1. Scope and statutory rights

This policy applies to goods and services supplied by BCE Systems Limited where the quotation, order acceptance, or invoice identifies BCE Systems Limited as seller. It should be read with the applicable contract and Commerce Terms.

Nothing in this policy excludes or reduces a mandatory right. Goods must satisfy applicable statutory requirements concerning title, description, quality, and fitness for a purpose made known to BCE. Services must be performed with the standard required by law and the contract. Any term that purports to negate a non-excludable statutory condition or warranty is ineffective.

2. Manufacturer warranty

Equipment may carry a manufacturer warranty. The period, territorial coverage, remedy, registration requirement, and exclusions vary by manufacturer and product and will be stated or linked in the quotation, product record, or warranty document where available. BCE does not promise that every manufacturer warranty lasts at least 12 months.

BCE will provide reasonable assistance with a valid manufacturer claim for goods it sold. A manufacturer’s assessment may inform the outcome, but it does not remove BCE’s responsibility as seller for a remedy required by Kenyan law or an express BCE warranty.

3. BCE workmanship warranty

Unless the accepted quotation states a different period, BCE warrants its installation, configuration, and systems-integration workmanship for 12 months from documented handover or, if handover is delayed solely by the customer, from the date the work was substantially completed and made available for acceptance.

The workmanship warranty covers BCE’s failure to perform the agreed work with reasonable skill and care. It does not extend a manufacturer warranty, guarantee uninterrupted operation, or cover a later change to the customer’s site, network, configuration, or third-party system.

4. Making a claim

Notify BCE promptly after discovering a suspected defect. Contact the support channel shown on the order or use the BCE helpdesk and provide, where available:

customer, invoice, order, and site reference;

product model, serial number, and installed configuration;

description of the fault, when it began, and any relevant log, photograph, or video;

operating and environmental conditions; and

troubleshooting already performed.

BCE may issue a Return Merchandise Authorisation, or RMA, to support safe routing, tracking, and manufacturer administration. Failure to obtain an RMA does not by itself extinguish a statutory claim, but BCE may require the reasonable process to be completed before accepting a non-urgent physical return.

Do not send equipment containing sensitive data, credentials, cryptographic material, or classified information without first agreeing a secure handling process. Unless preservation is necessary for fault diagnosis or a legal hold, the customer should back up and remove data before return.

5. Packing and transport

Returned goods must be safely packed, preferably in suitable original packaging where available, and clearly marked with the RMA. The parties will allocate collection cost and transit risk according to the contract, the reason for return, and mandatory law. BCE bears reasonable return costs where the law or an accepted valid warranty claim requires it. The customer may be responsible for loss caused by inadequate packing or unauthorised transport arrangements.

6. Assessment and remedies

BCE or the manufacturer may inspect, test, or reproduce the reported fault. BCE will communicate the assessment and expected timeframe. Where the claim is valid, the available remedy may include repair, replacement, re-performance, price reduction, credit, or refund, depending on the contract, proportionality, stock and parts availability, and the remedy required by law.

A repair or replacement does not reduce the remaining statutory protection. Any separate warranty on the repaired or replacement item will be the period stated by BCE or the manufacturer, subject to mandatory law.

If testing reasonably shows no reported fault or a cause outside coverage, BCE may provide a quotation for repair, return, or investigation. A diagnostic or handling fee is payable only if it was disclosed before the work, is reasonable, and is permitted by law. BCE will not charge a consumer merely for asserting a statutory right in good faith.

7. Exclusions

An express warranty does not cover a defect to the extent caused by:

accident, misuse, abuse, neglect, theft, vandalism, or operation contrary to documented instructions;

unauthorised modification, repair, programming, opening, or removal of a serial or regulatory label;

power surge, lightning, water, contamination, excessive heat, vibration, corrosion, or another environment outside the product’s rated tolerance, unless the contracted BCE design or workmanship should reasonably have protected against that condition;

incompatible, defective, or incorrectly configured equipment, software, network, power, or service not supplied or controlled by BCE;

failure to install an essential security, safety, or compatibility update after reasonable notice, where that failure caused the defect;

normal wear, depletion, or consumption of an item designed to be replaced through ordinary use; or

use without a licence, approval, or authorisation required by law.

An exclusion applies only to the extent the excluded event caused the claimed defect. Batteries, antennas, cabling, accessories, and consumables are not excluded merely by category; their applicable product warranty, expected life, condition at supply, and statutory protections still apply.

8. Returns not based on defect

BCE may, at its discretion, accept an unopened current-stock item returned promptly in saleable condition. BCE will state any reasonable restocking and transport charge before authorising the return.

Special-order, configured, programmed, activated, licensed, personalised, or made-to-specification products are ordinarily non-returnable once BCE has committed to the supplier or begun the custom work, if that restriction was disclosed before order and is lawful. This does not limit a remedy for goods or services that are defective, unsafe, misdescribed, late in circumstances giving a cancellation right, or otherwise non-compliant.

An online consumer retains every cancellation or refund right provided by the Consumer Protection Act, including a remedy for failure to provide required pre-contract disclosure, an error-correction opportunity, or a retainable contract copy.

9. Delivery

BCE delivers to the address and under the delivery term in the accepted order. Dates are estimates unless expressly guaranteed. Manufacturer lead times, customs, border processes, security restrictions, and site access may affect regional delivery, but BCE will communicate a material delay and take reasonable mitigation steps.

The customer must provide accurate delivery information, safe access, authorised receipt, and any site permission allocated to it. A reasonable redelivery or storage charge may apply if delivery fails because the customer-provided address, access, or readiness is incorrect, provided the charge is disclosed and evidenced.

The customer should note visible shortage or transit damage at delivery and report it promptly, preferably within 5 business days. This helps BCE preserve carrier evidence but does not waive a statutory or latent-defect claim.

10. Support boundaries

A warranty addresses covered defects. Unless the order says otherwise, it does not include user training, coverage redesign, expansion, routine maintenance, consumables, data restoration, administration of third-party accounts, or correction of faults caused by systems outside BCE’s responsibility. BCE can quote separately for those services.

Emergency, managed-service, response-time, and uptime commitments apply only where stated in a support or maintenance contract.

11. Contact and disputes

Use the support contact stated in the order or the BCE helpdesk. General enquiries may be sent to bce@bce.systems or +254 20 440 9223.

BCE will investigate a complaint and provide a reasoned response. The negotiation, mediation, governing-law, and court provisions in the Commerce Terms apply, without limiting a mandatory consumer remedy or regulator complaint.