Warranty Policy

Amazfit Kenya Warranty and Returns Policy

This Warranty and Returns Policy applies to eligible products purchased directly from Amazfit Kenya, operated by Exelic Gadgets, through:

The Amazfit Kenya website;
Our Nairobi retail shop; or
An approved Amazfit Kenya sales channel where an official receipt or invoice was issued by us.

This policy is administered in Kenya by Amazfit Kenya/Exelic Gadgets, working with our authorised distributors and product suppliers where technical assistance, replacement stock or warranty approval is required.

This policy does not apply to products purchased from unrelated third-party sellers, marketplaces or retailers. Customers who purchased from another seller should first submit their claim to that seller.

1. Your statutory consumer rights

This policy is intended to explain our store warranty and returns procedure. It does not exclude, restrict or replace any rights or remedies that a customer may have under the Constitution of Kenya, the Consumer Protection Act, the Competition Act, the Sale of Goods Act or any other applicable Kenyan law.

Where applicable law gives a customer a remedy that is more favourable than a term in this policy, the applicable law will take precedence.

2. Seven-day return period

Customers may request the return of an eligible product within seven calendar days from:

The date the product was delivered for an online or telephone order; or
The date of purchase for an in-store transaction.

The seven-day return period is separate from the manufacturer-defect warranty described later in this policy.

2.1 Change-of-mind returns

A product returned because the customer changed their mind, selected the wrong model or no longer wants the product may be accepted only when:

The return request is made within seven calendar days;
The product is unused, unworn and in resalable condition;
The product has not been damaged, altered or subjected to improper use;
All original packaging, manuals, charging accessories, straps, inserts and other supplied items are included;
Any complimentary gifts or promotional items supplied with the order are also returned;
Product and packaging serial numbers, labels and security seals have not been removed, altered or tampered with;
The customer provides the original receipt, invoice or valid order number; and
The product passes our return inspection.

A smartwatch, smart ring or other wearable that has been extensively used, damaged, personalised, altered or activated in a manner that prevents it from being resold as new may not qualify for a change-of-mind return.

Opening a product solely to inspect it does not automatically invalidate a return. However, the product must remain complete, undamaged and suitable for resale. Products that have been worn or used beyond what is reasonably necessary to inspect them may be treated as used products.

Where a product is defective, the claim will be handled under the warranty and defective-products sections of this policy rather than as a change-of-mind return.

2.2 Return delivery costs

The customer is responsible for all transport or courier charges associated with returning a product to our Nairobi service point.

Original delivery charges and return courier charges are generally non-refundable, except where:

We supplied the wrong product;
The product was materially different from what was ordered;
The product was damaged before delivery;
Applicable Kenyan law requires otherwise; or
We agree otherwise in writing.

Customers sending a product by courier should use secure, protective packaging and a trackable delivery service. The customer remains responsible for the product until it is received and acknowledged at our Nairobi service point.

2.3 Inspection and refund

Returned products will be inspected after they are received.

A refund will be approved only after we confirm that the return meets the conditions of this policy. Approved refunds will normally be made through the original payment method, where reasonably possible.

Any applicable delivery, payment-processing or third-party service charges that were clearly disclosed and already incurred may not be refundable unless required by law.

We will communicate the refund approval and expected processing date to the customer in writing. The time taken for funds to appear after processing may depend on the customer’s bank, card provider or mobile-money provider.

3. Limited manufacturer-defect warranty

Eligible products are covered against defects in materials or workmanship arising during normal and intended use.

3.1 Warranty duration

The warranty period applicable to each product is the period stated on:

The product page at the time of purchase;
The customer’s invoice or receipt;
The warranty document supplied with the product; or
A written warranty confirmation issued by Amazfit Kenya.

Unless a different period is clearly stated, the standard warranty period is 12 months from the original purchase date.

Where different warranty periods apply to the main device, battery, charger, cable, strap or another accessory, those periods must be stated on the product page, receipt or warranty document.

The warranty applies to the original retail purchase and begins on the purchase date shown on the customer’s receipt or invoice.

4. Products and defects covered

The warranty covers an eligible product that develops a confirmed manufacturer defect under normal use during the applicable warranty period.

A manufacturer defect may include, subject to technical diagnosis:

Failure of the device to power on despite proper charging and use;
Failure of an essential hardware component;
Manufacturing defects affecting the display, buttons, sensors, charging system or internal electronics;
Premature failure of a supplied charging accessory caused by a manufacturing fault;
Material or assembly defects present when the product was supplied; or
Another hardware fault confirmed by our technicians, distributor or supplier as resulting from manufacturing or workmanship.

The existence of a fault will be determined through diagnosis. Reporting a problem does not automatically establish that the product has a manufacturer defect.

5. Dead-on-arrival products

A product may be treated as dead on arrival where, on first use, it:

Does not power on;
Cannot complete its initial setup because of a hardware fault;
Cannot charge using the supplied compatible charger;
Has a serious physical or functional manufacturing defect; or
Cannot perform an essential advertised function because of a confirmed hardware defect.

A dead-on-arrival issue should be reported as soon as reasonably possible and within the seven-day return period.

The customer must provide:

The original receipt, invoice or order number;
The product and its original packaging;
All supplied accessories;
The product’s serial number;
A description of the problem; and
Photographs or video where reasonably requested.

A dead-on-arrival replacement is issued only after diagnosis confirms that the problem is a manufacturer defect and is not caused by damage, misuse, an incompatible charger, incorrect setup or another excluded cause.

6. What the warranty does not cover

The warranty does not cover faults, damage or loss caused by:

Accidental damage, impact, drops, crushing or collision;
Cracked, scratched or broken displays resulting from external force;
Misuse, abuse, negligence or use contrary to product instructions;
Liquid damage where the product was used outside its stated water-resistance rating or care requirements;
Exposure to fire, excessive heat, corrosive substances, chemicals, salt water or unsuitable environmental conditions;
Improper charging, incompatible chargers, voltage irregularities or damaged power sources;
Unauthorised repair, opening, disassembly or modification;
Altered, removed, damaged or unreadable serial numbers or warranty labels;
Use of unsupported software, unofficial firmware or unauthorised modifications;
Damage caused by third-party accessories, applications or equipment;
Loss, theft or disappearance of the product;
Cosmetic damage that does not affect normal operation;
Normal wear and tear;
Normal deterioration of straps, clasps, coatings and other wearable components;
Normal reduction in battery capacity resulting from age and use;
Failure to back up or protect personal data;
Network, mobile-phone, application or third-party service incompatibility that is not caused by defective product hardware;
Features that are unavailable because a third-party service, application or software provider changed or discontinued its service;
Use for medical diagnosis, treatment or another purpose for which the product was not designed; or
Products bought from a seller other than Amazfit Kenya/Exelic Gadgets.

Water resistance does not mean that a product is immune to all liquid damage. Customers must comply with the model’s stated water-resistance rating and care instructions.

7. Battery and accessory coverage

7.1 Batteries

A rechargeable battery may be covered where diagnosis confirms a manufacturing defect, such as failure to charge or abnormal failure within the applicable warranty period.

Normal battery ageing and gradual reduction in battery capacity are expected characteristics of rechargeable batteries and are not, by themselves, manufacturer defects.

Battery life also varies depending on settings, usage, connectivity, display brightness, GPS use, temperature, notifications and enabled health-monitoring features.

7.2 Straps and wearable components

Normal wear, stretching, staining, fading, scratches, peeling or deterioration of straps and other wearable components is not covered.

A strap or wearable component may be covered where it had a confirmed material or manufacturing defect when supplied.

7.3 Chargers, cables and other accessories

A supplied charger, charging base, cable or other accessory may be covered when:

It was included with the original product;
It has been used correctly;
It is within its applicable warranty period; and
Diagnosis confirms a manufacturing defect.

Lost accessories and damage caused by misuse, bending, pulling, incompatible power sources or unauthorised equipment are not covered.

8. How to submit a warranty claim

Before returning a product, contact Amazfit Kenya using the details at the end of this policy.

Please provide:

Your full name;
Telephone number and email address;
Order number, receipt or invoice;
Product name and model;
Serial number, where available;
Purchase date;
A clear description of the fault;
When the fault started;
Troubleshooting steps already attempted; and
Photographs or video showing the problem where reasonably possible.

Our customer-service team may provide initial troubleshooting instructions before asking you to return the product. Following those reasonable troubleshooting steps can resolve configuration, charging, pairing, notification or software issues without requiring the product to be returned.

Do not send a product before the return or warranty claim has been acknowledged by our customer-service team.

9. Returning a product for diagnosis

A product approved for assessment may be:

Delivered in person to our Nairobi location; or
Sent by a reputable courier service at the customer’s cost.

The product should be packaged securely and should include:

The affected product;
Relevant charging accessories where required for diagnosis;
The receipt, invoice or order details;
The claim reference supplied by our team; and
A written description of the fault.

Customers should not send unrelated accessories unless requested.

We may refuse to accept or process an unidentified package that does not contain sufficient customer, order or claim information.

10. Personal data and device preparation

Before returning a device, the customer should, where possible:

Synchronise and back up any required data;
Remove personal information;
Disconnect the device from their Zepp or other linked account;
Disable device locks;
Remove payment or authentication information; and
Perform a factory reset if the device remains functional.

Warranty assessment, repair or replacement may result in the loss of data stored on the device. Amazfit Kenya is not responsible for data loss except where liability cannot lawfully be excluded.

11. Diagnosis period

We aim to complete the initial diagnosis within five business days after:

The product has been received at our Nairobi service point;
The customer has supplied the required proof of purchase; and
All information reasonably required to assess the claim has been provided.

Business days exclude Saturdays, Sundays and Kenyan public holidays.

Some cases may require additional testing or technical confirmation from our distributor, supplier or another authorised technical partner. Where this occurs, we will inform the customer of:

The reason additional assessment is required;
The expected next step; and
Any revised estimated completion date.

12. Warranty remedies

Where diagnosis confirms a covered manufacturer defect, Amazfit Kenya will determine the appropriate remedy in consultation with the relevant distributor or supplier and in accordance with applicable Kenyan law.

The available remedies may include:

Repair, where appropriate parts and qualified technical service are available;
Replacement with the same model;
Replacement with an agreed equivalent model;
Sourcing a replacement product that is not currently available locally; or
A refund where an appropriate repair or replacement cannot reasonably be provided.

12.1 Repair

Repair is not guaranteed for every product or defect.

A repair may be offered only where:

Suitable genuine or compatible parts can be sourced;
Qualified technical service is available;
Repair is technically and commercially reasonable; and
The repair will provide a reliable remedy.

Because local repair parts may not always be readily available, the primary remedy for a confirmed manufacturer defect may be replacement rather than repair.

No repair will be performed without informing the customer of the proposed remedy.

12.2 Replacement

Where replacement is approved, we will first seek to provide the same product model and variant, subject to availability.

Where the same model is unavailable, we may:

Source the same model from outside the local market;
Offer an equivalent replacement of similar value and specifications, subject to the customer’s agreement; or
Offer another lawful remedy.

A replacement product will not necessarily contain the customer’s previous settings or data.

Unless otherwise stated or required by law, a replacement product remains covered for the unexpired balance of the original product’s warranty period.

12.3 Replacement products requiring international sourcing

When an approved replacement is not available locally but can reasonably be sourced, we may order it from a distributor or supplier on the customer’s behalf.

The customer will be informed that:

The replacement is not currently available locally;
International sourcing is required;
The estimated waiting period may change; and
Customs processing, distributor availability, international transport and other circumstances outside our direct control may affect delivery.

We will provide reasonable status updates while the replacement is being sourced. A delayed shipment does not automatically qualify for a refund where the approved replacement remains available and is actively being sourced, unless applicable law requires otherwise or we agree otherwise in writing.

12.4 Refund following a confirmed warranty claim

A warranty refund may be considered where:

The required repair parts cannot reasonably be sourced;
The product has been discontinued or withdrawn from the market;
The same product cannot reasonably be replaced;
A suitable equivalent replacement is unavailable or not agreed;
The approved remedy cannot reasonably be completed; or
Applicable Kenyan law requires a refund.

A refund under the warranty will be based on the amount actually paid for the affected product, as shown on the original receipt or invoice, subject to any rights and requirements under applicable law.

This warranty-refund provision is separate from an approved return made under the seven-day return period.

13. Claims where no manufacturer defect is found

Where diagnosis finds that:

The product is functioning normally;
The reported issue is caused by configuration, software settings, phone compatibility or third-party services;
The damage is accidental;
The fault resulted from misuse or an excluded cause; or
The warranty period has expired; the claim may be declined.

We will explain the assessment result and, where possible, recommend troubleshooting, paid repair, replacement parts or another available option.

The customer remains responsible for collecting the product or paying the cost of returning it by courier.

14. Transport and courier charges

Unless otherwise agreed in writing or required by Kenyan law:

The customer pays the cost of transporting or shipping a product to our Nairobi service point;
The customer pays the cost of returning the assessed, repaired or replacement product;
The customer is responsible for secure packaging;
The customer bears the risk of loss or damage before the parcel is received by us; and
Amazfit Kenya is not responsible for delays, loss or damage caused by a courier selected by the customer.

Customers may avoid courier costs by delivering and collecting the product in person from our Nairobi location.

15. Uncollected products

After diagnosis or completion of a warranty claim, we will contact the customer using the contact details provided.

The customer should arrange collection or return delivery promptly. Any product that remains uncollected for an extended period will be handled in accordance with applicable Kenyan law and after reasonable attempts have been made to contact the customer.

16. Limitation of the store warranty

To the extent permitted by Kenyan law, this warranty does not cover indirect losses such as:

Loss of business or profits;
Loss of stored data;
Loss caused by an unavailable third-party application or service;
The cost of substitute equipment during assessment;
Travel or accommodation costs;
Loss arising from failure to back up information; or
Other consequential losses not directly caused by a breach of an applicable legal obligation.

Nothing in this section excludes liability that cannot lawfully be excluded under Kenyan law.

17. Escalating a complaint

Customers who are dissatisfied with the handling of a return or warranty claim should first request an internal review through the contact details below.

Please include:

Your claim reference;
Order or receipt number;
The product involved;
A summary of the issue;
The remedy requested; and
Any relevant photographs, reports or previous correspondence.

We will review the complaint and communicate our position and available next steps. Nothing in this policy prevents a customer from exercising any right to submit a complaint to the Competition Authority of Kenya, another competent regulator or a court with appropriate jurisdiction.

18. Governing law

This policy and all eligible purchases made through Amazfit Kenya are governed by the laws of Kenya. Any provision of this policy that conflicts with a mandatory requirement of Kenyan law will apply only to the extent permitted by law. The remaining provisions will continue to apply.

19. Contact and return location

Amazfit Kenya / Exelic Gadgets
Telephone: +254 103 703328
Email: amazfitkenya@gmail.com
Location: Mithoo Biashara Center, Shop F01, Nairobi CBD, Kenya

Customers should contact us before sending or delivering a product for return, diagnosis or warranty assessment.