they arrive faulty. If there's a defect, we'll repair or replace the faulty components under warranty.
Do I need the original packaging?
Yes — we require the original packaging, accessories, and manuals for a full refund. Missing items may reduce the refund amount or affect eligibility.
Need to start a return?
Our support team is ready to help. Reach out and we'll make it right — quickly and without hassle.
Contact Support