1. Return Eligibility

• 30-Day Return Window: You may return most products within 30 days of purchase, provided they are unused, in their original packaging, and include all accessories, manuals, and proof of purchase 12.
• Exceptions:
  • Non-returnable items: Gift cards, downloadable software, and activated licenses 129.
  • Final-sale products: Certain Ubiquiti hardware, such as routers and switches, may be non-returnable once ordered due to manufacturer restrictions 9.

2. Return Process

• Request Authorization: Contact Ubiquiti Kenya’s support team to initiate a return and obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA will not be accepted 13.
• Shipping: Customers are responsible for return shipping costs unless the return is due to a defect or error on Ubiquiti Kenya’s part 12.
• Condition Requirements: Items must be in "like new" condition, free of damage, and include original packaging. Opened or used products may incur restocking fees (up to 50% of the product value) or be denied 912.

3. Refunds & Exchanges

• Refund Timeline: Approved refunds are processed within 10 business days and credited to the original payment method 12.
• Exchanges: Defective or damaged items can be exchanged for the same product. If the item is out of stock, Ubiquiti Kenya may offer a replacement of equal value or wait for restocking

4. Warranty Claims

1-Year Manufacturer Warranty: Ubiquiti products are covered against defects in materials or workmanship for one year from purchase. To claim warranty service:

1. Submit an RMA request via Ubiquiti’s online portal.
2. Ship the product to the designated service center (freight prepaid by the customer).
3. Ubiquiti will repair, replace, or refund the product at their discretion

5. Special Considerations

• Software & Licenses: Non-refundable once activated or downloaded 912.
• Bulk Orders: Custom or large-scale deployments may have stricter return policies. Contact the sales team for details 9.
• Holiday Extensions: During peak seasons, return windows for gifts may be extended, but refunds remain subject to standard terms 11.