You are not satisfied with your purchase? Here you can read what your rights are.
Consumers have the right to refuse in service delivery for distance selling. Yet we noticed at Energy Line Kenya that there is some confusion about the rights that you have as a consumer. Some consumers insist that, after use of the ordered items they are still entitled to their right of returning the goods. Unfortunately (for you) it does not work that way. Here is the explanation.
Article 6 – Right of withdrawal
When delivering products:
1. When purchasing products, the consumer can terminate the contract without giving any reason within 14 days. This period commences on the day following receipt of the product by the consumer or a pre-designated by the consumer and the entrepreneur announced representative.
2. During this period the consumer will treat the product and packaging with care. He will only unpack it or use as necessary to assess whether he wishes to keep the product. If he wants his right of return, he will pack the product with all accessories and – if reasonably possible – in its original condition and packaging to the entrepreneur, according to the trader provided reasonable and clear instructions. Returns must be announced 24 hours in advance by email to Energyline Kenya and are only accepted if the return instructions of Energy Line Kenya are closely followed. The warranty is void if items are worn and / or washed or tried to repair a defect itself. Returns are only accepted if is returned in the original packaging and the product including labels is not damaged. The costs of return shipments will be for the consumer. With a return according to the return instructions Energy Line Kenya pays the amount within 30 days back. (Possibly reduced by the cost of return if no shipping costs where paid during the return)
When providing services:
3. When providing services, the Consumer has the option to terminate the agreement without giving reasons, during at least fourteen days, starting on the day of entering the agreement.
4. To exercise his right of return, the consumer focus to the trader to supply and / or appearance on delivery to area provided reasonable and clear instructions.
Explanation return privilege and right of withdrawal
During this period, you as a consumer are entitled to assess the matter and try as you would normally do in the store. That generally means that he will be allowed to unpack the product delivered and, if necessary, may look like you are in a normal store. As long as you, the customer, however, has not yet decided to keep the product, you may view the product alone, but NOT use.
Examples:
A garment may be fit but not to wear. A washing machine can be view, etc but there should be not making use of it to wash. A pair of shoes can be fit, but one can not keep walking with it.
We hope we can give you clarity regarding the right of return.