Returns & Warranty Policy
Last updated: 7 November 2026
Nashnaal Electronics (“NE”) is a trading name of NE Falcon Apex Commerce Limited (Company No. PVT-9L1Q856P). We sell genuine Hikvision equipment as the Hikvision Authorized National Distributor in Kenya. If something you bought from us is faulty, or is not what we described, we will put it right. This policy explains how.
In short: tell us within 7 days of delivery or collection if a product is faulty, damaged on arrival, the wrong item, or not as described. We test it and then replace, repair or refund it. Faults caused by the manufacturer are covered; damage caused by use, installation or accidents is not. After 7 days, the manufacturer warranty applies.
What we accept back
✓ Covered
- Faulty on arrival: the product does not power on or work as it should out of the box.
- Hardware faults from the manufacturer: a dead port, a failed sensor, IR or ColorVu light not working, a recorder that will not detect its disk.
- Software or firmware faults that we or Hikvision cannot fix with an update or a reset.
- Not as described: the product is different from what our website, invoice or quote said (model, resolution, features).
- Wrong item or missing parts supplied by NE.
✗ Not covered
- Physical damage: cracks, dents, broken housings or connectors, or a dropped product.
- Water, dust or insect damage from installation (for example an open cable gland or an indoor camera fitted outdoors).
- Electrical damage from the wrong power supply, power surges or lightning.
- Products that have been opened, repaired or modified by someone other than NE or Hikvision, or loaded with unofficial firmware.
- Changing your mind about a product that works as described. We may agree an exchange for unopened, unused stock in its original packaging, at our choice.
Items we cannot take back
- Cable and wire (coaxial, CAT6, power cable), whether in a cut length or an opened box or roll. Cable is sold by the metre or roll and cannot be resold once cut or opened. A sealed box or roll with a manufacturing fault is replaced.
- Consumables once opened or used: connectors, RJ45 plugs, clips, junction boxes and similar fittings.
- Hard disks that have been used for recording, except under the manufacturer warranty.
- Items ordered specially for you (not normally stocked) unless they are faulty.
How long you have
- Within 7 days of delivery or collection: report a fault, damage on arrival, a wrong item or a product not as described. We replace, repair or refund it after testing.
- After 7 days: the manufacturer warranty stated for the product applies. We handle the warranty claim with Hikvision for you, and repair or replace the product as the warranty allows. Keep your invoice or receipt: it is your proof of purchase.
How to return a product
- Tell us first. WhatsApp 0737 454 891 with your order, invoice or receipt number, what is wrong, and a photo or short video of the problem. Many issues are settings we can fix with you over the phone.
- Bring or send the product to our showroom: BBS Mall, Shop GFE 61, General Waruingi Street, Eastleigh, Nairobi. Include all its parts, accessories and the original box where possible. For customers outside Nairobi we will agree the best way to send it.
- We test it, usually within 1 to 3 working days, and tell you the result.
- We put it right. If the fault is covered we replace it, repair it, or refund you by the method you paid with (M-Pesa or bank). If the test finds no fault, or damage that is not covered, we return the product to you and can quote for a repair.
Installation work
When NE installs a system, we fix any problem caused by our workmanship at no charge if you tell us within 30 days of installation. Equipment faults are handled under this policy and the manufacturer warranty. Damage from building work, power problems or tampering after installation is not covered.
Delivery charges
If a return is accepted because of a fault, a wrong item or a product not as described, NE covers the cost of sending you the replacement. Delivery costs for returns that are not covered are paid by the customer.
Trade partners and installers
The same policy applies to trade partner orders. Report faults on behalf of your customer with the NE order or invoice number, and we will handle the test and the warranty claim with you.
Your rights
This policy is in addition to your rights under Kenyan law, including the Consumer Protection Act, 2012. Nothing in it takes those rights away.
Contact
NE Falcon Apex Commerce Limited, trading as Nashnaal Electronics, BBS Mall, Shop GFE 61, General Waruingi Street, Eastleigh, Nairobi, Kenya · ahmed@nashnaal.com · WhatsApp 0737 454 891. See also our privacy policy.