Policy” to “Returns and Exchanges Policy” — because there are no cash refunds, and the old title promised one in the name.
The short version
Check your appliance before the person delivering it leaves, or before you leave the shop. If something is wrong with it, tell us the same day and we will exchange it.
We do not take goods back because you changed your mind. Please be sure before you buy — we are happy to answer questions, send photographs and give you dimensions before you commit.
When we will exchange an appliance
Contact us within 1 day of receiving it if:
- It arrived damaged
- It is faulty or does not work as it should
- It is not the item you ordered — wrong model, size or colour
- Parts are missing that should have been in the box In any of those cases we will exchange it for the correct, working item.
What we do not take back
- Change of mind. Once an appliance has been sold it is not returned because you no longer want it, found it cheaper elsewhere, or changed your plans.
- Appliances damaged after delivery — misuse, accidents, power surges, or installation done badly by someone else.
- Appliances with missing serial numbers or broken security seals.
- Anything reported after the 1-day window, unless it is a manufacturer warranty matter (see below).
What we need from you
- The appliance in its original packaging, with all manuals, accessories and free items that came with it
- Proof of purchase — your receipt, or the M-Pesa message
- Photographs of the problem, if you can take them
How to tell us
Call or WhatsApp +254 790 713030, or email [email protected].
Tell us what you bought, when, and what is wrong with it. You do not need a reference number or any paperwork from us — just call.
We will arrange the exchange with you directly, including how the item gets back to us.
Exchanges, not cash refunds
We exchange faulty, damaged or incorrect appliances. We do not give cash or M-Pesa refunds.
If the exact replacement is out of stock, we will agree an alternative with you — another appliance to the same value, or a credit to use in the shop.
Manufacturer warranty
Most appliances we sell carry a manufacturer’s warranty. That warranty runs longer than the 1-day window above and covers faults that appear later in normal use.
The warranty terms are set by the manufacturer, not by us, and the length differs by brand and model. Ask us before you buy and we will tell you what the warranty is on that item.
If a fault appears while your appliance is under warranty, bring it to us or call us. We will help you make the claim with the manufacturer. The outcome is the manufacturer’s decision, but you do not have to deal with them alone.
Your rights under Kenyan law
Nothing in this policy takes away rights you have under Kenyan law, including the Sale of Goods Act and the Consumer Protection Act 2012. Goods must match how they were described to you and must be fit for ordinary use. If they are not, your rights under those laws apply whatever this page says.
Contact us
Phone / WhatsApp: +254 790 713030
Email: [email protected]
Address: Nyambene House, JKUAT Main Gate Road, near St Peters School, Juja Town, 01001
Governing law
This policy is governed by the laws of Kenya.