Refund & Warranty Policy
for CCTV Installation
Last Updated: [29/12/2025]
Thank you for choosing CCTV Installation.co.ke for CCTV installation, security systems, and related services across all 47 counties in Kenya. This Refund & Warranty Policy outlines our terms regarding product warranties, service guarantees, cancellations, and refund eligibility.
Our goal is to ensure transparency, customer satisfaction, and long-term system performance.
1. Scope of Policy
This policy applies to:
CCTV cameras cotrol systems
Installation, maintenance, and consultation services
2. Warranty Coverage
We provide warranties in accordance with manufacturer guidelines and service deliverables.
2.1 Equipment Warranty
All equipment supplied by CCTV Installation.co.ke includes a manufacturer warranty of 12–24 months, depending on the brand.
Warranty covers factory defects and hardware malfunctions.
2.2 Installation Warranty
We offer a 12-month workmanship warranty on all installations completed by our technicians.
Warranty includes system alignment, mounting stability, and cable routing integrity.
2.3 Warranty Exclusions
Warranty does not cover:
Physical or water damage
Power surges or lightning damage
Unauthorized repairs or modifications
Misuse, mishandling, or accidental damage
Tampering with seals or product labels
Recommendation: Use surge protectors and stabilizers to protect your equipment from power issues.
3. Refund Eligibility
Refunds may be granted under the conditions below:
| Purchase Status | Refund Eligibility |
|---|---|
| Product ordered but not delivered | Full refund within 7 days |
| Product delivered but unopened | Full refund within 5 days |
| Product installed | No refund — warranty applies |
| Service deposit paid | Partial refund depending on expenses incurred |
| Custom orders or special imports | Non‑refundable |
4. Service Cancellation
If you wish to cancel a scheduled installation or maintenance service:
24 hours before appointment → eligible for full refund of service fee (minus expenses)
Less than 24 hours → cancellation charges may apply to cover logistics and technician allocation
5. Replacement Policy
A product may be replaced if:
It fails within the warranty period due to factory defect
It cannot be repaired under the manufacturer warranty
Replacements are processed through our authorized distributors and may take 7–30 business days, depending on stock availability.
6. Warranty Claims Procedure
To lodge a warranty claim, provide:
Proof of purchase (receipt, invoice, or installation record)
System photos or video recordings of the issue
Description of the malfunction or defect
Contact us via email, phone, or our support page. Our technician may inspect the system before approval.
7. System Maintenance & Customer Responsibility
Clients must:
Ensure safe installation environments
Protect devices from weather elements (unless rated for outdoor use)
Report issues immediately to prevent further damage
Allow authorized personnel only for repairs
Failure to follow the above may void the warranty.
8. Refund Method & Processing Time
Approved refunds are processed within 7–14 working days via:
M‑Pesa
Bank transfer
Cheque (business clients only)
Note: Transaction or processing fees may apply depending on the payment platform.
9. Governing Law
This policy is governed by the Consumer Protection Act of Kenya, Contract Law of Kenya, and applicable trade regulations.
10. Policy Updates
We may revise this policy periodically to improve service delivery or comply with legal obligations. The updated version will always be available on our website.
11. Contact Information
To request a refund, make a warranty claim, or ask questions regarding this policy, please contact:
Email: contact@cctvinstallation.co.ke
Phone: 0758106559
Office Address: Moi Avenue, Imenti House, First Floor
By purchasing our products or services, you acknowledge that you have read, understood, and agreed to this Refund & Warranty Policy.
