Refund policy

RETURNS & REFUNDS

DAMAGED OR WRONG ITEMS: If your item arrives damaged or is not what you ordered, please contact us on WhatsApp +254745083973 within 48hrs with a photo of the item and the packaging. We will offer a full refund.

CHANGE OF MIND: We do not currently accept returns for 'change of mind' due to the high cost of international shipping back to our warehouse.

REFUND METHOD: Approved refunds will be processed back to your original payment method within 5-7 business days

Mobile Screen Warranty & Testing Policy

At INGO IMPORTS, we are committed to providing quality mobile screens and devices that meet the highest standards. This policy outlines our testing procedures, warranty terms, and what you can expect when purchasing from us.

1. Pre-Sale Testing & Quality Assurance

Every mobile screen and device sold by INGO IMPORTS undergoes a rigorous multi-point inspection before being listed for sale. Our testing process includes:

  • Display Quality Check – Screens are tested for dead pixels, discoloration, burn-in, and brightness uniformity.
  • Touch Sensitivity Test – Full touchscreen responsiveness is verified across the entire screen surface.
  • LCD/OLED Integrity – Screens are checked for cracks, pressure marks, and backlight bleeding.
  • Connector & Port Test – All connectors are tested to ensure proper fit and function.
  • Camera & Sensor Alignment – Front camera cutouts and proximity sensors are verified for compatibility.
  • Functional Power Test – Each unit is powered on and tested under normal operating conditions.

Only screens that pass all tests are approved for sale.

2. Warranty Coverage

INGO IMPORTS offers the following warranty on mobile screens and devices:

  • New Screens: 6-month warranty from the date of purchase.
  • Refurbished/Grade B Screens: 3-month warranty from the date of purchase.
  • Accessories (cables, tools, etc.): 1-month warranty.

The warranty covers:

  • Manufacturing defects
  • Dead pixels appearing after purchase (more than 3 pixels)
  • Backlight failure not caused by physical damage
  • Touch malfunction not caused by physical damage

3. Warranty Exclusions

The warranty does not cover:

  • Physical damage, cracks, or breakage caused after purchase
  • Water or liquid damage
  • Damage caused by improper installation
  • Burn-in caused by prolonged static image display
  • Damage from unauthorized repairs or modifications
  • Normal wear and tear

4. How to Claim Your Warranty

To make a warranty claim:

  1. Contact us within the warranty period via [your email/phone] or visit our store.
  2. Provide your proof of purchase (receipt or order confirmation).
  3. Describe the issue clearly and, where possible, provide photos or a video.
  4. Our team will assess the claim within 2–3 business days.
  5. Approved claims will be resolved through repair, replacement, or store credit at our discretion.

5. Return & Exchange Policy for Screens

  • Returns are accepted within 7 days of purchase for unopened/unused items.
  • Screens that have been installed are not eligible for return unless covered under warranty.
  • Exchanges are subject to stock availability.

6. Installation Disclaimer

INGO IMPORTS is not liable for any damage that occurs during self-installation. We strongly recommend professional installation. Do not install the screen or remove any protective films/ stickers immediately.

Dry test first by connecting the flex cable of the new screen to your phone's motherboard while the phone is open to test display and touch functionality.

Do not apply adhesive. If you apply glue or adhesive before testing, the warranty is voided.

Do not remove the manufacturer,s warranty stickers until you are 100% sure the screen works. Contact Us

For warranty claims, technical questions, or support: 📍 INGO IMPORTS ingoimports.ke@gmail.com 📞 +254745083973 🌐 ingoimports.co.ke