Last updated: 12 September 2026
If your order arrives damaged, is incomplete, is the wrong item or develops a fault, contact us so we can identify the problem and arrange the appropriate next step.
Start with your order details
Email support@remotecontroltoys.co.ke with:
- Your name and order number, receipt or another way for us to find the purchase.
- The product name or model and the date you received it.
- A short description of the issue and when you first noticed it.
- Clear photos or a short video if these can be taken safely, plus details of missing items where relevant.
Photos can help us assess a problem, but an unboxing video is not a condition for raising a valid claim. If you cannot provide images or need help describing a fault, tell us.
Wrong, damaged or faulty products
Check the item and included accessories when it arrives. Report an issue as soon as reasonably possible and keep any relevant packaging, labels or delivery information. This helps us investigate; it does not impose a short, fixed cut-off on your legal rights.
We may ask about charging, pairing or setup to distinguish a setup problem from a fault. Do not carry out an unsafe test or a repair you are not comfortable with. Depending on the circumstances and applicable rights, the outcome may be a repair, replacement, refund or another agreed remedy. We will explain the proposed outcome.
Changing your mind or cancelling
If you selected the wrong model or simply changed your mind, contact us before using the item or sending it back. Ask us to confirm whether a voluntary return or exchange can be accepted, and any conditions, before you incur delivery costs.
This page does not advertise a blanket change-of-mind return period. Any mandatory cancellation or return right that applies to your purchase remains available. For an order that has not arrived, tell us promptly if you wish to cancel so we can check its fulfilment status.
Preparing an RC product for return
- Contact us to agree where and how the item should be returned. Please do not send it directly to a manufacturer unless that has been agreed.
- Pack the item securely. Include the controller, supplied accessories and other components relevant to the agreed assessment where available.
- Keep proof of purchase and a record of any return-delivery reference. Original packaging is helpful, but its absence alone does not remove statutory rights concerning faulty goods.
- Stop using a product that appears unsafe. If a battery is swollen, leaking, unusually hot or damaged, do not charge it or send it through an ordinary courier without advice. Tell us about its condition so suitable handling can be discussed.
Return delivery costs
Before arranging a courier, ask us to confirm the return method and who is responsible for the cost. Responsibility depends on the reason for the return, the agreement and applicable consumer rights. We do not apply a blanket “all shipping is non-refundable” rule to a valid statutory claim.
If a voluntary exchange is agreed, any delivery costs or other conditions should be confirmed in writing before you send the product.
Assessment, refunds and exchanges
We will review the item and the information provided, explain the outcome and confirm any remedy due. If a refund is due, we will confirm the amount, method and expected processing time. A payment provider may take additional time to show the credit. Contact us with the refund reference if the confirmed time passes without receipt.
A replacement or different colour depends on available stock and your agreement. Sale pricing does not by itself make a faulty or wrongly supplied product ineligible for a remedy. For a gift, help us identify the original purchase before we discuss an exchange or refund.
Wear, accidental damage and legal rights
Tell us if the product has been involved in a collision, exposed to water, modified or used with a different battery or charger. These facts can affect the cause of the problem and any optional warranty coverage; they do not automatically remove unrelated statutory rights.
This process sits alongside the protections in Kenya’s Consumer Protection Act. It does not restrict a remedy that the law requires or replace a specific written warranty provided with your purchase.
Contact the shop
support@remotecontroltoys.co.ke
Shop F10, 1st Floor, Platinum Plaza, Tom Mboya Street, opposite Imenti, Nairobi CBD, Kenya.
You can also contact our official Facebook page. For an order, privacy or refund enquiry, use a private message or email; please do not post personal details in public comments.
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