Returns and Exchange Policy

This policy covers products bought from Patsec Security Store online or in our Nairobi shop. If anything here is unclear, message us on WhatsApp before you return an item and we will guide you.

Returns at a glance

• Return window: 7 days from the day you receive the item.
• Condition: unused, undamaged and in the original packaging, with all accessories and manuals.
• What you get back: an exchange for another item or store credit. We do not give cash refunds.
• Return delivery: paid by the customer.
• Proof of purchase: a receipt, invoice or order number is required.
• Faulty items after 7 days: covered by the manufacturer’s warranty, and we handle the claim for you.

How to return an item

1. Contact us within 7 days of receiving the item on WhatsApp at 0714 847 183 or by email at info@patsecuritysolutions.co.ke. Include your order number or receipt, the item, and the reason for the return.
2. Wait for us to confirm the return before sending anything. Please do not send the item to the manufacturer.
3. Bring or send the item to our shop: Kenneth Matiba Road, White Angle House, 1st Floor, Shop 76, Nairobi. Pack it securely in its original box.
4. We inspect the item and tell you whether the return is approved. Once approved, we arrange your exchange or issue store credit.

Items we cannot take back

Unless the item is faulty, we cannot accept returns of:

• Cut-to-length items: cable, fence wire, razor wire, polywire or any product cut from a roll to your requested length.
• Installed items: anything that has been installed, mounted or wired up, for example energizers, gate motors, cameras, access control devices and alarm panels.
• Special orders: items we ordered in specifically for you.
• Opened software and licensed devices: activated software, licences, and devices registered to your account or SIM.
• Items that are used, damaged by the customer, or returned without their original packaging and accessories.

Exchanges and store credit

When a return is approved, you can exchange the item for the same product, a different product, or receive store credit for its value. If the replacement costs more, you pay the difference. Store credit can be used on any product in our shop. We do not refund returns in cash, M-Pesa or to a card.

Faulty or damaged items

Check your order when it arrives. If an item is faulty or damaged, contact us straight away with photos and your order number.

• Within 7 days: we replace a faulty item once our technician has confirmed the fault.
• After 7 days: faulty items are covered by the manufacturer’s warranty. Bring the item to our shop with your proof of purchase and we will handle the warranty claim with the manufacturer or distributor. Warranty periods vary by brand and product. Ask us before you buy if you need to know the cover for a specific item.

Warranty does not cover damage from lightning or power surges, incorrect installation, water damage, physical damage, or units that have been opened or repaired by someone other than an authorised technician.

Return delivery costs

You pay for delivering a return to our shop, and delivery charges are not credited back. For expensive items, use a courier with tracking. We cannot accept responsibility for items lost or damaged on the way to us.

Frequently asked questions

How long do I have to return an item?
7 days from the day you receive it.

Can I get my money back?
No. Approved returns are exchanged or given as store credit.

I bought the wrong energizer or camera. Can I swap it?
Yes, if it is within 7 days, unused, not installed and in its original packaging.

My item stopped working after a few months. What do I do?
Bring it to our shop with your receipt. We will check it and handle the manufacturer warranty claim for you.

Can I return cable or razor wire I did not use?
Not if it was cut to length for you. Full, unopened rolls can be returned within 7 days.

Contact us about a return

WhatsApp: 0714 847 183
Email: info@patsecuritysolutions.co.ke
Shop: Kenneth Matiba Road, White Angle House, 1st Floor, Shop 76, Nairobi
Open Monday to Saturday, 7:00 am to 7:00 pm; public holidays 9:00 am to 2:00 pm; closed Sundays and 24 to 27 December

This policy does not affect your rights under Kenyan consumer protection law.