Returns & Refunds Policy
Our Return Policy
We want you to be completely satisfied with your purchase. If you're not happy with your order, we accept returns within 7 days of delivery, subject to the conditions below.
Conditions for Returns
- Products must be unused, unopened, and in their original packaging
- Electrical and plumbing products must be unused and in their original packaging
- You must provide proof of purchase (order ID or receipt)
- Products must not be damaged due to misuse or improper handling
How to Initiate a Return
- Contact us at 0726 372 815 or info@kenhardware.co.ke with your order ID and reason for return
- We'll review your request and provide return instructions
- Pack the products securely in their original packaging
- Ship the products to the address we provide
Refund Process
Once we receive and inspect your returned items, we'll process your refund within 3-5 business days. Refunds are issued to the original payment method:
- M-Pesa: Refund sent to your M-Pesa account
- Card payments (Visa/Mastercard): Refund to your card
- PayPal: Refund to your PayPal account
Exchanges
If you received a damaged or incorrect product, we'll exchange it free of charge. Contact us immediately with photos of the product and we'll arrange a replacement.
Non-Returnable Items
- Used or installed electrical, plumbing, or tool products
- Products on clearance or final sale
- Gift cards
Shipping Costs for Returns
If the return is due to our error (wrong or damaged product), we'll cover the return shipping cost. For all other returns, the customer is responsible for return shipping costs.
For any questions about returns or refunds, please contact us.