Warranty Information
We offer a manufacturer’s warranty on all our products.
If you need to claim against the warranty, please contact us and we’ll guide you through the process.
We recommend registering your product with us after purchase, so that we can help you as quickly and efficiently as possible.
Type of Warranty Services Offered
Our warranty covers manufacturer’s defect ( hardware, battery, mechanical parts and software malfunction.)
We offer in-store support i.e
- Device diagnosis and repair
- Software updates and resets
- Warranty checks
- Hardware replacements (if eligible)
We offer pick-ups and deliveries within Nairobi CBD
Warranty Period by Product
| Product | Warranty Period |
|---|---|
| Smartphone | 24 months |
| Tablets | 24 months |
| Wearables | 12 months |
| Battery | 12 months |
📋 Booking Requirements
To book a repair, provide the following:
- Customer details: Name, Contact Number
- Product details: IMEI Number, Model Number
- Proof of purchase.
- Defect description.
🛠 How to Book a Repair
- Locate us at CBK Pension Towers Along Harambee Avenue NAIROBI and Cathedral Mall KAKAMEGA
- Contact us via ( 0701222101 & 0703222101)
- Social Media Platform @samsungexecutivestores_kenya
What the Warranty Does NOT Cover:
- Software & Data Issues
- No coverage for third-party apps, settings, content, or data
- Samsung doesn’t guarantee that its software will be bug-free or compatible with other devices/software
- Physical Damage & Misuse
- Normal wear & tear (e.g., on lenses, screens, batteries)
- Damage from drops, sharp objects, bending, or rough handling
- Misuse or not following instructions
- Damage from extreme conditions, liquids, food spills, or chemicals
- Unauthorized Modifications or Repairs
- If the product was opened or repaired by non-Samsung personnel
- Use of unauthorized parts
- If serial numbers or IMEI have been removed or tampered with
- Battery Issues
- Short-circuited batteries
- Tampered battery enclosures or use in non-specified devices
- Third-Party Connections
- Using the product with unauthorized accessories or software
- Issues caused by hacking or viruses
- Network & SIM Lock
- Samsung isn’t responsible for network coverage or SIM locks. You’ll need to contact your operator for those.
- Loss of Data
- Data/content may be lost during repair—Samsung isn’t liable, so always back up!
🔁 Other Important Info:
- Samsung may use new, like-new, or reconditioned parts when repairing
- Any replaced parts become Samsung’s property
- If your device isn’t covered, they may charge a handling fee
- Products taken to a different country may have region-specific limitations (not considered defects)
⚠️ Samsung’s Liability is Limited
- We are not not liable for:
Loss of data, profit, functionality, revenue, or any indirect/damage-related losses - Liability is capped at the purchase value
- Exceptions: Gross negligence, intentional misconduct, or injury caused by Samsung