Returns & Refunds Policy

At Viwaka Technologies, we prioritize customer satisfaction and strive to provide reliable security solutions, including CCTV systems, access control, alarm systems and gate automation. This Return and Refund Policy outlines the process for returning products and requesting refunds, so you always know exactly where you stand.

Your Consumer Rights

Nothing in this policy is intended to remove or reduce any mandatory consumer rights that apply to your purchase under applicable Kenyan law. Where a product is defective, materially misdescribed or otherwise covered by a mandatory consumer remedy, we will work with you to provide the remedy required by the applicable rules.

Eligibility for Returns

You may return a product purchased from https://viwakasystems.co.ke within 7 days of delivery if you've simply changed your mind, provided it:

• Is unused, in its original packaging, and in resalable condition
• Is not a custom-configured or specially ordered item
• Is accompanied by valid proof of purchase (your order number or receipt)

If a product is faulty, damaged, or not what you ordered, contact us as soon as you notice — see Your Statutory Rights above, which apply beyond the 7-day window.

Return Process

1. Email info@viwakasystems.co.ke or WhatsApp us at +254 742 161 366 with your order number and reason for return.
2. We'll confirm the next step — return instructions, replacement, or refund — within 2 business days.
3. Where a physical return is needed, package the item securely with all accessories and documentation, and return it to: Viwaka Technologies, Shop 314, White Angle, Accra Road, Nairobi CBD, Nairobi, Kenya.
4. For change-of-mind returns, you're responsible for return shipping costs. If the item is faulty, damaged, or incorrect, we cover it.

Refund Process

Refunds are processed within 2 business days of us receiving and inspecting the returned item, or confirming the fault. Since orders are placed on a Cash-on-Delivery basis, refunds are issued by M-Pesa or bank transfer to the details you provide, excluding original delivery charges. For defective products, we may offer a repair or replacement before processing a refund, if you'd prefer that instead.

Non-Returnable Items

The following are not eligible for change-of-mind returns, though they remain covered by your statutory rights if faulty or misdescribed:

• Custom-configured systems or specially ordered items
• Products damaged due to misuse, improper installation, or unauthorized repairs
• Consumables (e.g. cables, batteries) used beyond initial testing

Cancellations

Orders can be cancelled free of charge any time before dispatch — just contact us. If the order has already been dispatched, the standard return process above applies. Installation appointments cancelled after scheduling may incur a fee to cover preparatory costs; we'll always tell you the amount before you confirm the cancellation.

Damaged or Incorrect Items

If you receive a damaged or incorrect product, notify us within 7 days of delivery with photos and a short description. We'll arrange a replacement or refund at no cost to you, including any return shipping.

Contact Us

For return or refund inquiries:

• Email: info@viwakasystems.co.ke
• Phone / WhatsApp: +254 742 161 366
• Address: Shop 314, White Angle, Accra Road, Nairobi CBD, Nairobi, Kenya