Frequently Asked Questions

Limited Warranty

Allectrify Solutions warrants to the original consumer purchaser that the Allectrify products will be free from defects in workmanship and material under normal consumer use during the applicable warranty period identified in the ‘Warranty Period’ section below, subject to the exclusions set forth below.

This warranty statement sets forth Allectrify’s total and exclusive warranty obligation. We will not assume, nor authorize any person to assume for us, any other liability in connection with the sale of our products.

Warranty Period

The warranty period for Allectrify Power products is stated under the product description and tech specs tabs. In each case, the warranty period is measured starting on the date of purchase by the original consumer purchaser. The sales receipt from the first consumer purchase, or other reasonable documentary proof, is required in order to establish the start date of the warranty period.

Exchange

Allectrify will replace (at Allectrify’s expense) any product sold by Allectrify that fails to operate during the applicable warranty period due to defect in workmanship or material. A replacement product assumes the remaining warranty of the original product.

Limited to Original Consumer Buyer
The warranty on Allectrify’s product is limited to the original consumer purchaser and is not transferable to any subsequent owner.

Exclusions

Allectrify’s warranty does not apply to:

·Misused, abused, modified, damaged by accident, or used for anything other than normal consumer use as authorized in Allectrify’s current product literature.
·Attempted repair by anyone other than an authorized facility
·Any product purchased through an online auction house.
·Allectrify’s warranty does not apply to the battery cell unless the battery cell is fully charged by you within seven days after you purchase the product and at least once every 6 months thereafter.

Customer Support : [email protected]

To obtain warranty service, contact our customer service team at [email protected]

Refund

Allectrify offers a 14-day money back guarantee for goods purchased directly from Allectrify Solutions. We are confident that you will love your new Allectrify product. However, if you are unsatisfied for any reason, simply let us know within 14 days. Once we receive the product and confirm the validity, we will refund the full purchase price.

To return an item, please contact us via phone number +254-114226638 or email [email protected] during our normal business hours. In order to return your product under the 14-day return policy, please check that:

You have purchased the product directly from Allectrify.co.ke. You contact Allectrify and begin the return process within 14 days from the original shipment date. The product is returned in the original packaging, with all materials included, in new or as-new condition, and be accompanied with a return authorization number.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. If payment was made by bank transfer or debit card, once we receive the product we will credit your account. Please allow 7-10 business days for a credit to appear on your bank account / debit card statement.
Then contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at [email protected]

Return & Refund Conditions

Please carefully read conditions below. If conditions are not met, Allectrify reserves the right to refuse the exchange or refund. Please note that Allectrify does not permit the return of or offer refunds for the following products:

Product that is custom configured or branded to your specifications.
Product purchased from a 3rd party retail partner.

How to Return An Item

To return an item you’ll need to obtain a Return Material Authorization (RMA) number. Allectrify will not accept returns without prior authorization and an RMA number. You can get an RMA form by contacting us via telephone or email for assistance.

Process For Returning Product

1. Obtain a Return Merchandise Authorization (RMA) Number:
All returns must have an RMA number for processing. Contact Allectrify at [email protected] for assistance.

2. Write the RMA number on the shipping label on the outside of the package.
RMA numbers should be clearly displayed on the outside of the package being returned to Allectrify. Do not write the RMA number on the actual box. Packages without an RMA number on the return shipping label may not be accepted by our warehouse.

Yes we do. We currently ship to East Africa countries ( Uganda, Tanzania, S.Sudan, Rwanda, Burundi) via Posta Kenya. Please email us on [email protected] to get a shipping quote.

To return an item you’ll need to obtain a Return Material Authorization (RMA) number. Allectrify will not accept returns without prior authorization and an RMA number. You can get an RMA form by contacting us via telephone or email for assistance.

Process For Returning Product

1. Obtain a Return Merchandise Authorization (RMA) Number:
All returns must have an RMA number for processing. Contact Allectrify at [email protected] for assistance.

2. Write the RMA number on the shipping label on the outside of the package.
RMA numbers should be clearly displayed on the return shipping label of any package being returned to Allectrify. Do not write the RMA number on the actual box. Packages without an RMA number on the return shipping label may not be accepted by our warehouse.

3. As part of our merchandise return process, we will need some info to process your return and replacement:
   Order number:
   Shipping address:
   S/N code (on the bottom of the portable power station):
   Picture or Video of the exact issue:

Thank you in advance

You can cancel your order while it’s still in the “On hold” status. However, once the status changes to “Completed” the order cannot be canceled or edited.
Please contact us through [email protected] within one day after placing an order.
Use these steps to see if the item or order is still in a “Processing” status and request a cancellation.

1. Log in to your account on allectrify.co.ke/my-account/
2. Click the Orders tab. Confirm the Status of the order you wish to cancel or edit.
3. If your order is in the ‘On hold’ status, email us on [email protected] or call us on 0114 226638 with the order number.
4. If you wish to edit an order you have to cancel the existing order and place a new one.
5. The order will be cancelled and funds reimbursed. An email confirming order cancellation will be sent.

You will receive an order confirmation with the order details.

For orders placed before 3pm, we do same day (within Nairobi) or next day (countrywide) delivery.

Orders placed beyond 3pm are shipped out the following day