Warranty Policy

Many of the assistive technology products we sell carry a manufacturer's warranty. This policy explains how warranties work for products purchased through Senses Hub.

1. Manufacturer's Warranty

Most products are covered by the manufacturer's warranty, which typically covers defects in materials and workmanship under normal use. The warranty period varies by product and brand — details are stated on the product page or included in the product packaging.

Common warranty periods for assistive technology products:

• Electronic devices (communication aids, screen readers, magnifiers): 12–24 months
• Mobility aids (canes, walkers, crutches): 6–12 months on mechanical components
• Accessories and consumables (batteries, cases, cables): typically 3–6 months

If no warranty period is stated for a specific product, a 6-month warranty applies as a minimum under Kenyan consumer protection principles.

2. What the Warranty Covers

• Manufacturing defects — faults that exist from the time of purchase
• Faulty components that fail under normal, intended use
• Hardware malfunctions not caused by the user

3. What the Warranty Does Not Cover

• Physical damage caused by the customer (drops, cracks, liquid damage)
• Damage caused by misuse, neglect, or failure to follow the manufacturer's instructions
• Normal wear and tear (e.g. worn tips on white canes, faded labels)
• Damage caused by unauthorised repairs or modifications
• Products with removed or tampered serial numbers or warranty stickers
• Consumable parts (batteries, tips, cables) beyond the initial warranty period

4. How to Make a Warranty Claim

1. Contact us at sales@senseshub.vision or via WhatsApp with your order number, a description of the fault, and clear photographs
2. We will assess the claim and advise whether it falls within the manufacturer's warranty
3. If approved, we will arrange for the product to be repaired, replaced, or for a refund to be issued depending on the situation and manufacturer's terms
4. For international brands, we act as the liaison between you and the manufacturer. Processing times may vary

5. Senses Hub Guarantee

In addition to any manufacturer warranty, Senses Hub guarantees that every product sold through our store has been checked for authenticity and is as described on the product listing. If you receive a counterfeit, misdescribed, or significantly different product, we will offer a full refund regardless of warranty terms.

6. Relationship to Refund Policy

Warranty claims beyond the 14-day return window are handled under this Warranty Policy, not our Refund & Return Policy. Within the 14-day window, a straightforward return and refund is usually the fastest solution.