Last Updated: 25 August 2026
At Solid, we want your shopping experience to be simple, reliable, and convenient. This Shipping & Returns Policy explains how we process orders, deliver products, and handle returns, exchanges, and refunds.
1. Shipping & Delivery
We deliver electronic products and accessories to customers within our available delivery areas in Kenya.
Order Processing
Orders are processed after we receive and verify your order and payment.
Orders may take additional time to process during weekends, public holidays, promotional periods, or periods of unusually high order volumes.
Once your order has been dispatched, we will provide delivery information where applicable.
Delivery Times
Delivery times depend on your location, the availability of the product, and the delivery method selected.
Estimated delivery times communicated on the Website or by our customer support team are estimates and may be affected by circumstances outside our reasonable control.
If there is a significant delay affecting your order, we will make reasonable efforts to communicate this to you.
Delivery Charges
Delivery charges, where applicable, will be communicated or displayed during the ordering process.
Delivery fees may vary depending on your location, order size, delivery method, or other applicable factors.
Delivery Information
You are responsible for providing accurate delivery information, including:
- Full name
- Phone number
- Delivery location
- Building, estate, street, or other relevant details
- Any necessary delivery instructions
Solid is not responsible for delays or failed deliveries resulting from incorrect or incomplete information provided by the customer.
If a delivery cannot be completed because the information provided was incorrect or the recipient is unavailable, additional delivery arrangements or charges may apply.
2. Receiving Your Order
Please check your order when it is delivered.
If the package appears damaged, opened, tampered with, or otherwise compromised, please notify the delivery personnel where possible and contact Solid as soon as reasonably possible.
If you receive:
- The wrong product;
- A missing item;
- A visibly damaged product; or
- A product that appears to be defective,
please contact us promptly with your order number and details of the issue.
We may request photographs or videos to help us assess the issue.
3. Returns
We accept eligible returns in accordance with this policy and applicable Kenyan consumer protection law.
If you would like to return a product, please contact us through our official customer support channels before sending the product back.
Your return request should include:
- Order number or proof of purchase;
- Product name;
- Reason for the return; and
- Photographs or videos where relevant.
Return Conditions
Unless otherwise required by applicable law, returned products should:
- Be accompanied by proof of purchase;
- Be in reasonable condition;
- Include the original accessories supplied with the product where applicable;
- Include packaging, manuals, cables, or other items supplied with the product where reasonably possible; and
- Not have been intentionally damaged, misused, modified, or tampered with.
Products may need to be inspected before a return, replacement, exchange, or refund is approved.
4. Wrong or Damaged Products
If we send you the wrong product, or a product arrives damaged, please contact us as soon as possible.
After reviewing the issue, we may arrange an appropriate remedy, which may include:
- Replacement;
- Exchange;
- Repair where applicable; or
- Refund.
The remedy will depend on the circumstances, the product, applicable warranty terms, and your rights under Kenyan law.
5. Defective Products
If you believe a product is defective, contact us with your order details and a description of the problem.
Depending on the product and applicable warranty, we may:
- Troubleshoot the issue;
- Arrange an inspection;
- Repair the product;
- Replace the product; or
- Provide another appropriate remedy.
Some products may be covered by a manufacturer’s warranty. Manufacturer warranty terms may apply in addition to your statutory consumer rights.
6. Products Damaged Through Misuse
Returns or warranty claims may not be accepted where the product has been damaged through misuse, abuse, unauthorized modification, improper installation, liquid damage, physical damage, electrical damage, or use contrary to the manufacturer’s instructions, where exclusion of such damage is permitted by the applicable law and warranty terms.
This does not affect any consumer rights that cannot legally be excluded.
7. Exchanges
Where an exchange is approved, the replacement product will be subject to availability.
If the exact product is no longer available, we may offer an alternative remedy, such as a suitable replacement, repair, or refund, as applicable.
8. Refunds
Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.
The time taken for a refund to appear in your account may depend on the payment provider or financial institution involved.
Where a refund is required by applicable law, Solid will process the refund in accordance with the applicable legal requirements.
9. Return Delivery Costs
Where the return is due to an error by Solid, such as sending the wrong product or delivering a product that was damaged before delivery, we will make reasonable arrangements regarding the return.
Where a return is requested for another reason, responsibility for return delivery costs may depend on the circumstances and applicable law.
We will communicate any applicable return arrangements before you send the product back.
10. Non-Returnable or Restricted Items
Certain products may have restrictions on returns where permitted by applicable law.
This may include products that:
- Have been specially ordered or customized for a customer;
- Cannot reasonably be resold after use;
- Have been damaged through misuse;
- Have been modified or tampered with;
- Are returned without required accessories or components; or
- Are otherwise excluded by applicable law or the specific terms communicated at the time of purchase.
Any restriction will not apply where it would unlawfully remove or restrict a consumer’s statutory rights.
11. Order Cancellations
If you need to cancel an order, please contact Solid as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before an order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the order may instead need to be handled under our returns process.
Nothing in this section limits any cancellation rights available to consumers under applicable Kenyan law.
12. Sale and Promotional Items
Products purchased during promotions, discounts, or special offers may be subject to additional terms.
Unless otherwise stated, promotional pricing does not remove or reduce any consumer rights that cannot legally be excluded.
13. How to Request a Return
To request a return, please contact us using the official contact details provided on solid.co.ke.
Please provide:
Order Number:
Customer Name:
Phone Number:
Product:
Reason for Return:
Description of the Issue:
Where necessary, our team will provide instructions on how and where to return the product.
Please do not send products to an address that has not been confirmed by Solid.
14. Our Commitment
We aim to handle returns, exchanges, and refunds fairly and efficiently.
Nothing in this Shipping & Returns Policy is intended to exclude, restrict, or reduce any rights or protections you may have under applicable Kenyan law.
Where this policy conflicts with a mandatory requirement of Kenyan law, the applicable legal requirement will prevail.
15. Contact Us
For questions about shipping, returns, exchanges, refunds, or an existing order, please contact us through the contact information provided on our Website.
Website: solid.co.ke
Email: m.mainaisaac@gmail.com
Phone: +254720631908
Location: Nairobi CBD, Dominion Expo Centre, First Floor Shop No F3. Tom Mboya Street, Opposite Imenti House Near Odeon.
We are happy to assist you with your order and any issues relating to your purchase.
By placing an order with Solid, you acknowledge that you have read and understood this Shipping & Returns Policy, subject to your rights under applicable Kenyan law.