Refund & Returns Policy

Effective Date: April 1, 2026

At DWB Entertainment, we are committed to providing quality musical instruments, professional audio equipment, DJ equipment, cameras, and related products. We understand that issues may sometimes occur with a purchase, and we have established the following policy to explain how returns, replacements, and refunds are handled.

1. Return Period

Customers may request a return within 48 hours (2 days) of receiving the product, subject to the eligibility requirements below.

Customers are encouraged to inspect their products immediately upon delivery and contact DWB Entertainment as soon as possible if there is a problem.

2. Eligibility for Returns

A product may be eligible for return if:

  • The product is defective, damaged, or incorrect upon delivery.
  • The return request is made within 48 hours of receiving the product.
  • The product is unused and in its original condition.
  • The product is returned with its original packaging, accessories, manuals, and other items supplied with the purchase, where applicable.

For products reported as damaged or defective, customers may be asked to provide clear photographs or videos showing the issue.

3. Non-Returnable Items

The following products are generally not eligible for return unless they are defective, damaged during delivery, or incorrectly supplied by DWB Entertainment:

  • Products that have been used, installed, modified, or physically damaged by the customer.
  • Electronic equipment that has been opened, installed, or used where the issue is not attributable to DWB Entertainment or the manufacturer.
  • Special-order or customized products.
  • Clearance or discounted products, unless the product is defective, damaged during delivery, or incorrectly supplied.

Return eligibility may vary depending on the type, condition, and manufacturer requirements of the product.

4. How to Request a Return

To request a return, contact DWB Entertainment within 48 hours of receiving your order:

Please provide:

  • Your order number or invoice number.
  • The name of the product.
  • A description of the problem.
  • Clear photographs or videos where applicable.

Our team will review the request and, where applicable, provide instructions on how and where to return the product. We aim to respond to return requests within 24–48 hours.

5. Return Shipping Costs

Where the problem is caused by DWB Entertainment, including a product being incorrectly supplied, defective upon delivery, or damaged during delivery, DWB Entertainment will cover the reasonable return shipping costs.

Where the return is due to customer preference or a change of mind, the customer is responsible for the applicable return shipping costs.

Return shipping arrangements and costs will be communicated to the customer before the return is made.

6. Inspection of Returned Products

Returned products may be inspected by DWB Entertainment to confirm the reported issue and whether the product meets the return requirements.

A refund, replacement, or exchange will only be approved after the returned product has been received and assessed under this policy.

7. Refunds

Where a refund is approved, it will generally be processed within 3–7 business days after the returned product has been received and inspected.

Refunds may be made through:

  • M-Pesa
  • Bank transfer
  • The original payment method, where applicable

The time required for the funds to appear in the customer’s account may depend on the payment provider or financial institution.

8. Exchanges and Replacements

DWB Entertainment may provide an exchange or replacement where a product is confirmed to be:

  • Defective upon delivery.
  • Damaged during delivery.
  • Incorrectly supplied by DWB Entertainment.

Exchanges and replacements are subject to product availability. Where the same product is unavailable, DWB Entertainment may discuss an alternative solution with the customer.

9. Warranty

Some products may be covered by a manufacturer’s warranty. Warranty coverage varies depending on the brand, product, and manufacturer.

  • Customers should retain their receipt or invoice as proof of purchase.
  • Manufacturer warranty terms and conditions apply where applicable.
  • Damage caused by misuse, unauthorized modification, improper installation, or normal wear and tear may not be covered by the manufacturer’s warranty.

Customers should contact DWB Entertainment for assistance with warranty-related claims.

10. Delivery Issues

Customers should inspect their order when it is delivered.

If a product arrives damaged, defective, or different from the product ordered, please contact DWB Entertainment within 48 hours of delivery.

DWB Entertainment provides delivery services across Kenya. Delivery charges and delivery times may vary depending on the customer’s location, product, and delivery method.

11. Late or Missing Refunds

If an approved refund has not been received within the expected timeframe:

  1. Check your M-Pesa, bank, or original payment account.
  2. Contact your payment provider or financial institution where applicable.
  3. Contact DWB Entertainment using the details below so that we can assist with checking the status of the refund.

12. Contact Information

DWB Entertainment
Luthuli Avenue
Nairobi, Kenya

Phone / WhatsApp:
+254 704 190489

Email:
[email protected]

13. Policy Updates

DWB Entertainment may update this Refund & Returns Policy from time to time. Any changes will be published on this page with an updated effective date.