Returns & Refund Policy

Overview

At Ashna Power Pro, we stand behind every product we sell. If something isn't right with your order, we'll work quickly to make it right. This policy outlines when you can return a product, how to do it, and how refunds are handled.

What Can & Cannot Be Returned

How to Initiate a Return

• Contact us within 7 days of receiving your order via WhatsApp, phone, or email. Quote your order number and describe the issue.
• Send photos or a short video clearly showing the defect, damage, or incorrect item. This speeds up approval significantly.
• Receive return authorisation. Do not send items back before we confirm your return — unauthorised returns may not be processed.
• Ship or drop off the item at our Nairobi shop. Items must be securely packed in their original packaging with all included accessories.
• Inspection & decision. We inspect the item and notify you of the outcome within 2–3 business days of receiving it.

Refunds

Once your return is received and approved, your refund will be processed to your original payment method:

• M-Pesa: Refund sent within 3–5 business days
• Credit / Debit Card: Refund posted within 7–14 business days (depending on your bank)

You will be notified by SMS, WhatsApp, or email once your refund has been initiated.

If your refund appears delayed, please check your bank or M-Pesa statement first. If it has been more than 14 business days, contact us directly.

Exchanges

We offer like-for-like exchanges for items that are defective or damaged on arrival, subject to stock availability. If the same item is out of stock, we will offer you:

• A comparable replacement product, or
• A full refund

We do not offer exchanges for change-of-mind purchases.

Warranty Claims

Many products we sell carry a manufacturer's warranty. If a fault develops after the 7-day return window, your claim should be made directly to the manufacturer under their warranty terms.

We are happy to assist you identify the right warranty contact for your product — just reach out to us with your purchase details.

Return Shipping

For items being returned due to customer preference or incorrect order information, return shipping costs are the customer's responsibility.

For items returned due to our error (wrong item, defective on arrival), Ashna Power Pro will cover or reimburse reasonable return shipping costs — confirm this with us before shipping.

We strongly recommend using a trackable delivery method for returns. Ashna Power Pro is not responsible for items lost or damaged in transit on their way back to us.

Drop-off address: Superior Arcade Building, 1st Floor, Shop 1-04 & 2-10, Accra-Dubois Road Junction (Tearoom), Nairobi, Kenya.

Sale & Promotional Items

Items purchased on sale or with a promotional discount are eligible for return only if they are defective, damaged, or incorrectly supplied. Change-of-mind returns are not accepted on sale items.