Last updated: 9 November 2026
This Returns, Refunds and Cancellations Policy describes the way return or cancellation requests relating to InCountry Distribution products and AV solution engagements should be raised. The accepted quotation, order confirmation, invoice and applicable manufacturer warranty remain important to determining the position for a particular purchase.
1. Contact us before returning an item
Before sending or delivering an item back, contact the InCountry team with the order or invoice reference, product model, a description of the issue and photographs where useful. We will confirm the appropriate return process and destination. Unannounced returns may be delayed or refused where the item cannot be identified or safely received.
2. Faulty, damaged or incorrect items
If an item appears faulty, damaged in transit or different from the item ordered, contact us promptly so the issue can be assessed. Keep the product, accessories, packaging and proof of purchase available where possible. Remedies will be handled in accordance with the applicable order terms, manufacturer warranty and rights available under Kenyan law.
3. Change of mind and non-fault returns
Eligibility for a change-of-mind return depends on the product, condition, order terms and any applicable legal rights. Items that have been installed, configured, used, damaged after delivery, personalised, specially sourced or supplied under a special order may be subject to additional restrictions or costs where lawful and disclosed in the relevant quotation or order terms. Contact us before making assumptions about eligibility.
4. Refunds and replacements
Where a refund, replacement, repair or other remedy is agreed, the InCountry team will explain the next steps and any information required. Refund timing depends on the assessment, payment method and the payment provider or financial institution. Approved refunds will normally be made through the original payment channel unless another method is agreed.
5. Installation, design and project cancellations
For AV design, installation, integration, configuration, training or other project services, cancellation or scope changes should be requested in writing. Any completed work, committed third-party costs, specially ordered equipment, travel or materials already procured may be accounted for in the final settlement where provided for in the accepted quotation or permitted by law. The accepted project proposal should set out deposits, milestones and cancellation terms.
6. Manufacturer warranties
Some products are supported by manufacturer warranties. Warranty coverage, exclusions, service locations and claim procedures vary by brand and model. The relevant product documentation or quotation should be checked, and the InCountry team can help direct a warranty enquiry through the appropriate channel.
7. How to raise a request
Email sales@incountrydistribution.co.ke or call 0711 179 496 with your order reference and a description of the request. You may also use the website contact form.