Return Policy

At MikroTik Kenya, we are committed to supplying genuine MikroTik networking equipment and providing our customers with a reliable shopping experience. Our products include MikroTik routers, switches, wireless access points, PoE equipment, fiber networking accessories, and other networking solutions.

This Return Policy explains the conditions under which products purchased from mikrotikkenya.co.ke may be returned, exchanged, or considered for warranty support.

1. Eligibility for Returns

A product may be eligible for return where:

• The product delivered is different from the product ordered.

• The product arrives damaged or defective.

• An incorrect model or quantity has been supplied.

• The product has a manufacturing fault confirmed after inspection.

• The return has been requested within the applicable return period.

Customers should inspect their order as soon as possible after receiving it and contact us promptly if there is any issue.

2. Return Period

Customers should request a return within 7 days of receiving the product.

To qualify for a return, the item should generally be:

• In its original condition.

• In the original manufacturer's packaging.

• Complete with all accessories, adapters, manuals, cables, mounting accessories, and other items originally supplied.

• Accompanied by the original receipt, invoice, or other acceptable proof of purchase.

Products returned incomplete, physically damaged, modified, or without their original packaging may not qualify for a return or exchange.

3. Defective or Faulty Products

If you receive a MikroTik product that appears to be defective, please contact us as soon as possible.

Depending on the nature of the problem, our technical team may first assist you with troubleshooting or configuration. This is particularly important for MikroTik products because RouterOS configuration, network settings, power requirements, cabling, firmware, and installation conditions can sometimes cause problems that may appear to be hardware faults.

If the product is confirmed to have a qualifying hardware defect, it may be repaired, replaced, or handled under the applicable warranty terms.

MikroTik Kenya currently advertises warranty support and technical assistance alongside its products.

4. Incorrect Products Delivered

If we accidentally deliver the wrong product, model, quantity, or specification, contact us immediately.

Please do not install, configure, modify, or extensively use the incorrect product.

Once the error has been verified, we will arrange an appropriate replacement or other suitable resolution.

5. Change-of-Mind Returns

Before purchasing networking equipment, customers are encouraged to confirm that the selected product meets their technical requirements.

This includes checking:

• Ethernet port requirements.

• SFP or SFP+ compatibility.

• PoE input and output requirements.

• Wireless frequencies and standards.

• RouterOS capabilities.

• Network capacity.

• Power requirements.

• Intended installation environment.

For example, MikroTik equipment varies considerably in functionality: some models are wired-only, while others support Wi-Fi, fiber interfaces, PoE, or higher-speed SFP+ connectivity.

Products purchased incorrectly because of customer specification errors may only be accepted for return at our discretion, provided they remain unused, unopened, and in resalable condition.

We recommend contacting our team for product-selection assistance before ordering if you are unsure about compatibility.

6. Products That May Not Be Eligible for Return

Unless the product is confirmed to be defective or was incorrectly supplied by us, returns may not be accepted for:

• Products that have been physically damaged after delivery.

• Products damaged through incorrect installation.

• Products damaged by electrical surges, lightning, water, excessive heat, or improper power supplies.

• Products that have been modified or tampered with.

• Products with missing serial numbers or identification labels.

• Items returned without essential accessories or packaging.

• Products damaged through incorrect PoE voltage or power configuration.

• Products configured or modified in a manner that causes hardware damage.

• Clearance, special-order, or custom-ordered products where this was communicated before purchase.

• Products showing excessive use or damage unrelated to a manufacturing defect.

7. MikroTik Configuration and Software Issues

MikroTik devices run RouterOS, which provides advanced networking functionality including routing, firewall management, VLANs, VPNs, bandwidth control, hotspot management, and other features.

A configuration problem does not necessarily mean that the equipment is defective.

Where an issue is caused by settings such as:

• IP addressing.

• DHCP configuration.

• VLAN configuration.

• Firewall rules.

• NAT.

• Routing.

• VPN configuration.

• Wireless settings.

• RouterOS configuration.

our technical team may recommend troubleshooting before authorizing a hardware return.

Resetting or reconfiguring a device does not automatically qualify it as defective.

8. Warranty Claims

Some products sold through MikroTik Kenya may be covered by a manufacturer's, supplier's, or store warranty.

Warranty coverage may depend on:

• The specific product.

• The type of defect.

• The warranty period applicable to the product.

• Inspection and verification of the fault.

Where applicable, customers should provide proof of purchase and the product serial number when making a warranty claim.

Warranty does not normally cover damage caused by misuse, accidents, unauthorized repairs, electrical faults, incorrect power supplies, lightning, liquid damage, improper installation, or other external causes.

9. Return Inspection

All returned products may be inspected before a refund, replacement, exchange, or warranty decision is made.

The inspection may verify:

• Product condition.

• Serial number.

• Packaging.

• Accessories supplied.

• Physical damage.

• Signs of tampering.

• Power-related damage.

• Configuration or installation issues.

• The reported fault.

Approval of a return request does not automatically mean that a refund has been approved. The final decision may depend on the results of the inspection.

10. Exchanges

Where a return qualifies, we may offer an exchange for the same product or another suitable product.

If the replacement product costs more than the original item, the customer may be required to pay the difference.

Where the replacement costs less, any applicable balance will be handled according to the agreed resolution.

Product availability may affect the time required to complete an exchange.

11. Refunds

Where a refund is approved, it will normally be processed using an appropriate payment method after the returned product has been received and inspected.

Processing times may vary depending on the payment provider, bank, or payment method used.

Delivery, installation, configuration, or other service charges may not be refundable where those services have already been completed, unless the refund results directly from an error on our part or another circumstance requiring reimbursement.

12. Delivery and Return Shipping Costs

Where a product is returned because:

• We supplied the wrong item,

• The product arrived damaged, or

• A qualifying defect is confirmed,

MikroTik Kenya will advise the customer regarding the appropriate return arrangements.

Where a customer returns a correctly supplied, non-defective product because of a change of mind or incorrect selection, applicable transportation or delivery costs may be the customer's responsibility.

Do not send a product back without first contacting us and receiving return instructions.

13. Products Damaged During Installation

Networking equipment should be installed using the correct power supply, PoE standard, cabling, grounding, and environmental conditions.

Damage caused by improper installation may not qualify as a manufacturing defect.

Customers who are unsure about installing or configuring their equipment are encouraged to request professional assistance. MikroTik Kenya provides products aimed at home, business, ISP, CCTV, wireless, and enterprise networking deployments and advertises professional technical support for these solutions.

14. How to Request a Return

To request a return, please contact MikroTik Kenya and provide:

1. Your name.

2. Order number or invoice number.

3. Product name and model.

4. Product serial number, where applicable.

5. Date of purchase.

6. A clear description of the problem.

7. Photos or videos showing the issue where relevant.

8. Your preferred resolution.

Our team may provide troubleshooting instructions or advise you on the next steps for inspection, replacement, exchange, or refund.

15. Important Notice

Customers are encouraged to verify product specifications and compatibility before completing an order.

If you are unsure whether a MikroTik router, switch, wireless device, interface card, PoE accessory, or other networking product is suitable for your installation, contact our team before purchasing.

Our objective is to help customers select the correct MikroTik equipment for their network and reduce unnecessary returns caused by compatibility or configuration issues.

16. Contact MikroTik Kenya

For return requests, warranty assistance, product compatibility questions, or technical support, please contact us through the official contact details provided on:

mikrotikkenya.co.ke

When contacting us about a return, please have your invoice or order details available so that we can assist you quickly.