Returns and Refunds

Last updated: 30 October 2026

If you have received a faulty, damaged, incorrect or unsuitable item, contact Royal Link Technologies Ltd at info@royallink.co.ke so we can review the issue and explain the next steps. This policy applies alongside the agreed order and your rights under applicable Kenyan law.

How to request help

1. Contact us as soon as reasonably possible after discovering the issue.
2. Provide your order or invoice reference, product model, serial number where available, and a clear description of the problem. Relevant photographs can help us assess damage or an incorrect delivery.
3. Wait for return or inspection instructions before sending an item. We will confirm the appropriate destination, packing requirements and any reference to include.

Please do not send products to a manufacturer or an unconfirmed address on the assumption that a return has been arranged.

Faulty, damaged or incorrectly supplied products

We review the circumstances and may need to inspect or test the product. The appropriate outcome can include repair, replacement, correction of the supply or a refund, depending on the issue, the agreed order and applicable law. Tell us promptly about visible delivery damage and retain the packaging where practical.

Providing an invoice, packaging or photographs helps with handling the request. The absence of original packaging does not automatically remove a statutory remedy.

Change of mind or incorrect selection

Requests involving a change of mind, an incorrect model selection or surplus goods are considered case by case. Acceptance depends on the product’s condition, whether it was specially configured or ordered, and the conditions agreed before purchase. A voluntary return arrangement must be confirmed before you dispatch the goods.

If a product is unused, keep its accessories, documentation and packaging together while the request is reviewed. Avoid further installation, modification or use if you believe the product is faulty or incorrect.

Installed hardware, licences and services

Installed or configured hardware, activated or supplied software licences, customised items and services already performed require assessment against the agreed scope and relevant licence or supply conditions. They do not all have the same return process as an unused boxed product.

We will explain the options for the specific request. These considerations do not remove legal remedies where a product or service is faulty, incorrectly supplied or not as described.

Transport, inspection and refunds

We will confirm collection or return transport arrangements and responsibility for any applicable charges before the return is sent. Any proposed charge must be explained; statutory rights and obligations continue to apply.

Once a refund is approved, we will confirm the amount, payment method and expected processing time. The time for funds to appear can also depend on the payment provider. Any statutory refund deadline takes precedence over an administrative estimate.

Time limits and your rights

Contact us promptly rather than waiting for a general return window. The applicable time limit depends on the type of claim, the agreed supply conditions and the law. Any separate voluntary return period should be stated in the written quotation or order.

This policy does not impose a blanket no-refund rule or reduce rights under Kenya’s consumer-protection law. For questions or to open a request, email info@royallink.co.ke.