Shipping Policy
Enki Limited: Refunds and Returns Policy
Introduction
At Enki Limited (“Enki,” “we,” or “our”), we are committed to providing you with reliable products and exceptional customer service. We understand that sometimes a purchase doesn’t work out. This policy outlines a fair and transparent process for returns and refunds, designed to be in compliance with Kenyan consumer protection regulations.
By purchasing from us via enki.co.ke or other channels, you agree to this policy.
1. Returns Policy
A. Eligibility for Returns (7-Day Period)
You may return a product purchased from Enki within seven (7) calendar days from the date you received it. To be eligible for a return, the product must meet all of the following conditions:
Original Condition: The product must be unused, unaltered, and in the exact condition you received it.
Original Packaging: The product must be returned in its original, undamaged packaging, including all accessories, manuals, and free gifts (if any).
Proof of Purchase: The return must be accompanied by the original sales receipt or proof of purchase.
No Physical Damage: The product must not have physical damage (unless it was damaged upon arrival and reported immediately).
B. Non-Returnable Items
For reasons of hygiene, safety, or intellectual property protection, certain items cannot be returned or refunded unless they are defective:
Software or Digital Licenses once the packaging seal has been broken or the license key has been activated/registered.
Consumable Goods such as printer cartridges, toners, batteries, or specialized media, once opened.
Products marked as Non-Returnable or Final Sale at the time of purchase.
Custom-ordered or personalized items.
C. Return Process
To initiate a return, please follow these steps:
Contact Us: Email our Customer Service team at info@enki.co.ke or call us at 0115 589455 within the 7-day period. Provide your order number, the item(s) you wish to return, and the reason for the return.
Assessment: Our team will review your request and issue a Return Authorization Number (RAN) if your item is eligible.
Shipping: You are responsible for safely shipping the product back to Enki Limited. The cost of return shipping is borne by the customer, except in cases where the product was defective, incorrect, or damaged upon delivery.
2. Refunds Policy
A. Eligibility for Full Refund
A full refund will be processed if your return is approved and falls under one of the following criteria:
The product was returned within seven (7) days and met all the conditions listed in Section 1A.
The product was confirmed by Enki to be defective, faulty, or not as described upon arrival.
B. Refund Process and Timeline
Once we receive the returned item, it will undergo a thorough inspection and verification process.
If approved, your refund will be issued to your original payment method within 14 calendar days from the date we receive the returned product.
Shipping fees paid in the original order are non-refundable, except when the item was returned due to an error on our part (i.e., defective or incorrect item).
C. Partial Refunds or Refusal
We reserve the right to offer a partial refund or refuse the refund entirely if:
The product is returned after the 7-day period has elapsed.
The product is not in its original condition, is damaged due to customer misuse, or is missing parts or packaging that were not due to our error.
3. Exchange Policy
If you prefer an exchange instead of a refund, please state this clearly when you contact our Customer Service team. Exchanges are:
Subject to product availability.
Processed only after the original item has been returned, inspected, and approved under the terms of this policy.
4. Your Legal Rights
This policy does not affect your statutory rights under Kenyan law. You have legal recourse under the relevant Consumer Protection Act for goods that are:
Faulty or damaged.
Unfit for the purpose for which they are supplied.
Not as described or demonstrated.
Contact Us
For any questions, concerns, or to initiate a return or refund request, please contact us:
Enki Limited Customer Service
Email: sales@enki.co.ke
Policy Effective Date: September 29, 2025
