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Here are our frequently asked questions for Kenya. If you can't find yours, write us. We want your gadgetsguru experience to be great, and that means making sure that you get the help you need, when you need it. Here are our frequently asked questions for Kenya. If you can't find yours, If you still need help, click on the Contact Us link on the top of the page. This will take you to a special form where you can send us an email. It's important to include as much information as possible in your email when contacting us. Be sure to include your User ID and if you are referring to a particular item please include the Product Model/Id of the item. Please note that, depending on the nature of your question, it can take anywhere from 24 to 72 hours to receive a response from Customer Support through email.
I) PRODUCTS AND STOCK
1. How do I find the product I am looking for?
This is a dynamic search engine. There are several ways to look for products on our site. You can search by brand under the dropdown menu under manufacturer or by keyword or from the main Search headings at the top of the website. You can also search entering the product name in the second box eg. You can put in ‘laptop’ and all laptop under all manufacturers will be displayed. Also if you are entering search through value just enter the amount under type rate wise and all products under the value enter will be displayed.

2. How reliable is product "availability"?
Product availability is updated daily. In case of an availability problem, where the number of orders exceeds the current stock level, you will be informed by email or call with an expected availability and delivery time for your order.

3. Do you stock any other products?
All the products available are shown on the website.

4. Where can I find the technical information related to the product?
Every single product has a technical information sheet attached to the product information. It gives the main technical details of the product.

5. What are the promotional packs?
A Promotional Pack package with a main item and one or more accessories offered at lower and more competitive prices than if they were purchased separately.

6. How do I find accessories for the product?
There is list of all the accessories available for the selected item attached to the product information. With this list you can easily find the accessories we stock for your product. How ever if you are looking something specific you can always mail us and we will get the best prices for you.

7. How can I compare different products on your site?
By using the Gadgets guru Compare Price tool, you can compare two or more products. Select a product and click on the “Compare Price” button, by doing this, all the products in this category will be listed, you can compare the prices in this list manner.

8. What is your pricing policy?
We attempt to offer the most attractive prices online. If you find a product cheaper elsewhere.

9. What happens if the price of the product changes between my placing an order and receiving the goods?
Once your order is placed and the payment is accepted and validated, we cannot change the price. Equally in the case of a price increase, after the order has been processed, we will not charge you the higher price.

10. What if I find a cheaper product elsewhere, do you price match?
We do not price match, we try to offer the most attracting prices online. If you happen to find a cheaper product elsewhere please inform us by sending mail.

11. Are the products you offer Asian specification?
All the products we sell are ASIAN SPECIFICATION; they are models that the manufacturers sell in Asia. Some products may come with 2 pin plugs; however please note that we provide, free of charge, an adapter for the kenyan 3-pin plug. Also some products and a few other models occasionally do not come with English instructions. This is always indicated in the technical information of the product and links to the English downloads are provided. In this regards us along with the original manual send you a photocopy of an English manual or it can also be download on couple of manufacturers’ site.
II) ORDERS
1. How do I place an order?
You can place your order online or by sending us an email to sales@gadgetsguru.com

2. What payment methods are available?
We offer 4 payment options for your convenience: Credit card, Pay order, Bank Transfer and Cheques. Please note that goods will only be dispatched after clearing of the cheques.

3. Can I place my order by Email / Fax?
Yes we do take orders by email, but for security reasons a couple of checks will be made on the identity of the persons. And credit card payments cant be accepted for email orders.

4. How do you secure credit card payments?
We use one of the most reliable secure payment systems available on the Internet: ICICI back Secure Seal 128bit encrypted payment gateway. (For more information, visit www.ssl.com). All of your personal details are protected and encrypted before they are sent for processing.

5. Is my money withdrawn directly after I have placed an order?
For security reasons, your card is charged on the day of your order.

6. How does the bank transfer work?
At the end of the order process, select the bank transfer option and you will be guided through the transfer process. You will be given the relevant our bank account numbers that you need to use when processing the transfer through your bank. You can also deposit cash in our account and email us the details of the same. We only dispatch your product once the payment is received. Please bear in mind that bank transfers can take a few days to be processed.

7. Can I add items to my order?
Due to credit card security policies, once you have placed an order we cannot add items to it. You would need to order separately or to cancel the current order and place a new one.

8. How can I follow up the order?
After the order is placed, we confirm it by email. You can log in to this tool by using your email and the password you used when you placed the order. After the order is dispatched, you can follow the delivery with the tracking number that the courier provides. The tracking number will also be emailed to you.

9. What is the security check?
For your security, every single order goes through a security check. Complementary information will be required by e-mail or fax in order to validate your order. Consequently, in order to proceed with your order, we would need one of the following from you: An alternative e-mail address (for security reasons, we cannot validate orders with anonymous email addresses attached, eg: Yahoo, Hotmail, etc...) A landline telephone number (company or home line) that can be checked on the directory (Electoral roll , BT White pages, Yellow pages, etc.) Please note that mobile phone numbers are not acceptable. For all orders, we ask you to send us a fax of a piece of ID (driving licence, utility bill, or equivalent) to the fax numbers specified.

10. How to consult, download and archive a bill?
Your bill will be send to you with your order, If however you loose your bill you can always request for a duplicate bill by sending us an email to accounts@gadgetsguru.com

11. What happens if the product I ordered is not in stock?
We will inform you by email with an indication of the availability date. If this situation occurs, we will dispatch your order as soon as we receive the product.

12. What delivery options do you offer?
1) Express delivery via Blue dart, Gati, DTDC or any other courier service accessing your area.
2) All items delivered are insured and 100% safe till your door step. It’s your responsibility to check the order correctly and the content of the package before signing the accepting the goods.
3) Delivery to the PICK-UP store in Mumbai and other locations in country will be coming in soon.

13. What is the delivery time?
Depending on the location and the delivery mode it takes between 2-14working days. Each shipment is taken a separate case an the client is informed about the same. Special import orders might even take longer.

14. Can I place an order to be delivered to someone else / to another country?
Yes, but the order has to be placed on the website of the country where you want it to be delivered, and bear in mind that for the security check you will be ask for some documentation that links you to the delivery address. For all other countries where our presence is not there, its costomers responsibility to pay for the customs of any other charges occurred for the same.

15. Can I change the delivery address?
Yes, if the order has not been validated you can change the delivery address with us. If the order has already been dispatched, you will need to change the address yourself with the courier. Please note that this is at your own risk, and may delay delivery. Furthermore, the courier may require proof of identity.

16. How can I track my delivery?
When your order is dispatched, you will receive a tracking number for your parcel by email. With the tracking number you can track the delivery of your parcel online.

17. How do I obtain a copy of my invoice?
The invoice is now found along with your order.

18. How do I change my password?
You can go to “MY ACCOUNT” top of the page and edit your profile, however your email once registered cant be changed. For a new email a new ID has to be created.

19. If I order from you again, do you keep my personal details or do I have to go through the order process from the beginning?
Your personal details will be saved and if you place a new order, your personal details will appear when you enter your email and password. For security reasons, we do not stock your card details, so these will need to be re-entered with each new order.

20. Why is my order pending, when I track it on your website?
If your order status is saying “pending”, please check your email - the problem might be with the security check that has not been carried out. Or, it might be that the product you have ordered is temporarily out of stock.

21. What happens if the courier misplaces my parcel?
If the courier misplaces a parcel during the delivery, we will follow a standard process of opening a search file with the courier. This investigation normally takes 3-5 working days, and if the parcel cannot be found, your order will be re-shipped.

22. Do you deliver to the foreign countries?
Yes we do deliver Internationally.
III) OFFERS AND SERVICES
1. Do you offer any special deals or discounts such as gift vouchers?
You can regularly find special offers and promotions on our site, for special events and holidays such as Christmas/Easter/Mothers day. We also offer special discounts in the form of Gift voucher which will be launching soon.

2. How do I obtain the Gift Vouchers?
The Gift Vouchers can be bought online.

3. Do you offer extended guarantees? How can I get them?
Yes, we offer extended guarantees for most products; when placing an order you will be offered these options, in the form of either a 3 or 5-year extended warranty. The price depends on the price of the product.

4. Do you refund VAT?
We do not refund VAT for exports. However we don’t charge VAT on export orders.

5. How to benefit from getting the difference reimbursed?
Conditions for the lowest price guarantee.

If you find the same product (same brand, same model, same version or edition immediately available) brand new and cheaper (with the same included accessories and equivalent warranty), Gadgets Guru will try and get you the similar or lower prices. This lowest price guarantee only applies to products in the ranges CAMERA, CAMCORDER, TV VIDEO, I.T. PRODUCTS, SOUND and TELEPHONY (accessories and consumables not included). The price must be the price displayed excluding the use of gift vouchers, promotional offers or temporary reductions for product clearance or sales in particular. This offer is restricted to products bought on www.gadgetsguru.com and for one use per household. The offer is not applicable for products sold on web sites using a system based on bidding or for sales between private individuals.
IV) CANCELLATION AND REMBURSEMENT
1. How can I cancel my order?
Orders are dispatched very rapidly after being placed. As a result, please wait for confirmation by e-mail that your request for cancellation has been met in time and has been successful. In the meantime, please wait for our email more information.

2. How can I be sure the order was cancelled and refunded?
Once your order is cancelled / refunded we will email you with proof of the cancellation / refund.

3. Can I cancel parts of my order?
Yes, you can ask for a cancellation of parts of your order through emailing us at customercare@gadgetsguru.com
V) DELIVERY
1. What time should I expect my parcel to be delivered?
Deliveries are made during office hours 9am – 6pm.

2. Will I be informed of the exact time of delivery?
The couriers deliver during office hours and for more specific details you can contact the courier directly.

3. What happens if I am not at my delivery address at the time of delivery?
The courier will leave you a delivery card for you to contact them in order to re-arrange delivery.

4. Do I have to sign for the parcel personally, or can someone else sign for it?
People in your household can sign for the parcel but they will be asked for some proof of identification.

5. Can I refuse the delivery?
Yes. If you do not sign for the parcel, the courier will return it to us. Please note that you have paid us and there has to be genuine reason for refusing the parcel. No refunds can be claimed. However if the parcel is tampered or not the product you wanted we will send you a new product.

6. What should I do when I receive the parcel?
You should open the parcel in front of the driver to check that the parcel is in good condition and that all the items in the box correspond to your invoice.

7. What happens if the parcel is damaged or has been opened / mistreated?
Contact the courier his details are there on the delivery slip, you will have to contact the courier not later than 1 day after the delivery and open an investigation file. The courier will conduct the necessary investigations concerning the damaged parcel. They will then provide you with a report that you can send back to us with the product. Upon the receipt of the product we will either reship your order or offer you a full refund. For opened or damaged DPD deliveries, DO NOT sign for or accept the parcel and instruct the driver to return the parcel to us. In both cases, please contact us immediately.

8. What if I receive someone else's order?
If you find someone else's order in the box that was delivered to you, please inform us by email on customercare@gadgetsguru.com. We will investigate further and advise on the appropriate course of action.

9. Why has my order not been dispatched?
Orders are dispatched in multiple packages so as to speed up the shipping process. There can be no. of causes for the delay we will be in regular touch with you and update you about your despatches.

10. How do I place my order?
The order is placed in the same way on our website www.gadgetsguru.com simply choose your product add to cart, check out pick your delivery option and payment mode and exit.

11. What is Octroi and who pays for it?
Octroi is a tax collected by the Government for goods entering in the metros city limits. An Octroi charge has to be borne by the buyer. Such a charge will be collected on delivery by the courier person. Please note not all cities have such a charge. Octroi will not be charged for customers of Mumbai and Chennai.
VI) WARRANTY AND AFTER-SALES SERVICE
1. Can I return the product if I am not happy with it?
No goods once sold cannot be returned or exchanged.

2. What kind of warranty do you offer?
All products are covered by the manufacturer's 12-month warranty unless otherwise stated. For your additional peace of mind we offer an extended warranty of one (1) year on most products at no extra cost.

3. How does the warranty work?
During the first year of warranty, if you experience any problems with the product you contact the manufacturer's after-sales service. The contact details for most of the manufacturers can be found on our site in the section “after-sales service”. During the second year you send the product back to us and we will have it repaired.

4. Where do I send my faulty product?
During the first year you contact the manufacturer to find out the exact return procedures and details. During the second year you mail us and depending on your location we will tell you where to send the products.

5. How do I follow the progress of the repairs?
We keep you informed by email, and if necessary, you can of course contact us for further details.

6. Who pays for return shipping fees?
When your product malfunctions and our technical analysis reveals that the malfunctioning is covered under warranty, we will reimburse you for shipping fees as gift vouchers. Please keep a record of your shipping fees and send us a copy, indicating your order number, via postal courier at the following address:
GadgetsGuru.com
B24, gurudev apartments, RC marg, Chembur Naka Mumbai 400071.

NB: In the event that the malfunctioning is not covered by the warranty (for accidents, shocks...), shipping fees will not be reimbursed.

7. How do I send the product back to you?
Please use any reliable courier service. I have a question about a product that I have returned to you. Products that have been returned to gadgetsguru.com, take approximately 2 weeks to reach us. They then undergo a preliminary technical inspection which can sometimes take a few days. Only at this stage is it registered on the system. You will then receive notification by e-mail that the product has been entered on the system for the next step.


Regards,
GadgetsGuru.com