Legal

Terms & Conditions

Last updated: June 2026  ·  Effective immediately upon use of this website.

Welcome to TCL Official Store Kenya. By accessing or using our website at tclofficialstore.com, placing an order, or interacting with any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a purchase. If you do not agree with any part of these terms, please do not use our website.

1. About Us

TCL Official Store is the authorised online retail outlet for TCL products in Kenya. We sell genuine TCL televisions, home appliances, audio products, and accessories. Our operations are based in Nairobi, Kenya, and we serve customers across the country.

• Website: tclofficialstore.com
• Phone: 0111 547849
• Email: info@tclofficialstore.com
• Location: Nairobi, Kenya
• Business Hours: Mon–Fri 9AM–6PM | Sat 10AM–4PM

2. Eligibility

To place an order on our website, you must:

• Be at least 18 years of age or have the consent of a parent or guardian.
• Provide accurate, complete, and current personal and payment information.
• Be a resident of or be ordering for delivery within Kenya.
• Not use our services for any unlawful or fraudulent purpose.

3. Products & Pricing

All products listed on our website are subject to availability. We reserve the right to limit quantities, discontinue products, or modify product descriptions at any time without prior notice.

Pricing: All prices are displayed in Kenyan Shillings (KES) and include VAT where applicable. Prices are subject to change without notice. The price charged at the time of your order confirmation is the price you will pay.

Errors: In the event of a pricing error on our website, we reserve the right to cancel your order and issue a full refund. We will notify you promptly if this occurs.

4. Placing an Order

When you place an order through our website:

1. You will receive an order confirmation email acknowledging receipt of your order. This is not an acceptance of your order.
2. Your order is accepted when we dispatch the goods and send you a dispatch confirmation.
3. We reserve the right to refuse or cancel any order at our discretion, including cases of suspected fraud, stock unavailability, or pricing errors.
4. By placing an order, you confirm that all information provided is accurate and that you are authorised to use the payment method submitted.

For assistance with your order, contact us at info@tclofficialstore.com or call 0111 547849.

5. Payment

We accept the following payment methods:

• M-Pesa (Lipa Na M-Pesa / Paybill)
• Visa & Mastercard (debit and credit cards)
• Bank transfer (for large orders — contact us directly)
• Cash on delivery (selected Nairobi locations only)

All transactions are processed securely. We do not store your full card or M-Pesa PIN details. Full payment is required before goods are dispatched unless otherwise agreed in writing.

6. Delivery & Shipping

We deliver across Kenya. Delivery timelines and charges vary by location:

• Nairobi CBD & suburbs: 1–2 business days
• Other counties: 2–5 business days
• Remote areas: Up to 7 business days

Delivery costs, if applicable, will be displayed at checkout. We are not responsible for delays caused by third-party couriers, weather events, or other circumstances beyond our control.

Risk of loss and title for products pass to you upon delivery. Please inspect your goods upon receipt and report any damage or discrepancies within 24 hours of delivery.

7. Returns & Refunds

We want you to be completely satisfied with your purchase. Our returns policy is as follows:

• 7-day return window: You may return a product within 7 days of delivery if it is unused, in its original packaging, and accompanied by proof of purchase.
• Defective or damaged goods: Report within 24 hours of delivery. We will arrange a replacement or full refund at no additional cost.
• Change of mind: Returns for change of mind are accepted within 7 days provided the product is unopened and in original condition. Return shipping costs are borne by the customer.
• Non-returnable items: Products that have been installed, used, or damaged after delivery are not eligible for return unless covered by warranty.

Refunds are processed within 5–10 business days of receiving and inspecting the returned item. Refunds are issued via the original payment method.

8. Warranty

All TCL products sold through our store are genuine and come with the manufacturer’s official warranty. Warranty periods vary by product category:

• Televisions: 2-year manufacturer’s warranty
• Home Appliances (Fridges, Washing Machines, ACs): 1–2 year warranty depending on model
• Audio (Soundbars): 1-year warranty

Warranties cover manufacturing defects only. They do not cover:

• Physical damage caused by misuse, accidents, or improper installation
• Damage caused by power surges, flooding, or fire
• Unauthorised repairs or modifications
• Normal wear and tear

9. User Accounts

If you create an account on our website, you are responsible for:

• Maintaining the confidentiality of your login credentials.
• All activity that occurs under your account.
• Notifying us immediately of any unauthorised use of your account.

We reserve the right to suspend or terminate accounts that violate these Terms, engage in fraudulent behaviour, or are inactive for an extended period.

10. Intellectual Property

All content on this website — including text, images, logos, product descriptions, graphics, and design — is the property of TCL Official Store Kenya or its licensors and is protected by applicable intellectual property laws.

You may not reproduce, copy, distribute, modify, or use any content from this website for commercial purposes without our express written consent. The TCL brand, trademarks, and logos are the property of TCL Corporation and are used under licence.

11. Prohibited Conduct

When using our website, you agree not to:

• Use the site for any unlawful purpose or in violation of any applicable Kenyan laws.
• Submit false, misleading, or fraudulent information.
• Attempt to gain unauthorised access to our systems, servers, or databases.
• Introduce viruses, malware, or any malicious code.
• Use automated tools (bots, scrapers) to extract data from our website.
• Harass, abuse, or harm any employee, representative, or other user.

12. Limitation of Liability

To the fullest extent permitted by law, TCL Official Store Kenya shall not be liable for:

• Indirect, incidental, or consequential damages arising from the use of our website or products.
• Loss of data, profits, or business opportunities.
• Interruptions, errors, or delays in website access or functionality.
• Actions taken by third-party service providers (courier companies, payment processors).

Our maximum liability to you for any claim arising out of a purchase shall not exceed the amount you paid for the product in question.

13. Privacy

Your use of this website is also governed by our Privacy Policy, which is incorporated into these Terms by reference. By using our website, you consent to the collection and use of your information as described in that policy.

14. Third-Party Links

Our website may contain links to third-party websites for your convenience. These links do not imply endorsement or responsibility. We have no control over the content, privacy practices, or availability of those sites and accept no liability for any loss or damage that may arise from your use of them.

15. Changes to These Terms

We reserve the right to update or modify these Terms and Conditions at any time. Changes will be posted on this page with an updated effective date. Your continued use of the website after any changes constitutes your acceptance of the revised Terms. We encourage you to review this page periodically.

16. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Kenya. We encourage customers to first contact us directly to resolve any dispute amicably before pursuing legal action.

17. Contact Us

If you have any questions, concerns, or complaints about these Terms and Conditions, please get in touch with us: