Refund and Returns Policy

Return Policy for Starlink Kenya Resellers

Overview

At Starlink Kenya Resellers (https://starlinkkenyaresellers.co.ke/), we strive to ensure customer satisfaction with every purchase. Our Return Policy outlines the conditions under which returns or exchanges are accepted for Starlink kits and accessories purchased through our website. This policy is designed to comply with Kenyan consumer protection laws and aligns with SpaceX’s guidelines for authorized resellers.

Eligibility for Returns

  1. Timeframe: Returns must be initiated within 7 days from the date of delivery, in line with Starlink’s 30-day trial period for hardware.

  2. Condition: Products must be returned in their original condition, unused, and in their original packaging, including all accessories, manuals, and components.

  3. Proof of Purchase: A valid receipt or order confirmation email must accompany the return request.

  4. Non-Returnable Items:

    • Products damaged due to misuse, improper installation, or neglect.

    • Items with missing components or packaging.

    • Subscription fees or service plans (these must be canceled directly through Starlink’s website).

Return Process

  1. Initiate a Return:

    • Contact our customer support team via email at support@starlinkkenyaresellers.co.ke or by phone at +254 729 299 439 within 7 days of delivery.

    • Provide your order number, reason for return, and any relevant details.

  2. Approval and Instructions:

    • Upon approval, you will receive a Return Merchandise Authorization (RMA) number and shipping instructions.

    • Returns without an RMA number will not be accepted.

  3. Return Shipping:

    • Customers are responsible for return shipping costs unless the product is defective or the wrong item was delivered.

    • Use a trackable courier service and ensure the package is securely packed to prevent damage during transit.

  4. Inspection and Refund:

    • Once the return is received and inspected (typically within 7 business days), we will notify you of the approval or rejection of your refund.

    • If approved, refunds will be processed to the original payment method (e.g., M-PESA, bank transfer) within 7 business days.

Defective or Incorrect Items

  • Defective Products: If your Starlink kit or accessory is defective upon receipt, contact us within 7 days of delivery. We will provide a replacement or refund at no additional cost, subject to inspection.

  • Incorrect Items: If you receive an incorrect item, notify us within 7 days, and we will arrange for a replacement and cover return shipping costs.

Refunds

  • Refunds will be issued for the purchase price of the product, excluding any shipping or installation fees, unless otherwise stated.

  • Refunds for defective or incorrect items may include compensation for reasonable shipping costs incurred.

Installation Services

  • Installation fees are non-refundable unless the installation was not performed as agreed or was faulty.

  • If you cancel an installation appointment after our team has arrived on-site, a cancellation fee of KES 2,500 may apply.

Contact Us

For any questions or to initiate a return, please reach out to us:

  • Email: support@starlinkkenyaresellers.co.ke

  • Phone: +254 729 299 439

  • WhatsApp: Available via our website

  • Address: Starlink Kenya Resellers, Nairobi, Kenya (specific address provided upon request)

Notes

  • This policy applies only to purchases made through https://starlinkkenyaresellers.co.ke/. For purchases made directly from Starlink.com, refer to their official return policy.

  • We reserve the right to update this policy as needed. The latest version will always be available on our website.

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