At SecuDepo, we stand behind every product we sell. If you are not satisfied with your purchase, we will work with you to make it right — whether that means a replacement, a repair under warranty, or a refund. This policy sets out the terms and process for returns and refunds.
Last updated: June 2025
1. Return Window
You may return most products within 14 calendar days of the delivery date, provided the product meets the conditions set out in Section 2 below. Returns requested after 14 days will only be accepted at our discretion and will generally be handled under the terms of our Warranty & Support Policy rather than as a standard return.
2. Return Conditions
To be eligible for a return, the product must:
- Be in its original, unused condition — no physical damage, scratches, missing parts or signs of use.
- Be returned in its original packaging, including all accessories, manuals, cables, brackets and any bundled items that were included in the box.
- Be accompanied by proof of purchase (order confirmation number, receipt or invoice).
- Not have been installed, configured or integrated into an existing system (unless the return is due to a product defect — see Section 5).
Products that do not meet these conditions may be refused for return, or a restocking or condition fee may be applied at our discretion.
3. Non-Returnable Items
The following items are not eligible for return under any circumstances, unless they are found to be defective on arrival:
- Software licences, firmware upgrades and digital downloads, once activated or downloaded.
- Consumables such as batteries, toner cartridges, razor wire (once unrolled) and cabling (once cut to length).
- Products that have been customised, engraved or modified specifically for the customer.
- Products with broken factory seals, tampered serial numbers, or missing manufacturer labels.
- Clearance or heavily discounted items marked as "Final Sale" at the time of purchase.
- Products purchased more than 14 days before the return request (unless a warranty claim applies).
4. How to Initiate a Return
Follow these steps to initiate a return:
- Contact us within 14 days of delivery. Reach us on WhatsApp at +254 714 808 681 or email info@secudepo.co.ke. Provide your order number, the product(s) you wish to return, and the reason for the return.
- Await return authorisation. Our team will review your request and issue a Return Authorisation (RA) number if the return is approved. Do not send products back without an RA number — unauthorised returns will not be processed and may be returned to you at your expense.
- Pack and ship the product. Pack the product securely in its original packaging. Include your RA number and a note with your name, order number and reason for return. Ship the product to the address provided by our team.
- We receive and inspect the return. Upon receipt, we inspect the returned product. This process typically takes 2–3 business days. We will notify you of the outcome by WhatsApp or email.
- Refund or replacement is issued. If the return is approved, we will process your refund or dispatch your replacement as agreed.
5. Defective or Damaged Products
If a product you receive is defective, damaged in transit, or does not match the description on our website, please contact us within 48 hours of delivery with:
- Your order number
- A description of the defect or damage
- Clear photographs or a video showing the issue
For defects reported within 48 hours of delivery, we will cover the cost of return shipping and issue a full replacement or refund at no charge to you. Defects reported after 48 hours but within the warranty period will be handled under our Warranty Policy.
6. Wrong Item Delivered
If you receive an item that is different from what you ordered, please contact us within 48 hours. We will arrange collection of the wrong item and delivery of the correct item at no additional cost to you. Please do not open or use the wrong item if you notice the discrepancy at delivery.
7. Return Shipping Costs
The customer is responsible for return shipping costs in the following scenarios:
- Change of mind returns (product is correct but you no longer want it)
- Incorrectly ordered items (wrong specification, wrong quantity)
- Products that do not match stated return conditions
SecuDepo covers return shipping costs in the following scenarios:
- Product arrived damaged in transit
- Product is defective and reported within 48 hours of delivery
- Wrong item was delivered
- Product is covered under warranty
8. Refunds
Once your return is received and approved, refunds are processed within 3–7 business days. Refunds are issued via the original payment method:
- M-Pesa payments: Refunded to the M-Pesa number used for payment.
- Cash on Delivery: Refunded via M-Pesa or bank transfer — you will be asked to provide the relevant details.
- Bank Transfer: Refunded to the originating bank account.
Original shipping charges are non-refundable unless the return is due to our error (wrong item, transit damage, or defective product). A 10% restocking fee may apply to change-of-mind returns at our discretion.
9. Exchanges
We offer exchanges for a different variant, model or product of equal or greater value. If the replacement item costs more, you will be required to pay the difference. If it costs less, we will refund the difference. Exchanges are processed as a return of the original item and a new order for the replacement item.
10. Contact Us
For any questions about returns and refunds, please contact us on WhatsApp, +254 714 808 681, or info@secudepo.co.ke. Our team is here to help and will ensure your return is handled fairly and efficiently.