Warranty Policy
Bwonjo sells genuine technology products sourced through official regional distribution channels and international supply channels.
The warranty applicable to a product depends on the brand, product type, stock region and warranty option stated for that specific product at the time of purchase.
This Warranty Policy explains how warranty coverage works, how to make a claim and what is normally covered or excluded.
Nothing in this policy limits any rights or remedies available to a customer under applicable Kenyan consumer law.
Warranty Period
The warranty period applicable to your product will be shown on the product page, order information, invoice or otherwise communicated to you when purchasing.
Where different stock options carry different warranties, the warranty attached to the specific unit or stock option purchased will apply.
Warranty coverage normally begins from the original date of purchase unless the applicable manufacturer or distributor warranty specifies otherwise.
Bwonjo Warranty Types
Depending on the product, Bwonjo may sell products with one of the following warranty arrangements.
Official Regional Warranty
Some products are supplied through official or authorized regional distribution channels and may qualify for service through the manufacturer’s authorized service network in Kenya or the applicable East African region.
The duration and terms depend on the manufacturer and product.
Where a product is advertised as carrying an official regional warranty, Bwonjo will identify the applicable warranty period on the product page or at the point of sale.
International Warranty
Some products are sourced from international markets.
These products may carry an international manufacturer warranty where the manufacturer permits warranty service outside the original country or region of purchase.
International warranty coverage and service availability may vary by manufacturer, model and country.
Where local manufacturer service is unavailable for an internationally sourced product, Bwonjo will advise the customer on the applicable warranty process.
Bwonjo or Supplier-Backed Warranty
Some internationally sourced or grey-import products may be covered through Bwonjo or the supplying distribution channel rather than through the manufacturer’s official Kenyan service network.
Where this applies, the warranty period will be clearly stated for the product at the time of purchase.
Bwonjo will coordinate the warranty assessment and appropriate service process for an eligible claim.
Samsung Warranty
Warranty coverage for Samsung products depends on the stock type.
Samsung Official East Africa Regional Stock
Samsung smartphones and tablets expressly sold by Bwonjo as official East Africa regional stock carry a 2-year warranty, subject to the applicable Samsung regional warranty terms and authorized service requirements.
Samsung International or Grey-Import Stock
Samsung smartphones expressly sold as international or grey-import stock carry a 1-year warranty through the applicable Bwonjo or supplier warranty arrangement unless a different warranty is specifically stated for that product.
Samsung Accessories
Samsung accessories carry a 1-year warranty where stated by Bwonjo, subject to the warranty applicable to the specific accessory and stock source.
The exact warranty displayed for the product purchased takes precedence where a different period is expressly stated.
Apple Warranty
Warranty coverage for Apple products also depends on the stock source.
Apple International Stock
Apple products sold as international stock generally carry the applicable 1-year Apple limited warranty, subject to Apple’s warranty terms, regional eligibility and service availability.
Apple Official Regional Stock
Apple products expressly sold by Bwonjo as official regional stock supplied through an authorized distribution channel may carry a 2-year warranty where that extended regional coverage applies.
Where a 2-year warranty is offered, it will be expressly stated for the particular product or stock option at the time of purchase.
The exact warranty attached to the unit purchased is the warranty that applies.
Other Brands
Warranty periods for Google, Xiaomi, Redmi, HONOR, OnePlus, Nothing, Anker, JBL, Sony, Bose, Garmin, Huawei and other brands may differ according to the product and supply channel.
Bwonjo will display or communicate the applicable warranty period for each product.
Customers should not assume that all products from a particular brand carry the same warranty period.
What a Warranty Normally Covers
Subject to the terms applicable to the particular product, warranty coverage generally applies to faults caused by defects in:
- Materials
- Manufacturing
- Workmanship
- Internal components
- Hardware that fails during normal intended use
A warranty claim must relate to a defect that falls within the applicable warranty conditions.
A warranty does not mean that every problem occurring during the warranty period is automatically a manufacturing defect.
What Is Normally Not Covered
Unless otherwise required by applicable law or expressly covered by the manufacturer’s warranty, warranty coverage generally does not include damage or faults caused by:
- Accidental drops or impacts
- Cracked displays or broken glass
- Dents, scratches or cosmetic damage
- Liquid or moisture damage
- Water exposure beyond the manufacturer’s stated water-resistance conditions
- Fire, excessive heat or other external damage
- Misuse or abuse
- Negligence
- Improper storage
- Incorrect installation
- Improper electrical supply
- Use of unsuitable chargers, cables or accessories
- Unauthorized modification
- Unauthorized repair or disassembly
- Damage caused by third-party components or accessories
- Malware or unsupported software modification
- Rooting, jailbreaking or other unauthorized system modification where it causes or contributes to the fault
- Lost or stolen products
- Removed, altered or unreadable serial numbers or IMEI numbers
- Normal wear and tear
Each claim will be assessed according to the circumstances and the applicable warranty terms.
Batteries and Normal Battery Degradation
Rechargeable batteries are consumable components and naturally lose capacity through normal use and ageing.
Normal reduction in battery capacity over time is generally not considered a manufacturing defect.
A battery may still qualify for warranty service where testing establishes that it has failed because of a manufacturing or material defect within the applicable warranty terms.
Water-Resistant Products
A manufacturer’s IP rating or water-resistance claim does not make a device permanently waterproof.
Water resistance can reduce over time through normal wear, impact, repairs or deterioration of seals.
Liquid damage will be assessed according to the manufacturer’s warranty conditions and the circumstances of the claim.
Software Issues
Software problems that can reasonably be resolved through an update, reset, configuration change or other troubleshooting process may not require hardware replacement.
Bwonjo or an authorized service provider may perform appropriate troubleshooting before determining whether a hardware warranty claim exists.
Customers should back up important information before presenting a device for service.
How to Make a Warranty Claim
To start a warranty claim, contact Bwonjo with:
- Your name
- Telephone number
- Order number, receipt or invoice
- Product name
- Serial number or IMEI where applicable
- Description of the problem
- Photographs or video where useful
Contact:
Phone: +254 713 569 755
Email: shopbwonjo@gmail.com
We will advise you on the next step and where the product should be presented or sent.
Proof of Purchase
Proof of purchase may be required to confirm:
- The purchase date
- Product identity
- Warranty period
- Stock type
- Applicable warranty provider
Acceptable proof may include a Bwonjo receipt, invoice, order confirmation or another record that reasonably identifies the purchase.
Preparing a Device for Warranty Service
Before handing over a smartphone, tablet, laptop, smartwatch or other data-containing device for warranty assessment, customers should, where possible:
- Back up important data
- Remove SIM cards
- Remove memory cards
- Remove personal accessories
- Sign out of personal accounts where instructed
- Disable device locks where necessary for testing
- Disable services such as Find My where required for authorized service
You should never provide banking PINs, mobile-money PINs or unrelated personal passwords.
A device may need to be reset, restored or have its software reinstalled during diagnosis or repair.
Bwonjo cannot guarantee preservation of data during warranty service.
Inspection and Diagnosis
A product submitted for warranty service may need to be inspected or tested before the claim can be approved.
Assessment may include:
- Verification of the serial number or IMEI
- Physical inspection
- Diagnostic testing
- Software testing
- Checking for liquid or impact damage
- Verification of warranty status
- Inspection by an authorized service centre, distributor or supplier
A product being within its stated warranty period does not by itself establish that the reported problem is covered.
Authorized Service Centres
Where a product carries an official manufacturer or regional warranty, Bwonjo may refer or submit the product to an authorized service centre.
The manufacturer or authorized service provider may perform its own assessment and apply its warranty procedures.
Where the applicable warranty is Bwonjo or supplier-backed, Bwonjo will coordinate the assessment through the appropriate service channel.
Warranty Remedies
Where a valid warranty defect is confirmed, the appropriate remedy may include:
- Repair
- Replacement of a defective component
- Replacement of the product
- Exchange
- Refund where appropriate
The appropriate remedy depends on the nature of the defect, applicable manufacturer or distributor warranty, availability of replacement parts or products, and applicable consumer law.
A customer is not automatically entitled to a new replacement product simply because a product requires warranty service.
Likewise, a warranty does not restrict a customer from any remedy that may independently be available under applicable Kenyan law.
Repair Time
Warranty assessments and repairs may require time to complete.
The time required can depend on:
- Nature of the fault
- Diagnostic requirements
- Availability of replacement parts
- Manufacturer procedures
- Authorized service-centre processing
- Supplier processing
- Product replacement availability
Bwonjo will make reasonable efforts to keep the customer informed of material developments during the claim.
Replacement Products
Where a product replacement is approved, the replacement may be the same model or another appropriate equivalent where the original model is unavailable, subject to the applicable warranty terms and agreement where necessary.
Any warranty applying after repair or replacement will follow the applicable manufacturer, distributor, supplier or legal warranty terms.
Repairs Outside Warranty
Where a product is:
- Outside its warranty period, or
- Damaged in a manner not covered by warranty,
Bwonjo may still assist in arranging a paid repair where an appropriate repair option is available.
Any estimated repair charge will be communicated before a chargeable repair is authorized.
Products Purchased Outside Bwonjo
Bwonjo’s warranty assistance under this policy applies to products purchased from Bwonjo.
For a product purchased elsewhere, customers should contact the original seller, manufacturer or applicable authorized service provider.
Returns During the Initial Return Period
A warranty claim is different from a return request.
If your product has just been delivered and is incorrect, damaged on arrival or otherwise qualifies under our Returns & Refunds Policy, please refer to:
View the Bwonjo Returns & Refunds Policy
Delivery of Warranty Products
Where a product needs to be transported to or from Bwonjo as part of a warranty claim, the applicable arrangements will depend on the circumstances of the claim and service provider involved.
For general delivery information, see:
View the Bwonjo Delivery & Shipping Policy
Consumer Rights
Bwonjo is committed to supplying products that are accurately represented and of reasonable merchantable quality.
The warranties described in this policy are in addition to, and do not replace, rights that customers may have under applicable Kenyan law.
Nothing in this policy is intended to unlawfully exclude or restrict an implied condition, warranty, right or remedy that applies to the purchase.
Contact Bwonjo
For warranty assistance or questions about the warranty applicable to a product, contact:
Bwonjo
Phone: +254 713 569 755
Email: shopbwonjo@gmail.com
Website: Bwonjo.co.ke
When contacting us about an existing purchase, please provide your order details and product serial number or IMEI where available.
Policy Updates
Bwonjo may update this Warranty Policy to reflect changes in manufacturer warranty programmes, distribution arrangements, products, service processes or applicable requirements.
The warranty that applied to a product when it was purchased will not be reduced merely because this general policy is later updated.
The current version of this policy will be published on Bwonjo.co.ke.
Bwonjo Information & Policies
For more information about shopping with Bwonjo, please see:
Last updated: 26 September 2026