Warranty & Refund Policy

This policy explains the warranty that applies to products supplied by Bititec Systems & Suppliers Limited ("Bititec", "we", "us" or "our") and how returns and refunds are handled. It applies to all products we sell unless a different, written warranty is agreed at the point of sale. It should be read together with our Terms & Conditions and does not affect any rights you have under the Kenya Consumer Protection Act, 2012.

Warranty Coverage

All new products supplied by Bititec are covered by a manufacturer's warranty of one (1) year from the date of purchase against genuine manufacturer's defects, unless a longer or shorter period is stated in writing when you buy. This applies across our full range — printers, photocopiers, KRA-approved eTIMS/ETR machines, shredders, telephone systems and other office equipment. Within the warranty period we will, at our or the manufacturer's option, repair the defect or replace the affected item where a defect cannot reasonably be remedied.

What the Warranty Does Not Cover

The warranty covers manufacturing defects only. It does not cover:

- failures or damage caused by mishandling, drops or falls, physical damage, or electrical faults and power surges; - power supplies, adapters, power cables and similar accessories, which are supplied without warranty; - damage caused by water or any other liquid spillage; - any product whose internal components have been added to, removed or upgraded without the prior consent of the manufacturer (OEM) or Bititec; - faults arising from the use of counterfeit or non-genuine toners, cartridges or consumables not supplied by Bititec Systems & Suppliers Ltd; and - normal wear and tear, depletion of consumables such as toner, and use outside the manufacturer's stated operating conditions.

Making a Warranty Claim

If you believe a product has a manufacturing defect within the warranty period, please contact our support team with your name, the product model and proof of purchase, and a description of the fault. We will assess the item — remotely, on-site or at our workshop as appropriate — and, where the claim is valid, repair or replace it as quickly as we reasonably can. Genuine parts and consumables supplied by Bititec help keep your warranty intact.

Returns & Refunds

We want you to be satisfied with what you buy from us. If an item is defective, damaged in transit, or does not match what was agreed, please tell us as soon as possible so we can put it right. Your rights under the Kenya Consumer Protection Act, 2012 always apply — a defective product may be repaired, replaced or refunded, and any "no refund" or "all sales final" notice does not apply to faulty goods.

- **Return window.** Eligible items may be returned within seven (7) days of delivery, in line with standard practice under the Consumer Protection Act. - **Condition.** Returned goods should be unused and in their original packaging with all accessories, manuals and free items included. - **Dead on arrival (DOA).** If a product is faulty on first use, report it within 48 hours of delivery and we will arrange a replacement or refund at no cost to you. - **Items that cannot be returned.** For hygiene, safety and compliance reasons, some items are non-returnable once opened or activated — including opened toners and consumables, custom or special-order equipment, and ETR/eTIMS machines that have already been initialised or registered with KRA — unless they are faulty. - **Change of mind.** Returns for reasons other than a fault may be accepted at our discretion for unopened items, and a restocking fee may apply. - **How refunds are made.** Approved refunds are issued using your original payment method (for example M-Pesa or bank transfer), normally within fourteen (14) days of us receiving and inspecting the returned item.

Repairs & After-Sales Support

Beyond the warranty period, our technicians are available for chargeable repairs, servicing, toner refills and spare parts across all the brands we supply. Reach out any time and we'll advise on the most cost-effective option for your equipment.

Last updated: August 2026.