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Terms & Conditions

Last updated: 8 October 2026

These terms apply when you browse gamestore.co.ke or buy from us. Game Store Kenya (“we”, “us”) runs this website and our shop in Nakuru. By placing an order you agree to these terms, so please read them, especially the section on digital products. If anything is unclear, ask us on WhatsApp at +254 706 414 113 before you buy.

Nothing in these terms takes away your rights under Kenyan law, including the Consumer Protection Act, 2012.

1. Using our website

  • You must be 18 or older to place an order, or have a parent or guardian’s permission.
  • If you create an account, keep your login details private. You’re responsible for orders placed from your account unless you tell us it has been misused.
  • Don’t misuse the site. That includes trying to break into it, testing it for weaknesses, scraping it, or placing fake or fraudulent orders. We can suspend accounts and cancel orders involved in that kind of activity.

2. Products, prices and stock

  • All prices are in Kenyan Shillings (KES). Any delivery fee is shown at checkout before you pay.
  • We work hard to describe products accurately. Photos are for illustration, and packaging can differ slightly from what’s shown.
  • If something sells out after you’ve paid, we’ll tell you and give you the choice of a full refund or a suitable alternative.
  • If a product is listed at an obviously wrong price because of an error, we’ll contact you before we send it. You can pay the correct price or cancel for a full refund.

3. Placing an order and paying

  • We accept M-Pesa and debit or credit cards (Visa, Mastercard and American Express). With M-Pesa you’ll get a payment prompt on your phone; enter your PIN to pay. Card payments are made on Pesapal’s secure payment page, and we never see your card details. Card payments carry a 3% card fee, which is shown in your order total before you pay.
  • Your order is confirmed once your payment is confirmed, and you’ll get a confirmation email.
  • If the payment fails or you cancel it, you haven’t been charged and the order isn’t processed. You can try again.
  • Keep your M-Pesa message or card payment receipt. It’s your proof of payment.

4. Delivery and pickup

We deliver physical orders across Kenya, or you can collect from our Nakuru shop. Delivery times, costs and pickup details are on our Shipping & Delivery page. Please check your order when it arrives and tell us within 48 hours if anything is damaged, missing or wrong.

5. Returns, refunds and warranty

  • Returns and exchanges of physical products follow our Returns & Refunds policy.
  • Refunds go back the way you paid. M-Pesa refunds go to the number that made the payment, and we don’t refund to a different number, which protects you against fraud. Card refunds go back to the same card.
  • New products come with the manufacturer’s warranty where one applies. Warranty covers manufacturing faults. It doesn’t cover drops, liquid damage, modified firmware, repairs by others, or normal wear and tear.
  • Digital products have their own rules, set out in section 6.

6. Digital products: gift cards, top-ups and game keys

This section covers anything we deliver as a code instead of a physical item. That includes PlayStation, Xbox and Roblox gift cards, PUBG Mobile UC and other in-game currency, and PC game keys. Where this section differs from the rest of these terms, this section applies to digital products.

Choose the right region

Most gift cards and game keys only work in one region. A US PlayStation card, for example, only works on a US PlayStation account. You choose the region when you order, so check it matches the account you’ll use it on before you pay. We can’t refund or exchange a code because the wrong region was chosen.

How codes are delivered

  • Codes are sent to the email address on your order after your payment is confirmed. If you can’t find it, check your spam folder.
  • We send codes during our business hours: Monday to Friday 8:00 AM to 8:00 PM, and Saturday 9:00 AM to 7:00 PM. Orders paid for while we’re closed are sent when we next open.
  • If your code hasn’t arrived by the end of the next business day, WhatsApp us with your order number.

Treat your code like cash

Once we’ve sent you a code, anyone who has it can use it. Don’t share it or post it online. We can’t replace codes that are lost, shared, stolen or redeemed by someone else after we’ve delivered them.

Refunds on digital products

  • Before we send your code, you can cancel for a full refund. Contact us as soon as possible.
  • Once a code has been sent, it can’t be returned, exchanged or refunded, whether or not you’ve redeemed it. We can’t take a delivered code back or sell it again.
  • The only exception is a faulty code, explained below.

Faulty or invalid codes

If a code doesn’t work the first time you try to redeem it:

  1. Tell us within 48 hours of receiving it.
  2. Send us your order number and a screenshot of the error message from the platform, for example the PlayStation Store or Microsoft Store.
  3. We’ll check the code with our supplier. If it’s confirmed faulty and was never redeemed, we’ll replace it or refund you in full.

A code isn’t faulty if it fails because the wrong region was chosen, because of a restriction on your account, or because someone else redeemed it after we delivered it.

PC game keys

  • Game keys are activated on the platform named on the product page, such as Steam or the EA app. You’ll need an account on that platform.
  • Check the system requirements before you buy. We can’t refund a key because a game won’t run on your computer.
  • Some games need a separate download, updates or an internet connection to play. The publisher controls these, not us.

Platform rules

Gift cards and games are also covered by the rules of the company that issues them, such as Sony, Microsoft, Roblox, Tencent, Valve or EA. Those companies decide how their balances, games and accounts work, including bans and restrictions. We’re an independent retailer and aren’t affiliated with or endorsed by them. Their names and logos belong to them.

Prices of digital products

Gift card prices are set in KES and can change with exchange rates. You pay the price shown at checkout when you place your order.

7. When we may cancel an order

We may cancel an order and refund you in full if:

  • the product is out of stock or our supplier can’t provide it;
  • there was a clear error in the price or description;
  • we reasonably suspect fraud, or we can’t verify the payment.

If we cancel your order, we’ll tell you why where we can.

8. Our responsibility to you

  • We’re responsible for supplying what you ordered as described and in good condition, and for loss or damage that is a foreseeable result of us breaking these terms or being careless.
  • We’re not responsible for losses that weren’t foreseeable, or for business losses such as lost profits.
  • We’re not responsible for delays or failures caused by events outside our control, such as courier disruptions or M-Pesa, network or platform outages.
  • Our total responsibility for an order is limited to the amount you paid for it, except where Kenyan law doesn’t allow this limit.

9. Your privacy

We use your personal information as described in our Privacy Policy.

10. Changes to these terms

We may update these terms from time to time and will change the date at the top of this page when we do. The version on this page when you place an order is the one that applies to that order.

11. Law and disputes

These terms are governed by the laws of Kenya. If something goes wrong, please contact us first, because most problems can be sorted out quickly on WhatsApp. If we can’t resolve it together, you can take the matter to the Competition Authority of Kenya or the Kenyan courts.

12. Contact us

  • WhatsApp: +254 706 414 113
  • Email: [email protected]
  • Shop: Ground floor, Shop 12, Kenyatta Avenue, CBD, Nakuru