Help Center & FAQs
Frequently asked questions about shopping, payments and delivery.
How do I pay with M-PESA?
Add your items to the cart and go to checkout. Enter your M-PESA phone number and click Pay with M-PESA. An STK Push prompt appears on your phone — approve it with your PIN. You instantly receive an M-PESA receipt, and we confirm your order automatically.
Is it safe to pay online?
Yes. Payments go through a verified M-PESA till and are confirmed with official M-PESA receipts. We never see or store your M-PESA PIN.
Do you sell genuine products?
Yes — 100% verified genuine products. Laptops are tested before dispatch, and every item carries a warranty as described on its product page.
How long does delivery take?
Nairobi CBD and estates: same day or next day. Major towns (Mombasa, Kisumu, Nakuru, Eldoret, Thika, Nyeri, Machakos): 1–3 days. East Africa: 3–7 days. See our delivery timelines.
What is the return policy?
You get a 7-day money-back guarantee and a 14-day warranty on all items. See our return policy.
Can I collect from your store?
Yes — Old Nation House, First Floor, Shop B16, Tom Mboya Street, Nairobi CBD. Carry your order number and M-PESA receipt.
How do I track my order?
Use the Track Order page with your order number and phone number.
What if I entered the wrong M-PESA number?
The payment prompt may be sent to the wrong phone. If that happens, call +254 717 043 408 immediately and we will assist.
Still need help?
Call +254 717 043 408 (9am – 6pm, Mon–Sat) or email support@nexgen-gadgets.com.