Last Updated: 23/3/2026
1. Overview
At Fastown East Africa Ltd, we strive to ensure you are satisfied with your ICT products. Our refund and returns policy lasts for 30 days. If 30 days have passed since your purchase date, we are unable to offer a full refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. Items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error will not qualify for a refund.
2. Shipping Rates & Delivery
We offer reliable delivery for all our electronics, printers, and accessories.
- Nairobi & Environs: We charge a flat rate fee of KES 500 for shipping items within Nairobi and its surrounding areas.
- Upcountry & Mombasa: Shipping costs vary based on weight and location. These fees are calculated at checkout.
- Processing Time: Orders are processed within 1–2 business days.
- Delivery Time: Depending on your location, delivery may take 1–5 business days.
3. Return Process
If you need to return a product, please follow these steps:
- Contact Us: Before mailing anything, please contact us at info@fastown.co.ke or call 0741407238 to initiate the return.
- Mail to Store: You should mail your product to our shop. Please use one of the following addresses:
- Mombasa: Rahemtulla Trust Mansion, Moi Avenue, Mombasa
- Nairobi: Nairobi Store
- Packaging: For ICT items (laptops, printers, toners), ensure the item is securely packed in its original box with sufficient protection to prevent damage during transit.
4. Return Shipping Costs
- Customer Responsibility: You will be responsible for paying for your own shipping costs for returning your item.
- Non-Refundable: Original shipping costs are non-refundable.
- Deduction: If you receive a refund, the cost of return shipping will be deducted from your refund amount.
- Risk of Loss: Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning expensive items (e.g., laptops, desktops), we strongly recommend using a trackable shipping service or purchasing shipping insurance. Fastown East Africa Ltd does not guarantee that we will receive your returned item if sent via untracked mail.
5. Refunds
Once your return is received and inspected by our technical team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- Approval: If approved, your refund will be processed.
- Payment Method: A credit will automatically be applied to your credit card or original method of payment within a certain number of days (typically 5–10 business days).
- Sale Items: Only regular-priced items may be refunded. Sale items cannot be refunded.
6. Exchanges
We only replace items if they are defective or damaged.
- Defective Items: If you receive a defective product, contact us immediately at 0741407238.
- Same Item Exchange: If you need to exchange an item for the same product due to defects, we will facilitate the process upon inspection.
7. Contact Us
If you have any questions about shipping, returns, or refunds, please contact us:
- Phone / WhatsApp: 0741407238
- Email: info@fastown.co.ke
- Visit Us:
- Mombasa: Rahemtulla Trust Mansion, Moi Avenue, Mombasa
- Nairobi: Nairobi Store