Last Updated: 25 August 2026
At Solid, we want you to be satisfied with your purchase. If you receive a product that is faulty, damaged, incorrect, or otherwise eligible for a return, we will work with you to resolve the issue in accordance with this Refund and Returns Policy and applicable Kenyan law.
1. Eligibility for Returns
A product may be eligible for return where:
- You received the wrong product;
- The product arrived damaged;
- The product is defective or not functioning as reasonably expected;
- The product does not match the description provided on our Website; or
- The return is otherwise required or permitted under applicable Kenyan consumer protection law.
Returns are subject to the applicable conditions in this policy.
2. Return Period
Please contact Solid as soon as possible after receiving your order if you believe there is a problem with your product.
For defective, damaged, or incorrect products, we recommend reporting the issue within 7 days of delivery so that we can investigate and resolve the matter promptly.
This 7-day reporting period does not remove or limit any consumer rights or remedies that cannot legally be excluded under applicable Kenyan law.
Certain products may be subject to different return or warranty periods where specifically stated on the product page, invoice, warranty documentation, or other applicable terms.
3. How to Request a Return
Before returning a product, please contact Solid through our official customer support channels.
Please provide:
- Your full name;
- Order number;
- Telephone number;
- Product name;
- Date of purchase;
- Reason for the return; and
- Photographs or videos showing the issue where appropriate.
Our team may ask for additional information to determine the appropriate resolution.
Please do not send a product back without receiving return instructions from Solid.
4. Wrong Product
If you receive a product that is different from the product you ordered, please contact us as soon as possible.
After verifying the order, Solid may arrange for the incorrect product to be returned and provide an appropriate resolution, which may include:
- Sending the correct product;
- Exchanging the product; or
- Providing a refund.
Where the error was made by Solid, we will make reasonable arrangements regarding the return and replacement.
5. Damaged Products
If your product arrives damaged, please notify us as soon as possible.
Where possible, take photographs or videos of:
- The product;
- The packaging;
- Any visible damage; and
- The shipping label.
This information may help us investigate the issue with our delivery partner or supplier.
Depending on the circumstances, Solid may offer a replacement, exchange, repair, or refund.
6. Defective Products
If an electronic product develops a fault, please contact us with your order details and a description of the problem.
We may first ask you to perform basic troubleshooting steps.
If the product is confirmed to be defective, the available remedy may include:
- Repair;
- Replacement;
- Exchange; or
- Refund,
depending on the nature of the defect, the product, applicable warranty terms, availability, and applicable Kenyan law.
7. Warranty Claims
Some products sold by Solid may be covered by a manufacturer’s or distributor’s warranty.
Where a manufacturer’s warranty applies, the warranty terms may determine how a product is inspected, repaired, replaced, or otherwise handled.
Warranty coverage may vary between products.
Unless otherwise stated, warranty coverage generally does not extend to damage resulting from:
- Accidental damage;
- Liquid or moisture exposure;
- Physical damage;
- Misuse or abuse;
- Unauthorized repair or modification;
- Improper installation;
- Electrical damage;
- Use contrary to manufacturer instructions;
- Normal wear and tear; or
- Other causes excluded under the applicable warranty.
These exclusions do not affect any statutory rights that cannot legally be excluded.
8. Change of Mind Returns
Where permitted by applicable law, Solid may accept certain returns where a customer has simply changed their mind.
Such returns may be subject to additional conditions, including:
- The product must be unused or in resalable condition;
- The original packaging should be intact where reasonably possible;
- All accessories, manuals, cables, and other supplied items should be returned;
- Proof of purchase must be provided; and
- The product must not have been damaged, modified, or tampered with.
For electronics and accessories, we may restrict change-of-mind returns where the product has been opened, activated, used, registered, or otherwise made unsuitable for resale, to the extent permitted by applicable law.
9. Products That Cannot Be Returned
Certain products may not be eligible for return where permitted by law, particularly where they have been:
- Used or damaged by the customer;
- Modified or tampered with;
- Returned without essential components;
- Returned in a condition that prevents reasonable resale;
- Specially ordered or customized for the customer; or
- Otherwise subject to a lawful return restriction.
This does not affect any consumer rights or remedies that cannot legally be excluded.
10. Condition of Returned Products
Where a return is approved, the product should be returned with all relevant items supplied with the original purchase, where reasonably possible.
This may include:
- Original packaging;
- Accessories;
- Charging cables;
- Power adapters;
- Manuals;
- Warranty cards;
- Product documentation; and
- Other items supplied with the product.
We may inspect returned products before approving a replacement, exchange, repair, or refund.
11. Refunds
If a refund is approved, Solid will process the refund using the original payment method where reasonably possible.
The time required for the refund to reach you may depend on the payment method and the relevant payment provider or financial institution.
Where a refund is required by applicable law, Solid will process the refund in accordance with the applicable legal requirements.
12. Refund for Unavailable Products
If you have paid for a product and Solid is unable to fulfil the order because the product is unavailable, we will contact you and may offer:
- A suitable alternative product;
- An alternative delivery arrangement; or
- A refund.
If you choose a refund, it will be processed using the applicable payment method and in accordance with applicable law.
13. Return and Delivery Costs
Where a return is necessary because Solid sent the wrong product or the product was damaged before delivery, Solid will make reasonable arrangements regarding the return and associated delivery costs.
Where a customer requests a return for another reason, responsibility for return delivery costs may depend on the circumstances and applicable law.
Any applicable charges will be communicated before the return is arranged.
14. Exchanges
If an exchange is approved, the replacement product will be subject to availability.
If the same product is unavailable, Solid may offer an alternative product of comparable value or another appropriate remedy.
Any difference in price will be communicated and handled before the replacement is finalized.
15. Failed Delivery or Uncollected Orders
If an order cannot be delivered because the customer provides incorrect information, is repeatedly unavailable, or fails to collect the order from an agreed collection point, additional delivery arrangements or charges may apply.
If an order is returned to Solid because it could not be delivered, please contact us to arrange the next steps.
Any refund in such circumstances will be considered based on the reason for the failed delivery and applicable law.
16. Fraudulent or Abusive Returns
Solid reserves the right to investigate return requests where we reasonably suspect:
- Fraudulent activity;
- False claims;
- Intentional damage;
- Repeated abuse of the returns process;
- Unauthorized payment methods; or
- Other unlawful or abusive conduct.
We may decline a return where the claim is found to be fraudulent or where the requested remedy is not required under applicable law.
17. Refunds and Promotions
If a product purchased as part of a promotion is returned, the refund may be calculated according to the promotional terms applicable to that order.
Where a promotional offer included a free or discounted item, returning part of the order may affect eligibility for the promotional offer.
Any such adjustment will be communicated to the customer.
18. How Long Does a Return Take?
The time required to complete a return depends on:
- The reason for the return;
- The location of the customer;
- The condition of the product;
- Whether inspection or testing is required;
- Product availability;
- Manufacturer or distributor warranty procedures; and
- The payment method used.
We will make reasonable efforts to process approved returns, exchanges, repairs, and refunds as efficiently as possible.
19. Consumer Rights
Nothing in this Refund and Returns Policy is intended to exclude, restrict, or reduce any rights or remedies available to consumers under applicable Kenyan law.
If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
20. Contact Us
If you need to request a return, exchange, repair, or refund, please contact Solid through the official contact details 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.
Please include your order number when contacting us about an existing purchase.
By purchasing from Solid, you acknowledge that you have read and understood this Refund and Returns Policy, subject to your rights under applicable Kenyan law.