At Sparsec Systems Limited, we are committed to supplying quality security products and providing reliable customer service. If you receive a defective, damaged, incorrect, or materially misdescribed product, we will work with you to resolve the issue in accordance with this Refund and Returns Policy and applicable Kenyan law.

This policy applies to purchases made through our website, https://sparsecsystemsltd.co.ke, and any other sales channels where applicable.

1. Eligibility for Returns

You may contact us to request a return, exchange, repair, or refund if:

• You receive a defective or faulty product.
• The product is damaged during delivery.
• You receive a product different from the one ordered.
• The product materially differs from its advertised description.
• Another circumstance gives you a remedy under applicable law.

Please notify us as soon as reasonably possible after discovering the issue so that we can assess your request.

2. Conditions for Returns

To help us process your request efficiently, please:

• Provide your order number, receipt, or other proof of purchase.
• Describe the problem and, where possible, provide photographs or videos showing the issue.
• Return the product with its accessories, manuals, and original packaging where reasonably available.
• Avoid unauthorized repairs, modifications, or further use that could worsen the problem.

The absence of original packaging will not automatically remove any rights you may have under applicable law.

3. Items That May Not Qualify for a Voluntary Return

Subject to mandatory consumer rights, the following may be excluded from voluntary returns where the exclusion is lawful and was properly disclosed:

• Products damaged through misuse, negligence, or unauthorized modification.
• Products damaged through improper installation or use contrary to manufacturer instructions.
• Items returned incomplete or with missing accessories where the omission is attributable to the customer.
• Special-order or customized products that cannot reasonably be resold, where permitted by law.

These exclusions do not affect remedies available for defective, misdescribed, or incorrectly supplied products where such remedies are required by law.

4. How to Request a Return

To initiate a return, follow these steps:

1. Contact our customer service team using the contact details below.
2. Provide your order number, purchase date, product name, and reason for the return.
3. Submit supporting photographs or other information if requested.
4. Wait for our instructions on assessment, collection, or return delivery.
5. Once the product is received or inspected, we will communicate the available resolution.

Please do not send products to an address without first contacting us to confirm the appropriate return arrangements.

5. Refund Policy

Refunds may be considered or provided where appropriate under this policy and applicable law, including where an order is cancelled by us after payment, a qualifying return is accepted, or another legally recognized refund situation arises.

Depending on the circumstances, the available resolution may include:

• A refund of the eligible purchase price.
• A replacement product.
• Repair of a defective product.
• Another remedy agreed upon with the customer or required by law.

Approved refunds will generally be made through the original payment method where practicable. Where this is not possible, we will agree on an appropriate alternative with the customer.

We will communicate the expected processing timeframe once a refund has been approved and will comply with applicable legal requirements.

6. Exchanges and Replacements

Where a product is defective, damaged, incorrectly supplied, or otherwise eligible for a remedy, we may arrange a replacement or exchange, subject to availability and applicable law.

If the replacement product is unavailable, we will discuss the appropriate alternative remedy with you.

7. Delivery and Return Shipping Costs

Responsibility for return shipping costs will depend on the reason for the return and applicable law.

Where a return is necessary because we supplied an incorrect product or the product is confirmed to be defective or damaged on arrival, Sparsec Systems Limited will arrange or cover reasonable return costs as required by applicable law.

For other return requests, any applicable shipping charges will be communicated before the return is arranged.

Original delivery charges will be handled in accordance with the circumstances of the return and applicable law.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Cancellation may be possible before an order is dispatched or before processing has progressed beyond the point where cancellation is reasonably practicable. Once an order has been dispatched, the request may need to be handled under our returns procedure.

Nothing in this section limits any cancellation or refund rights provided by applicable law.

9. Warranty Claims

Some products supplied by Sparsec Systems Limited are covered by manufacturer warranties or separately stated warranty terms.

Warranty claims are subject to the applicable warranty conditions, including any coverage period and exclusions. Customers should retain proof of purchase and warranty documentation.

A warranty repair or replacement may be appropriate depending on the product, the fault, and the applicable warranty and consumer protection requirements.

10. Damaged or Missing Deliveries

Please inspect your order upon delivery where reasonably possible.

If your order arrives damaged, incomplete, or with the wrong product, contact us promptly and provide your order details and supporting evidence where available.

We will investigate the matter and work with you and, where necessary, the delivery provider to determine an appropriate resolution.

11. Contact Us

For return requests, refunds, exchanges, or warranty inquiries, please contact:

Company: Sparsec Systems Limited
Email: info@sparsecsystemsltd.co.ke
Phone: +254 705 000 034
Address: Ribeiro Building, Ground Floor. Shop2. Along Gaberone Road
Website: https://sparsecsystemsltd.co.ke

Please include your order number in all return or refund inquiries to help us assist you efficiently.

12. Policy Updates

Sparsec Systems Limited may update this policy to reflect changes in business operations or applicable laws. Any changes will be published on this page with an updated effective date.

This policy is intended to operate alongside our Terms & Conditions and Privacy Policy. Where a provision conflicts with mandatory consumer rights under Kenyan law, the applicable legal requirements will prevail.