Return Policy

Starlink Kenya Return Policy

At Starlink Kenya, we are committed to ensuring customer satisfaction with our high-speed satellite internet kits and services. This Return Policy outlines the terms under which you may return your Starlink kit or accessories purchased through authorized resellers or installers in Kenya, such as Starlink Kenya Resellers or Starlink Kenya Installers. Please read these terms carefully before making a purchase.

Return Eligibility

Timeframe: You may return your Starlink kit or accessories within 30 days from the date of delivery or purchase, provided the return is initiated within this period.
Condition: Items must be returned undamaged, untampered, and unmodified (except for normal wear and tear as determined by Starlink Kenya). All original packaging, manuals, cables, and accessories must be included.
Reason: Returns are accepted for any reason, including inability to receive service due to obstructed sky views, dissatisfaction with performance, or other personal preferences.

Refund Process

Purchased Kits: If you purchased a Starlink kit (e.g., Standard Kit at KES 39,500–85,000 or Mini Kit at KES 27,000), you will receive a full refund of the purchase price upon successful return.
Rented Kits: If you opted for the rental plan (KES 1,950/month with a KES 2,700 activation fee), you will be refunded the activation fee only, provided the kit is returned within 30 days of cancellation.
First Month’s Fee: For both purchased and rented kits, the first month’s service fee or rental fee will be refunded if the return is processed within the 30-day window.
Refund Method: Refunds will be issued through the original payment method (e.g., M-Pesa, Airtel Money) within 10–15 business days after receipt and inspection of the returned items.

Return Procedure

Initiate the Return: Contact our Customer Care Center at +254 729 299 439 or email info@starlinkkenyaresellers.co.ke to request a return. Provide your order number and reason for return.
Packaging: Repackage the Starlink kit and all accessories in their original box or a secure alternative, ensuring no damage occurs during shipping.
Shipping Label: We will provide a prepaid return shipping label via email. Use this label to return the items to our designated return address in Nairobi.
Drop-Off: Deliver the package to the specified courier (e.g., FedEx or local partner) within 48 hours of receiving the label.
Inspection: Upon receipt, Starlink Kenya will inspect the returned items. Refunds will be processed only if the items meet the condition requirements.

Non-Returnable Items

Kits returned after the 30-day period.
Items with visible damage, tampering, or missing components.
Kits not returned with original packaging or accessories, unless prior approval is granted.
Rentals not returned within 30 days of service cancellation, which may incur a full retail price charge (e.g., KES 39,500 for Standard Kit).

Additional Terms

Customer Responsibility: You are responsible for return shipping costs and any loss or damage during transit unless the return is due to a defective item delivered by us.
Defective Items: If the kit is damaged upon delivery, notify the delivery driver immediately and contact us within 48 hours with photographic evidence. We will replace the item at no additional cost.
Cancellation: You may cancel your order within 48 hours of receipt by calling +254 729 299 439, and a full refund will be issued if the kit remains unopened.
Service Termination: If returning a rented kit after service cancellation, ensure it is returned within 30 days to avoid charges for the full retail price.

Contact Us

For questions or assistance with returns, reach out to:

Phone: +254 729 299 439
Email: info@starlinkkenyaresellers.co.ke
Address: P.O. Box 61600 - 00200, Nairobi, Kenya

Starlink Kenya reserves the right to refuse a return or refund if the above conditions are not met. This policy is designed to ensure a fair and transparent process for all customers, reflecting our commitment to quality service as of August 05, 2025.