Frequently Asked Questions
Ordering & Payment
What payment methods do you accept? We accept all major credit cards (Visa, Mastercard, American Express), debit cards, PayPal, and mobile money payments for your convenience.
Is it safe to shop on your website? Absolutely. We use secure SSL encryption to protect your personal and payment information. Your security is our top priority.
Can I modify or cancel my order? Yes, but please contact us immediately at [your email] or [your phone]. Once an order is processed and shipped, modifications may not be possible.
Do you offer invoice/receipt for purchases? Yes, a detailed invoice is emailed to you upon order confirmation and included with your delivery.
Shipping & Delivery
How long does delivery take? Standard delivery takes 3-7 business days within Kenya. Express shipping (1-3 days) is available at checkout for an additional fee.
Do you deliver countrywide? Yes, we deliver to all locations across Kenya. Shipping costs vary by location and are calculated at checkout.
How can I track my order? Once your order ships, you'll receive a tracking number via email and SMS to monitor your delivery in real-time.
What if I'm not home during delivery? Our courier will contact you to arrange a convenient delivery time or location.
Products & Warranty
Are all products brand new? Yes, we sell only 100% authentic, brand-new electronics from authorized distributors.
Do products come with warranty? All products come with manufacturer's warranty. Warranty periods vary by product and brand (typically 6-24 months). Details are provided with each product.
What if I receive a defective product? Contact us within 48 hours of delivery. We'll arrange a replacement or full refund after verification.
Do you sell refurbished or second-hand items? Currently, we specialize in brand-new electronics only. All products are sealed and come with full manufacturer warranty.
Returns & Refunds
What is your return policy? You can return unopened, unused items within 7 days of delivery for a full refund or exchange. Product must be in original packaging with all accessories.
How do I return an item? Contact our customer service team to initiate a return. We'll provide return instructions and arrange pickup if needed.
When will I receive my refund? Refunds are processed within 5-10 business days after we receive and inspect the returned item.
What items cannot be returned? Opened software, damaged packaging, or items showing signs of use cannot be returned unless defective.
Customer Support
How can I contact customer support?
- Email: info@theeroyalelectronics.com
- Phone/WhatsApp: +254735 290075
- Live Chat: Available on our website Mon-Sat, 8am-6pm
Do you have a physical store? Yes, visit us at Hunters Kasarani or Luthuli CBD
Do you offer technical support? Yes, our team can assist with product setup, troubleshooting, and general technical questions.
Pricing & Deals
Are your prices negotiable? Our prices are competitively set to offer the best value. However, we regularly run promotions and discounts – subscribe to our newsletter for exclusive deals.
Do you offer bulk or corporate discounts? Yes! Contact us at theeroyalelectronicscompany@gmail.com for special pricing on bulk orders or corporate purchases.
Why are your prices lower than retail stores? We operate with lower overhead costs and work directly with suppliers, passing the savings directly to you.
Still have questions? Contact us at @infotheeroyalelectronics.com – we're here to help!