Kenya's Communications Authority (CA) has introduced new consumer protection rules requiring every eligible communications device sold in the country to come with at least a one-year warranty, a return policy for faulty products and after-sales support.
The requirements, introduced under the Communications Equipment Vendor Class Licence guidelines, cover mobile phones, tablets, laptops, set-top boxes, remote devices and tracking devices.
Businesses that fail to comply risk penalties of at least KSh500,000 (roughly US$3,875) or 0.2% of annual turnover, whichever is higher.
Under the rules, vendors must provide every eligible device with at least a 12-month warranty, allow customers to return faulty products and provide repair services throughout the warranty period.
Online sellers must maintain a physical address, telephone number and email address so customers can seek support or lodge complaints.
The regulations also introduce stricter transparency requirements.
Retailers must issue official receipts for every transaction, whether online or in-store, detailing the seller's name, device model, serial number and warranty period, and retain sales and warranty records for at least three years for inspection by the CA.
The new baseline is expected to have the biggest impact on parts of the market that have operated outside official distribution channels.
Some retailers have sold grey-market imports or refurbished devices, often sourced from markets such as the UAE, the US and the UK, with shop warranties lasting as little as one to three months.
Because these devices were originally intended for sale in other regions, they frequently do not qualify for manufacturer-backed warranty service in Kenya, leaving buyers dependent on the retailer's own, shorter-term cover.
The rules require every refurbished communications device to be clearly and permanently labelled "Refurbished" on its packaging.
Vendors will also be required to source equipment from licensed importers and may only sell devices that have been type-approved, type-accepted or formally exempted from type approval by the CA. Advertising must accurately describe device features, performance and network compatibility.
Authorised distributors and retailers already offering manufacturer-backed warranties, largely through official brand stores and recognised e-commerce channels, are expected to see limited operational change, as most leading smartphone manufacturers already provide one-year warranties and access to authorised service centres.
The warranty rules form part of a broader restructuring of Kenya's communications equipment market.
Earlier this month, the CA introduced the Communications Equipment Distributor licence, requiring businesses that import communications equipment on a wholesale basis to obtain a dedicated licence before proceeding with type approval and clearance through the TradeNet customs system.
David Mugonyi, director-general of the CA, said the licence, which took effect immediately, also applies to existing Telecommunications Equipment Contractor and vendor licence holders that wish to continue importing or distributing equipment.
Together, the two measures create tighter oversight across the supply chain, from importation through to retail and after-sales support.
The timing reflects the scale of Kenya's device market. CA data shows more than 50.2 million smartphones were connected to mobile networks by the end of March 2026, compared with 28.5 million feature phones, while mobile broadband subscriptions reached 52.9 million.
The regulator expects smartphone adoption to continue rising as device prices fall and network coverage expands.
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