Published on: Mar 1, 2023 at 12:19
Last Updated on: Mar 1, 2023 at 12:19
As TSL Online we pride ourselves on a tradition of outstanding customer care and support. It is important for our customers to understand the standards that have been established regarding the terms and conditions of a sale.
Online Returns Process:
TSL Online returns can be initiated in the following ways (ONLY if you have made an order):
- By filling out the Refund Request Form found under your order section by clicking on “My account (at the top right) -> Orders -> My Orders”, or by clicking this link here and then filling out the Refund Form with all the necessary details.
- Share the receipt or proof of purchase. The receipt can be downloaded from the email address used when placing the order.
- Customers can call us on our hotline number (+254) 0715550011 and send us an image of the defective product for our review.
- Customers can email us on customerservice@tslonline.co.ke for any inquiries/challenges, and orders@tslonline.co.ke for any order related queries.
- Alternatively, returns can be brought to our office at Amee Arcade building, level 3, Westlands.Nairobi.
TSL Online allows customers to return products (*terms and conditions apply) within seven days after the order has been delivered. If seven days have gone by since your purchase, unfortunately, we will not be able to process a refund or exchange.
Processing returns will be classified as below:
Returns for (Computing) Laptops, Printers, Scanners and Projectors:
- Upon delivery, customer will be required to inspect the products mentioned carefully for damage while the delivery agent is still present. (Applies to deliveries within Nairobi).
- For deliveries out of Nairobi the customer is expected to report any issues within 24 hours of delivery.
- If the customer discovers any damage while the delivery agent is present, they can refuse delivery and will receive a full refund.
- If, after delivery, the product has a malfunction, all returns, in-house servicing (if applicable), and warranty repairs are handled exclusively within terms and conditions applicable TSL Online.
Returns for audio, video, peripherals, accessories, and storage are only accepted if:
- Product received is damaged or defective and it is reported within 2 days.
- The manufacturer’s seal has not been tampered with.
- Product is unused and is in its original packaging.
The following Goods cannot be returned:
- The supply of goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
- Any product that is returned with a missing item will be rejected and flagged as an invalid return.
- TSL Online has the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion
Refunds/Exchanges:
- Once the product has been returned, the service center technician will investigate the issue. If the item has been declared defective, a return/exchange will be issued.
- The process can take up to seven business days from the date of collection.
- The customer will not be charged for delivery of the replacement product if the product is defective.
- If the product is not faulty nor damaged and is being returned – TSL Online will not take liability for the shipping charges.
- We will keep you posted through email and text on the status of your return.
- Refunds will not be issued on any items that are discounted/on sale.
NB: All promo gifts need to be returned along with the product.
Your Order Cancellation Rights:
You are entitled to cancel your order within two days without giving any reason provided the item has not been shipped/delivered.
To exercise your right of cancellation you must inform us of your decision by means of a clear statement.
You can inform us of your decision via email: orders@tslonline.co.ke.
We will reimburse the funds no later than 7 days from the day on which we receive the order. We will use the same means of payment used for the order, and charges will not be incurred for such reimbursement.
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