Protecting Your Purchase

Under the Consumer Protection Act, 2012, all goods sold must be reasonably fit for their intended purpose and of merchantable quality. These are implied conditions that cannot be excluded by any seller or manufacturer. If a product fails to meet these standards within a reasonable time, you are legally entitled to a remedy — repair, replacement, or refund — regardless of any manufacturer's warranty.

Many products come with a manufacturer's warranty that covers defects in materials or workmanship for a specified period (e.g., 6 months, 1 year).

Please Note: weshop is a marketplace platform, not the manufacturer. The terms of these warranties are set by the brand. weshop will act as a mediator to facilitate the claim between the buyer and the seller/manufacturer, but the ultimate responsibility for the warranty rests with the product's creator.

If your item arrives completely non-functional or is visibly damaged out of the box (Dead on Arrival), you must report it within 48 hours of delivery. You must provide an unboxing video and photos. If verified, weshop will facilitate an immediate replacement or full refund, and the seller will bear all return shipping costs.

Subject to proof of purchase and the terms of the specific manufacturer, warranties generally cover:

• Manufacturing defects (e.g., faulty screens, dead batteries, hardware failure).
• Faulty workmanship under normal, intended use.

Warranties do not cover damage caused by the user. This includes, but is not limited to:

• Damage caused by misuse, negligence, dropping, or accidents.
• Water or liquid damage (unless the item is explicitly marketed as waterproof).
• Normal wear and tear (e.g., worn-out cables, fading colors).
• Damage from unauthorized repairs, modifications, or tampering by third parties.
• Products with removed, altered, or defaced serial numbers.
• Software issues, viruses, or data loss.

To initiate a warranty claim, please contact our support team at support@weshop.co.ke with the following:

• Your weshop Order Number.
• A clear description of the defect.
• High-quality photographs and a video demonstrating the issue.
• The product's serial number or IMEI (if applicable).

Once received, we will coordinate with the seller to assess the product. Do not send items back without prior authorization from our team.

If a warranty claim is validated and the item is confirmed defective, the seller or manufacturer will cover the cost of return shipping and repair/replacement. However, if the item is inspected and found to be damaged by the user (e.g., physical cracks, liquid damage), the buyer will be responsible for the cost of shipping the item back to them.

Before pursuing legal action, consumers are encouraged to utilise our internal Dispute Resolution process. If unresolved, you may refer the matter to the Competition Authority of Kenya (CAK) or the relevant consumer protection bodies. This policy is governed by the Consumer Protection Act, 2012, and the Sale of Goods Act of Kenya.