Frequently Asked Questions
Everything you need to know about our Ex-UK premium phones and Lipa Pole Pole payment plans.
Are Ex-UK phones safe to use?
Yes, absolutely. All TrueWave Ex-UK smartphones are professionally tested, inspected, and certified to meet the highest quality standards. Each device is fully functional, reliable for daily use, and backed by our comprehensive 12-month warranty.
What are Ex-UK phones?
Ex-UK smartphones are Grade A+ quality smartphones sourced directly from the United Kingdom and other international markets. Unlike used or secondhand phones, Ex-UK devices are fully functional, quality-certified, and covered by warranty.
Are the devices unlocked and compatible with all networks?
Yes. All TrueWave Ex-UK smartphones are factory unlocked and compatible with all major mobile networks in Kenya, including Safaricom, Airtel, and Telkom. You can use any SIM card without restrictions.
Do Ex-UK phones look new? What condition should I expect?
TrueWave Ex-UK smartphones are in excellent to near-new condition. Screens, buttons, cameras, and batteries are fully functional and quality-checked for optimal performance.
How do I qualify for Lipa Pole Pole?
To qualify for our Lipa Pole Pole payment plan, you need a valid National ID and a 6-month M-Pesa statement showing consistent transaction history. Approval is subject to verification and affordability assessment by our team.
What does the 12-month warranty cover?
Our 12-month warranty covers manufacturer defects that affect the normal functionality of the phone. It does not cover damage caused by the user, including accidental damage, liquid damage, loss, or theft.
When do I get my phone?
TrueWave offers same-day delivery within Nairobi County and Kiambu County for orders placed before 5 PM. For other major towns in Kenya, delivery typically takes 24 hours.
What happens if I change my mind?
We offer a 48-hour return policy, no questions asked. If you're not satisfied with your Ex-UK phone, you can return it within 48 hours of purchase for an exchange or refund.
Do Ex-UK phones come with accessories?
Our Ex-UK phones do not come with accessories. However, you'll receive the phone in excellent working condition, fully tested and ready to use with its charger.
Still have questions?
Our support team is available 24/7 to help you with your application, device queries, or any other concerns.