Our Refund and Returns Policy

At Viable Global Supplies, we value our customers and strive to provide excellent service. Please read our refund and returns policy carefully to understand your rights.

Overview

Our refund and returns policy lasts 14 days for Photocopiers and Printers, and 48 hours for consumables (Toners, developers, ink). If these times have passed since your purchase, we unfortunately can't offer you a full refund or exchange.

To be eligible for a return:

• Your item must be unused and in the same condition that you received it.
• The item must also be in the original packaging.
• You must provide a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Partial Refunds

There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
• Any item that is returned more than 14 days after delivery.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

Late or Missing Refunds

If you haven't received your refund yet:

• First, check your bank account again.
• Then contact your credit card company, as it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and still have not received your refund, please contact us at globalviable@gmail.com or call us at 0746638628 || 0753410200.

Faulty or Damaged Items

How we handle a return depends on the nature of the issue:

• Item arrived defective or faulty (our fault): We will replace the item at no cost to you. Viable Global Suppliers covers transport in both directions — we arrange collection and delivery of the replacement. No charges apply.
• Defective goods noticed after delivery (original packaging untampered): We accept the item for return or replacement provided the original packaging is intact and untampered. Contact us within the applicable return window to arrange this.
• Damage caused by the customer: We will assess and repair the item for a fee. You are responsible for the cost of returning the item to us, and for the delivery fee back to you once repaired. We will provide a repair quote before proceeding.

To initiate any of the above, contact us at globalviable@gmail.com or call 0746638628 / 0753410200 before sending anything back.

Exchanges

We replace items that are defective or damaged on arrival. If you need to exchange for the same item, email us at globalviable@gmail.com or call 0746638628 / 0753410200. Do not send the item back without contacting us first — we will confirm the return address and arrange collection where applicable.

Return Address

Where a physical return is required and agreed, send your item to: Nairobi CBD, Moi Avenue, Biashara Plaza, 2nd Floor, Suite 8 (Next to Bazaar / Cooperative Bank).

Depending on where you live, delivery timelines for exchanges may vary. For high-value items, we recommend using a trackable courier service.

Need Help?

For questions related to refunds and returns, contact us at globalviable@gmail.com or call us at 0746638628 || 0753410200.