Terms & Conditions

1. Acceptance of Terms

By accessing or using the PhoneHouse Store website at phonehouse.co.ke (the "Site") or placing an order through any of our sales channels — online, in-store or via phone — you agree to be legally bound by these Terms and Conditions ("Terms"). Please read them carefully before making a purchase.

If you do not agree with any part of these Terms, you must not use our Site or services. Your continued use of the Site constitutes your ongoing acceptance of these Terms as they may be amended from time to time.

These Terms apply to all visitors, users, customers and others who access or use the Site or purchase products from PhoneHouse Store.

2. About PhoneHouse Store

PhoneHouse Store is a retail and e-commerce business incorporated and operating in the Republic of Kenya. We sell consumer electronics including smartphones, laptops, tablets, accessories, networking equipment, power solutions and digital products including prepaid airtime top-ups.

Our registered place of business is in Nairobi, Kenya. References to "PhoneHouse", "we", "us" or "our" in these Terms refer to PhoneHouse Store and its affiliated trading entities.

3. Eligibility

To place an order on this Site, you must:

• Be at least 18 years of age, or have the express consent of a parent or legal guardian;
• Provide accurate, complete and current billing, shipping and contact information;
• Have the legal capacity to enter into a binding contract under Kenyan law;
• Not be a person barred from receiving services under applicable law.

By placing an order, you represent and warrant that you meet all eligibility requirements. We reserve the right to refuse service, cancel orders or close accounts at our sole discretion.

4. Products & Pricing

Accuracy: We endeavour to ensure all product descriptions, images, specifications and prices on the Site are accurate. However, errors may occur. If a product is listed at an incorrect price due to a typographical error or pricing system error, we reserve the right to refuse or cancel any orders placed for the product at the incorrect price.

Pricing: All prices are displayed in Kenya Shillings (KES) and include applicable VAT (16%) unless stated otherwise. Prices are subject to change without notice. The price applicable to your order is the price displayed at the time you place your order.

Availability: All product offers are subject to availability. We reserve the right to limit quantities purchased. If a product becomes unavailable after you have placed your order, we will notify you and offer a refund or alternative product.

Images: Product images are for illustrative purposes only. Actual product appearance, including colour, may vary slightly due to photographic lighting, screen calibration and minor product revisions by manufacturers.

Discounts and Promotions: Discount offers, flash sales and promotional pricing are valid only for the stated period and while stocks last. Promotional codes are single-use per customer unless stated otherwise and may not be combined with other offers.

5. Orders & Payment

Order Confirmation: Placing an order constitutes an offer to purchase. Your order is not accepted until we send you an order confirmation email or SMS. We reserve the right to decline any order for any reason, including but not limited to suspected fraud, payment failure or stock unavailability.

Payment Methods: We accept the following payment methods:

• M-Pesa (Lipa Na M-Pesa, Paybill and STK Push);
• Visa and Mastercard credit/debit cards;
• Bank transfer (for orders above KES 50,000, by prior arrangement);
• Cash on delivery (selected Nairobi locations only, subject to availability).

Payment Security: All online card payments are processed through PCI-DSS-compliant third-party payment gateways. We do not store your full card number on our servers. M-Pesa transactions are handled directly through the Safaricom M-Pesa API.

Failed Payments: If your payment is declined or fails, your order will not be processed. You will be notified and may retry with a different payment method. We are not responsible for charges your bank may impose in connection with declined transactions.

VAT Receipts: A VAT receipt (PIN No. will be provided upon request) can be issued for eligible orders. Please contact us within 7 days of purchase to request a formal tax receipt.

Currency: All transactions are conducted in Kenya Shillings (KES). We do not currently accept foreign currency.

6. Digital Products (Airtime & e-Top-Up)

PhoneHouse Store offers automated airtime top-up services for Safaricom (M-Pesa and Airtime) and Airtel Kenya numbers. The following terms apply specifically to digital products:

• Delivery: Digital top-up is processed automatically within minutes of successful payment confirmation. Delivery time may vary depending on the network operator's system availability.
• No Refunds: Once airtime has been credited to a number, the transaction is irreversible. We cannot refund digital products that have been successfully delivered. If delivery fails after 30 minutes, please contact us for investigation and remediation.
• Accuracy of Number: You are responsible for providing the correct phone number. PhoneHouse Store is not liable for airtime credited to an incorrect number provided by the customer. Please double-check your number before completing checkout.
• Failed Delivery: In the rare event that airtime is not delivered within 60 minutes of confirmed payment, you must notify us within 48 hours. After investigation, we will either retry delivery or issue a full refund.
• Regulatory Compliance: All airtime transactions comply with the Communications Authority of Kenya regulations and Safaricom/Airtel operator terms of service.

7. Delivery & Shipping

Delivery Areas: We currently deliver within Nairobi and selected counties in Kenya. Availability of same-day delivery depends on your location and order time. Please check during checkout whether delivery is available to your address.

Delivery Times:

• Nairobi CBD and select suburbs: same-day delivery (orders placed before 1pm, Monday–Saturday);
• Greater Nairobi: 1–2 business days;
• Other counties: 2–5 business days via courier partner.

Delivery Charges: Delivery is free on orders above KES 10,000. Orders below KES 10,000 attract a delivery fee calculated at checkout based on your location. Delivery fees are non-refundable unless the error is on our side.

Risk and Title: Risk of damage or loss of goods passes to you upon delivery to your specified address. Ownership of goods passes to you upon full payment.

Failed Delivery: If delivery fails due to no one being available at the address, we will attempt re-delivery once. A second failed attempt may result in additional re-delivery charges. Uncollected orders may be returned and refunded minus delivery costs.

Packaging: All products are securely packaged. If your package arrives visibly damaged, please refuse delivery or note the damage on the delivery receipt and contact us within 24 hours with photographs.

8. Returns, Refunds & Exchanges

We want you to be completely satisfied with your purchase. Our returns policy is as follows:

Return Period: Physical products may be returned within 14 calendar days of the delivery date for a refund or exchange, subject to the conditions below.

Conditions for Return: To be eligible for a return, the item must be:

• In its original, unused condition with all original packaging, accessories, manuals and seals intact;
• Accompanied by the original purchase receipt or order confirmation;
• Not a digital product (airtime or e-vouchers are non-refundable once delivered — see Section 6);
• Not damaged due to misuse, water exposure, physical damage or unauthorised modification by the customer.

Non-Returnable Items: The following items cannot be returned:

• Opened software, game cards or items with broken seals (unless defective);
• Digital products (airtime, prepaid top-ups, e-vouchers);
• Products customised or engraved to your specification;
• Products reported after the 14-day return window.

Defective Products: If a product is defective upon arrival or develops a manufacturing defect within the warranty period, we will repair, replace or refund at our discretion after assessment by our technical team.

Refund Processing: Approved refunds are processed within 7 business days via the original payment method. M-Pesa refunds are processed within 3–5 business days. Bank transfer refunds may take up to 10 business days.

Return Shipping: For approved returns, we provide a free collection service in Nairobi. For returns outside Nairobi, the customer is responsible for shipping costs unless the product was delivered in error or is defective.

How to Initiate a Return: Contact us at returns@phonehouse.co.ke or call +254 700 000 000 with your order number and reason for return. Do not ship items back without prior authorisation.

9. Warranty

All physical products sold by PhoneHouse Store carry the manufacturer's warranty as applicable. Warranty periods vary by product and manufacturer:

• Smartphones and tablets: typically 12 months manufacturer warranty;
• Laptops: typically 12–24 months manufacturer warranty;
• Accessories and peripherals: typically 3–12 months;
• Power banks and chargers: typically 6 months.

Warranty covers manufacturing defects only. It does not cover damage caused by accidental damage, misuse, liquid exposure, unauthorised repair, software tampering or normal wear and tear.

Warranty claims must be submitted to PhoneHouse Store. We coordinate with manufacturer service centres on your behalf. PhoneHouse Store does not provide its own independent warranty beyond what the manufacturer offers, except where we have separately agreed in writing.

10. Intellectual Property

All content on this Site — including text, graphics, logos, images, audio clips, product descriptions, software, icons, and the compilation thereof — is the property of PhoneHouse Store or its content suppliers and is protected by applicable Kenyan and international intellectual property laws.

You may access and use the Site for personal, non-commercial purposes only. You may not reproduce, distribute, modify, transmit or create derivative works from any content without our prior written permission.

Third-party trademarks and brand names displayed on this Site remain the property of their respective owners and are used for identification purposes only. Their use does not imply endorsement or affiliation.

11. Prohibited Use

You must not use the Site or our services to:

• Violate any Kenyan or international law or regulation;
• Submit false, inaccurate or misleading information;
• Engage in fraudulent activity including but not limited to using stolen payment credentials;
• Attempt to gain unauthorised access to any part of the Site or its related systems;
• Transmit malware, viruses, or any code of a destructive nature;
• Use automated tools to scrape, crawl or harvest data from the Site;
• Harass, abuse, insult or threaten other users or our staff;
• Resell products purchased from us without prior written agreement;
• Engage in money laundering or terrorist financing as defined under Kenyan law.

We reserve the right to immediately suspend or terminate your access to the Site and report suspected unlawful activity to relevant authorities.

12. Limitation of Liability

To the fullest extent permitted by Kenyan law, PhoneHouse Store and its directors, employees, agents and affiliates shall not be liable for any:

• Indirect, incidental, special, consequential or punitive damages arising from your use of the Site or our products;
• Loss of profits, revenue, data, goodwill or business opportunity;
• Damage to your device or data caused by malware or other harmful content encountered through third-party links on our Site;
• Service interruptions, delays or errors resulting from factors outside our reasonable control (force majeure).

Our total liability to you for any claim arising out of or related to these Terms or your use of the Site shall not exceed the amount you paid for the specific product or service giving rise to the claim.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under Kenyan law.

13. Indemnification

You agree to indemnify, defend and hold harmless PhoneHouse Store, its officers, directors, employees, contractors, agents and partners from and against any claims, liabilities, damages, losses, costs and expenses (including reasonable legal fees) arising out of or related to:

• Your violation of these Terms;
• Your use of the Site or purchase of products;
• Your infringement of any intellectual property or other rights of any person or entity;
• Any content you submit, post or transmit through the Site.

14. Governing Law & Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Republic of Kenya, including but not limited to:

• The Consumer Protection Act (Cap. 502D, Laws of Kenya);
• The Kenya Information and Communications Act (KICA);
• The Data Protection Act, 2019;
• The Sale of Goods Act (Cap. 31);
• The Electronic Transactions Act.

You irrevocably submit to the exclusive jurisdiction of the courts located in Nairobi, Kenya for the resolution of any disputes arising under or in connection with these Terms.

15. Dispute Resolution

Good Faith Resolution: In the event of any dispute, claim or controversy arising from or relating to these Terms or your use of our services, the parties agree to first attempt to resolve the matter through good-faith negotiation. Please contact us at legal@phonehouse.co.ke with a written description of your complaint.

Mediation: If the dispute cannot be resolved through negotiation within 30 days, either party may refer the matter to the Nairobi Centre for International Arbitration (NCIA) for mediation before commencing litigation.

Consumer Rights: Nothing in this clause prevents you from exercising your rights under the Consumer Protection Act of Kenya or from lodging a complaint with the Competition Authority of Kenya (CAK).

Class Action Waiver: To the extent permitted by law, you agree to resolve disputes on an individual basis and waive the right to participate in any class-action proceedings.

16. Changes to These Terms

We reserve the right to update or modify these Terms at any time. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify registered users by email or on-site notification.

Your continued use of the Site after the effective date of any changes constitutes your acceptance of the revised Terms. We encourage you to review these Terms periodically.

17. Contact Information

For questions about these Terms and Conditions, please contact us:

See also: Privacy Policy  |  Contact Us