POWERQO SOLUTIONS – Returns & Refund Policy
Effective 07 June 8, 2026
Scope: This policy covers all products sold on powerqosolutions.co.ke, including power inverters, solar panels, batteries, Laptops, CCTV Cameras, Computer Accessories, and any installation or service agreements. (Digital goods or custom services, if any, may have separate terms.)
All products come with the standard manufacturer warranty (not covered by this policy); Powerqo Solutions will assist in arranging warranty repairs or replacements as needed.
Eligibility for Returns/Refunds:
Customers may request a return or refund if the item is unused, unaltered, in its original packaging, and with all accessories and documentation. Returns for change of mind (buyer’s remorse) must be initiated within 7 days of delivery and can be accepted only for unopened, re-saleable items.
Defective or damaged items must be reported immediately and in any event within 3 business days of delivery, with clear evidence (photos/videos) of the defect.
Powerqo Solutions may, at its discretion, authorize a return outside these windows for extenuating reasons (e.g. late notice of defect). All returns require a valid receipt, invoice or order number.
- Non-Returnable Items: Items that are custom-made, digitally delivered, consumables, or explicitly marked non-returnable at sale are not eligible for change-of-mind returns. Defective goods still qualify under warranty terms.
Return Process for Customers: To initiate a return or refund, the customer should:
- Contact Support: Email info@powerqosolutions.co.ke or call +254720924733 within the eligibility period, providing the order number and reason for return (including photos if defective).
Obtain RMA Number: Upon approval, Powerqo Solutions will issue a Return Authorization (RMA) number and instructions.
3. Pack Securely: Pack the item securely in its original packaging, including all components and the RMA number on the box.
4. Ship Item: Ship the item back to Powerqo Solutions designated address. - For change-of-mind returns, the customer bears the shipping cost. For defective items, Powerqo Solutions will arrange and pay for return shipping or instruct the customer on a prepaid label.
Inspection: On receipt, the item will be inspected. As per industry practice, returns must be “in original condition” to be accepted; opened or damaged returns may incur a restocking fee or partial refund.
Refunds and Exchanges: Once the return is approved:
- Refund Method: Refunds are issued via the original payment method whenever possible. M-Pesa refunds will be sent to the original number, and bank refunds to the original account, within 7–14 business days after approval. WooCommerce will mark the order “Refunded” when the process is complete.
- Refund Scope: The refunded amount covers the product price, applicable VAT (as Kenya VAT was charged) and any shipping paid, except that original outbound shipping is not refunded for change-of-mind returns. (This aligns with WooCommerce guidance that refunds normally extend to product cost, tax and shipping.) Payment gateway transaction fees (e.g. card fees) are not recoverable by Powerqo Solutions.
- Partial Refunds: If the returned item is not in original saleable condition (e.g. missing parts, used, or non-defective wear), Powerqo Solutions reserves the right to issue a partial refund or deny the refund. Any restocking fee or reduction will be communicated to the customer.
- Exchanges: Instead of a refund, customers may request an exchange for another product of equal or greater value, subject to availability. Exchanges follow the same 7-day window and conditions as refunds.
- Repairs/Warranty: For defective items beyond the return window or covered by warranty, Powerqo Solutions warranty service applies. We will assist with repairs or warranty replacements per the manufacturer’s terms.
Cancellations: Orders can be cancelled by the customer before they have shipped. Upon cancellation, a full refund will be issued (subject to the same payment method and timeline above). If cancellation is requested after shipping, standard returns apply.
Shipping and Costs: Customers are responsible for return shipping costs for change-of-mind returns. Powerqo Solutions covers return shipping only for defective or incorrect items. A restocking fee of up to 15% may be applied to approved change-of-mind returns (to cover inspections and repackaging); no restocking fee applies for defective returns.
Privacy: Any personal data collected during the return (order details, contact info) will be used solely to process the return and refund, in accordance with our Privacy Policy and Kenya’s Data Protection Act. Contact information will not be shared beyond what is needed to handle the return.
Dispute Resolution: If a customer believes their rights under this policy or Kenyan law (e.g. Consumer Protection Act) have not been met, they may contact Powerqo Solutions support for review. If unresolved, consumers can lodge a complaint with the Competition Authority of Kenya (CAK) or seek civil remedies. CAK enforces consumer rights including refunds, replacements or repairs for defective goods】, so Powerqo Solutions policy is designed to comply and supplement these statutory rights.
Legal Compliance: This policy is intended to comply with Kenya’s Consumer Protection Act, 2012 (and subsequent regulations). Under Kenyan law, customers have a right to products of reasonable quality and compensation (repair, replacement or refund) for defects. Nothing in this policy limits those statutory rights. Powerqo Solutions terms of sale incorporate this returns policy by reference.
Contact Information:
For any questions or assistance, customers can reach us at +254 5720 924733 or info@powerqosolutions.co.ke. This policy is available on our website (link in footer and at checkout) and in emails regarding returns.
Plain-Language Summary (Homepage)
“Changed your mind or found a defect? We’re here to help. Powerqo Solutions lets you return most items within 7 days of delivery for a refund or exchange, as long as the product is unused and in its original packaging. If an item arrives damaged or doesn’t match the description, notify us immediately (we’ll guide you on returning it at no charge) and we’ll repair, replace, or refund your purchase under warranty. We aim to process approved refunds to your original payment method within 7–14 days.
Full details are in our Returns & Refunds Policy, which complies with Kenyan consumer law. Contact us at +254 5720 924733 or info@powerqosolutions.co.ke for assistance.”
This summary can be placed on the homepage or order confirmation page as a snippet, linking to the full policy.
Return Windows by Product Category
| Product Category | Return Window (Days) | Special Conditions |
| Electronics (inverters, solar gear, etc.) | 7 days for change-of-mind returns. Defects: report within 3 days. | Must be unopened; include all parts and receipt. Manufacturer warranty covers defects beyond this period. |
| Batteries (lead-acid, lithium) | 7 days for sealed returns. Defects: report within 3 days. | Batteries are hazardous goods – only return if unused and in original condition. No change-of-mind returns once seal is broken. |
| Accessories (cables, pumps, filters, etc.) | 7 days (unused, original packaging). Defects: report ASAP, ≤3 days. | Small accessories may incur a modest restocking fee if opened. |
| Services (installation, support) | No return after service is rendered. | Service cancellations permitted up to 48 hours before scheduled service for full refund; otherwise non-refundable. |
Note: All returns require proof of purchase. Return eligibility mirrors Powerqo Solutions example (7-day window, original condition) Defective items have priority handling.
Returns Workflow (Admin/Customer Process)
flowchart LR
A[Customer initiates return request] –> B{Within allowed period?}
B — No –> Z[Request denied (explain policy/rights)]
B — Yes –> C{Reason: Defective or Change-of-Mind}
C — “Defective/Damaged” –> D[Customer provides evidence + obtains RMA]
C — “Change-of-Mind” –> E[Customer obtains RMA, ships item (customer pays)]
D –> F[Powerqo Solutions arranges pickup/prepaid label]
E –> G[Customer ships item to Powerqo Solutions]
F –> G
G –> H[Powerqo Solutions inspects returned item]
H –> I{Item in original condition?}
I — Yes –> J[Approve return]
I — No –> K[Partial refund or deny]
J –> L[Process refund/exchange: update WooCommerce order
K –> M[Notify customer (partial/denial)]
L –> N[Refund issued via original payment (M-Pesa, bank, etc.)]
M –> N
N –> O[Send customer email: refund/exchange confirmation]
This flowchart shows the return handling steps. At each decision point, Powerqo Solutions staff follow the policy rules. Approved refunds are processed through Orders page, using the Refund button to credit the customer’s original payment. The admin will check order notes for a “Successfully refunded” confirmation.
Example Email Templates
- Return Request Acknowledgment (Auto-response):
Subject: Return Request Received – Order #12345
Dear [Customer Name],
Thank you for contacting Powerqo Solutions regarding your order #[Order Number]. We have received your return request for [Product Name]. A member of our support team will review your request and provide instructions for the return shipment (if approved) within 24 hours. Please ensure the item is unused, in its original packaging, and include the original receipt or order confirmation. If the item is defective or damaged, kindly attach clear photos of the issue.
If approved, we will issue you an RMA number and return shipping instructions. For any questions, feel free to reply to this email or call +254 5720 924733. We appreciate your business and will do our best to resolve this quickly.
Best regards,
Powerqo Solutions Support Team
- Return Approved (with shipping instructions):
Subject: Return Approved – Ship Item to Powerqo Solutions (Order #12345)
Dear [Customer Name],
Your return request for [Product Name] (Order #[Order Number]) has been approved. Please follow these steps:
- Pack the item securely in its original box with all accessories and manuals.
- Write the enclosed RMA number RMA123 on the outside of the package.
- Ship the package to Powerqo Solutions at the address below:
Powerqo Solutions Returns Department
Mama Ngina Street ,Embu, Kenya - For change-of-mind returns, please use any courier and email us the tracking info. For defective returns, we will cover the shipping: we have emailed you a prepaid courier label or arrange pickup.
Once we receive and inspect the item, we will process your refund or exchange. Approved refunds will be issued to your original payment method within 7 business days after receipt. We will notify you once the refund is complete.
Please contact us at info@powerqosolutions.co.ke if you need assistance. Thank you for your cooperation.
Sincerely,
Powerqo Solutions Returns Team
- Refund Processed:
Subject: Refund Processed – Order #12345
Dear [Customer Name],
We have received and inspected your returned item ([Product Name] – RMA123). We are pleased to confirm that your return has been approved. A refund of [Amount] has been issued to your original payment method.
- For M-Pesa payments, the refund has been sent to your mobile number ending in ****
- For card or bank payments, the refund will appear on your statement within 5–7 business days.
If the refund amount is incorrect or you have any questions, please contact us immediately. We value your satisfaction and hope to serve you again in the future.
Thank you for shopping with Powerqo Solutions.
Warm regards,
Powerqo Solutions Billing
- Return Denied or Partial Refund:
Subject: Return Request – Decision (Order #12345)
Dear [Customer Name],
After inspecting the returned [Product Name], we regret that we cannot offer a full refund. [Explain reason: e.g. “The item was returned used/damaged, which violates our return policy.” or “The request falls outside our 7-day window.”] However, we can offer a partial refund of [Amount] or store credit. Please let us know if you would like to proceed with this option.
We understand this may be disappointing. If you believe this was an error or you have additional information (e.g. photos of damage from shipping), please reach out to support@powerqosolutions.co.ke. Your satisfaction is important to us.
Regards,
Powerqo Solutions Returns Team
Each email is polite and clear, reflecting our policy terms (with key points cited above) and providing a record of the decision and next steps.
Administrative Workflow (Staff Process)
- Receive Request: Monitor returns support email/phone. When a return request arrives, open the customer’s order.
- Verify Eligibility: Check the date of delivery and policy window (7 days) and the reason. Confirm receipt number. If within policy, issue an RMA code. If outside, respond with a polite denial citing policy limits.
- Ship Instructions: If approved, email the customer the return instructions and RMA. For defective items, generate a prepaid shipping label or arrange courier.
- Inspect Item: Upon receiving the returned item, verify it matches the RMA and inspect condition. Compare against “original condition” criteria.
- Decision: If condition and policy compliance are met, proceed with refund/exchange. If not, determine appropriate partial amount (calculating restocking fee or denial).
- Process Refund: In WooCommerce Orders, click Refund, enter quantities and refund amount, and click Refund via [Gateway]. Document the refund in the order notes. WooCommerce will mark the order refunded.
- Notify Customer: Send the appropriate email template (Refund Processed or Denial) to the customer.
- Record Keeping: Update internal records, restock item if applicable, and file any physical return paperwork.
- Escalate Issues: If disputes arise (customer cites legal right), involve management or refer to consumer protection guidelines (remember CAK’s remedy powers
- This workflow ensures each return is handled consistently and in compliance with policy and law.