Terms & Conditions of Sale

1. Who we are

VillageHub Store is the online equipment shop operated by VillageHub Networks ("VillageHub", "we", "us"), based in Nairobi, Kenya. We supply genuine networking, connectivity and security equipment — routers, switches, wireless access points, fibre optic products, CCTV and related accessories — to individuals, businesses, ISPs and WISPs in Kenya and internationally.

These Terms govern every order placed through store.village-hub.net, over WhatsApp or by email. By placing an order or creating an account you accept these Terms. They apply together with our Privacy Policy.

2. Products, stock and accuracy

• All equipment we sell is genuine and sourced from authorised distributors of the listed manufacturers (MikroTik, Ubiquiti, TP-Link, D-Link, Dahua, Hikvision, Tenda, Huawei and others). Brand names and logos remain the property of their respective owners; their appearance on our storefront indicates the products we stock, not an endorsement by the manufacturer.
• Product descriptions, images and specifications are provided in good faith from manufacturer and distributor data. Minor packaging or revision differences can occur; if a specification matters to your deployment, confirm it with us before ordering.
• Stock indicators are updated regularly but are not a guarantee. If an item you paid for turns out to be unavailable, we will offer an equivalent alternative, a back-order, or a full refund of the affected item — your choice.
• Obvious pricing errors (for example a misplaced decimal) do not bind us; we will contact you before proceeding, and you may cancel for a full refund.

3. Prices, tax and currency

• Base prices are set in Kenyan Shillings (KES). Prices shown in other currencies are converted at recent market rates for your convenience; all payments are charged in KES and the exact converted amount may vary slightly with your bank's or mobile-money provider's rate.
• Orders delivered within Kenya include 16% VAT, itemised before you pay.
• Exports outside Kenya are zero-rated for Kenyan VAT. Import duties, VAT and clearance fees in the destination country are the buyer's responsibility and are payable on arrival unless we expressly agree otherwise in writing.
• Delivery fees are shown per destination before checkout and added to your total.

4. Ordering and payment

• An order is confirmed only when payment is received. Until then, adding items to a cart or receiving an order reference does not reserve stock.
• Payments are processed by Paystack (cards and M-Pesa). We never see or store your full card details.
• Orders can also be placed via WhatsApp (+254 781 302 232) or email (store-sales@village-hub.net); the same Terms apply.
• Every confirmed order receives an email confirmation and a tracking link. Keep your order reference — it is required for support, returns and warranty claims.
• We may decline or cancel an order where fraud is suspected, where payment cannot be verified, or where export restrictions apply; anything already paid on a cancelled order is refunded in full.

5. Customer accounts

• Creating an account is optional — guest checkout is always available. An account lets you track order history, prefill checkout and get faster support.
• You are responsible for keeping your password confidential and for activity under your account. Tell us immediately if you suspect unauthorised use.
• You must provide accurate contact details; we rely on them to deliver and to reach you about your order.
• We may suspend or delete accounts used fraudulently or abusively. You can ask us to delete your account and personal data at any time (see the Privacy Policy).

6. Delivery

• Estimated delivery times are shown per destination at checkout (for example 1–3 business days within Kenya; longer for regional and international orders). They are estimates, not guarantees — customs and courier delays are outside our control, though we will chase them for you.
• Risk in the goods passes to you on delivery to the address you provided (or to your nominated courier/agent for export orders). Ownership passes when payment clears.
• Inspect your package on delivery. Transit damage or missing items must be reported within 48 hours of delivery with photos of the packaging and contents.
• If a delivery fails because the address or phone number given was wrong or unreachable, re-delivery costs may apply.

7. Returns and cancellations

• Before dispatch: you may cancel for a full refund.
• Dead on arrival (DOA): equipment that is faulty out of the box must be reported within 7 days of delivery. We will repair, replace or refund it, including return shipping within Kenya.
• Change of mind: unopened items in original sealed packaging may be returned within 7 days of delivery for a refund less delivery costs. Opened, installed, configured or firmware-modified equipment cannot be returned under change of mind.
• Items bought on explicit special order or imported specifically for you are not returnable except when faulty.
• Refunds are issued to the original payment method within 7 business days of us receiving and verifying the return.

8. Warranty

• Products carry the manufacturer's warranty (typically 12 months unless stated otherwise on the product page). We facilitate warranty claims with the manufacturer or distributor on your behalf.
• Warranty covers manufacturing defects. It does not cover damage from lightning/power surges, water ingress, physical damage, incorrect installation, use outside manufacturer specifications, or unauthorised repair.
• For warranty service, contact us with your order reference and a description of the fault before shipping anything back.
• Warranty turnaround depends on the manufacturer's process; we will keep you informed and push for the fastest resolution.

9. Advice, AI assistant and support

• We are network operators ourselves and happily advise on equipment selection. Advice — including from the AI shopping assistant on this site — is given in good faith based on the information you provide, but final responsibility for equipment choice and network design remains yours.
• The AI assistant can only see our public catalog and general product knowledge. Its answers about prices, stock and delivery reflect the storefront at the time of your question; the checkout totals are authoritative.
• Support channels: WhatsApp +254 781 302 232 and store-sales@village-hub.net.

10. Liability

Nothing in these Terms excludes liability that cannot be excluded under Kenyan law, including under the Consumer Protection Act, 2012. Subject to that:

• Our total liability for any order is limited to the amount you paid for that order.
• We are not liable for indirect or consequential losses — including lost revenue, lost data or network downtime — arising from delayed delivery or equipment failure.
• We are not liable for delays or failures caused by events beyond our reasonable control (courier failures, customs action, supplier shortages, natural events).

11. General

• These Terms are governed by the laws of Kenya; disputes fall under the jurisdiction of the Kenyan courts, after a genuine attempt to resolve the matter directly with us first.
• We may update these Terms from time to time. The version published at the time you place an order is the one that applies to it.
• If any clause is found unenforceable, the rest remain in force.

12. Contact