Refund and returns policy

Last Updated: [ March 8, 2026]

At Elkom Technologies Limited, we are committed to delivering peace of mind, reliability, and a fully integrated safety experience. We take great care in ensuring that every piece of equipment we supply and every system we install meets the highest standards of quality and performance.

Please read our policy carefully regarding the return, exchange, and warranty of products and services. By purchasing from us, you agree to the terms outlined below.

Our Contact Details:

• Address: P.O. Box 2241-00200, Nairobi, Kenya. Coffee Plaza Mezzanine Floor, ExcLane off Haile Selassie Avenue

• Email: info@elkomtechnologies.co.ke

• Phone: (+254) 702 617777 / (+254) 733 617777

1. General Overview

Due to the technical nature of security and surveillance equipment (CCTV cameras, DVRs, access control systems, etc.), our return and exchange policy is designed to protect both our customers and our team from the use of tampered, damaged, or improperly handled goods.

Important Note: We do not offer refunds or exchanges simply because you changed your mind, found a lower price elsewhere, or ordered the wrong item without consulting our team. We strongly recommend consulting with our sales engineers before making a purchase to ensure you get the right solution for your needs.

2. Eligibility for Returns and Exchanges

To be eligible for a return or exchange, the following conditions must be met:

• Time Frame: You must notify us of the issue within 7 days of delivery or installation.

• Proof of Purchase: You must provide the original receipt, invoice, or proof of purchase.

• Condition of Product: The product must be in its original condition, including:

  • Uninstalled (unless found defective during installation by our technician).

  • In the original packaging with all accessories, cables, manuals, and mounts.

  • Free from physical damage, scratches, tampering, or attempts at repair.

  • With all serial numbers intact and untampered.

3. Non-Returnable Items

Due to health, security, and technical compatibility reasons, the following items cannot be returned or exchanged (unless they arrive defective or damaged):

• Custom or Special Order Items: Equipment ordered specifically for a project based on your unique specifications.

• Software & Licenses: Opened software or activated licenses for surveillance platforms.

• Cables & Consumables: Cut cables, connectors, or wiring.

• Installed Products: Products that have been physically mounted, wired, or installed (defective products are handled under warranty, not return).

4. Defective Products (DOA – Dead on Arrival)

If a product is found to be defective upon arrival or during the initial installation by our certified technicians:

1. Notification: You must report the defect within 24 hours of delivery or installation.

2. Assessment: Elkom Technologies will test and verify the defect. If the product is confirmed to be faulty, we will:

   • Exchange: Provide a replacement of the exact same model, subject to stock availability.

   • Credit Note: If a replacement is not available, we may issue a credit note for future purchases.

   • Refund: Refunds are generally not provided for DOA items if a replacement is available, as our goal is to get your system operational quickly. Refunds are considered only if a suitable replacement cannot be sourced.

5. Change of Mind / Order Errors

Because we provide tailored solutions for homes and businesses, we do not accept returns for change of mind.

• If you ordered the wrong item: Please contact us immediately. If the product is unopened and in resalable condition, we may allow an exchange for the correct item. You will be responsible for:

  • Any price difference.

  • A 15% restocking fee to cover processing and handling.

  • Shipping costs for returning the item and sending the new one.

6. Installation and Service Refunds

Our value lies not just in equipment, but in our expert installation and support.

• Completed Installations: Once a security system has been successfully installed and demonstrated to be working, refunds on the labor portion of the service are not available.

• Unsatisfactory Workmanship: If you are unsatisfied with the quality of our installation, please contact us immediately at (+254) 702 617777. We are committed to your peace of mind and will send a technician back to rectify the issue at no additional cost under our workmanship warranty.

7. Warranty Information

Our policy works in conjunction with manufacturer warranties.

• Equipment Warranty: All equipment (CCTV cameras, DVRs/NVRs, access control hardware) carries a manufacturer’s warranty, typically ranging from 1 to 3 years. Elkom will facilitate the warranty process, but the terms (repair or replace) are subject to the manufacturer’s judgment.

• Installation Warranty: We warrant our workmanship for a period of  90 days. If a system failure occurs due to faulty installation (e.g., loose connections, poor cabling) within this period, we will correct it free of charge.

8. How to Initiate a Return or Exchange

To start the process, please follow these steps:

1. Contact Us: Send an email to info@elkomtechnologies.co.ke or call (+254) 702 617777. Please have your invoice number and a description of the issue ready.

2. Provide Details: You may be asked to provide photos or a short video of the defect or the product’s condition.

3. Receive Authorization: Do not send any product back to us without first receiving a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number may be refused.

4. Ship or Deliver: Once you have an RMA number, you are responsible for safely packaging the item and delivering it to our Nairobi address (or shipping it at your own cost) unless the return is due to our error.

9. Refund Processing Time

If a refund is approved (as outlined in the Defective Product section):

• Refunds will be processed using the original method of payment.

• Please allow  7-14 business days for the refund to reflect in your account, depending on your bank or payment processor.

10. Contact Us

We are here to help. If you have any questions about this policy or need assistance with a product, please don’t hesitate to reach out. Our team is dedicated to ensuring your safety and satisfaction.

Elkom Technologies Limited
P.O. Box 2241-00200, Nairobi, Kenya.
Coffee Plaza Mezzanine Floor,
ExcLane off Haile Selassie Avenue
Email: info@elkomtechnologies.co.ke
Phone: (+254) 702 617777 / (+254) 733 617777

Elkom Technologies Limited – Protecting what matters, empowering lives, and building a safer tomorrow.