Thank you for shopping with Highway Audio Visual Limited. We strive to provide you with high-quality products and exceptional customer service. This Refund and Returns Policy outlines our guidelines for returning and refunding products purchased from our company. Please read this policy carefully before making a purchase.
- Returns Eligibility
1.1. We accept returns for products purchased directly from Highway Audio Visual Limited. If you have purchased our products from an authorized retailer or third-party vendor, please refer to their return policy for assistance.
1.2. To be eligible for a return, the product must be unused, undamaged, and in its original packaging. Any product that is returned without meeting these criteria may be subject to a partial refund or may be rejected altogether.
- Refund and Return Options
2.1. If you receive a defective or damaged product, please contact our Customer Support team within 3 days of receiving the item. We will provide assistance and offer options for resolving the issue.
2.2. If the product is eligible for a return and meets the criteria outlined in Section 1.2, you may request a refund or exchange within 5 days from the date of purchase.
2.3. For products shipped in Kenya from the manufacturer, refunds cannot be offered. We work closely with our manufacturers to ensure the quality and integrity of our products. As a result, any returns or refunds for locally shipped items will be assessed on a case-by-case basis and may be subject to restocking fees or other charges.
- Return Process
3.1. To initiate a return or refund, please contact our Customer Support team by mail at highwaykenya@highwayavs.com. Provide them with the necessary details, including your order number, product information, and reason for the return.
3.2. Once your return request is approved, we will provide you with instructions on how to return the product. Please ensure that the item is securely packaged to prevent any damage during transit.
3.3. You will be responsible for covering the return shipping costs unless otherwise stated by our Customer Support team. We recommend using a reliable shipping method with tracking and insurance.
- Non-Returnable Items
4.1. The following items are non-returnable:
- Consumable products (e.g., batteries, ink cartridges)
- Customized or personalized products
- Software, digital downloads, and licenses
5. Contact Us
If you have any questions or concerns regarding our Refund and Returns Policy, please don’t hesitate to contact our Customer Support team. We are here to assist you and ensure your satisfaction with our products.
Note: This Refund and Returns Policy is subject to change without prior notice. Please refer to the latest version on our website or contact our Customer Support team for the most up-to-date information.