Effective Date: 1/10/2025

1. Overview

Thank you for shopping at Kemata Hardware.

If you are not entirely satisfied with your purchase, we are here to assist.
Our return and refund window is 10 days from the date of purchase.
If more than 10 days have passed, we cannot offer a refund or exchange.

2. Eligibility for Returns

To qualify for a return:

  • The item must be unused, in its original condition, and in the original packaging.
  • Proof of purchase (receipt or invoice) must be presented.

Important: Do not send your purchase back to the manufacturer. All returns must be processed directly through Kemata Hardware.

3. Non-Returnable Items

Some items cannot be returned, including:

  • Gift cards / vouchers
  • “Winning gifts” or promotional items
  • Health, sanitary, and personal care products
  • Custom or cut-to-size items (e.g., timber cut to size, custom paint color mixing, electrical cables cut per meter)
  • Tools, equipment, or machinery that have been used, installed, or show signs of operation

4. Partial Refunds (if applicable)

A partial refund may be issued if:

  • The item is damaged, missing parts, or not in its original condition due to reasons not related to us
  • The return request is made after the 10-day window but falls under an approved exception

5. Refund Process

Once we receive and inspect your returned item:

  1. We will notify you that we have received your return.
  2. We will inform you of the approval or rejection of your refund.

If approved, your refund will be processed within 7–14 working days and returned to your original payment method (cash, M-Pesa, or card).

6. Late or Missing Refunds

If you haven’t received a refund after 14 days:

  1. Check your bank or M-Pesa account again.
  2. Contact your bank or M-Pesa provider — processing times vary.
  3. If still unresolved, reach us at:

📧 info@kemata.co.ke
☎️ (+254) 740 688 785

7. Sale or Discounted Items

Only regular-priced items are eligible for refunds.
Sale, discounted, or clearance items are not refundable.

8. Exchanges

We only replace items if they are:

  • Defective
  • Damaged
  • Malfunctioning under normal use

To request an exchange, contact:

📧 info@kemata.co.ke
☎️ (+254) 740 688 785

9. Return Shipping / Drop-Off

To return your product, deliver or send it to:

📍Green Shopping Centre, Ground Floor James Gichuru Road, Nairobi

You will be responsible for:

  • Shipping or courier costs (non-refundable)
  • Ensuring the item is securely packaged

For expensive or heavy items, we recommend using a trackable courier service.

Kemata Hardware is not responsible for lost return shipments.

10. Gifts

  • If the item was marked as a gift and shipped to you directly, you will receive store credit for the value of the item once returned.
  • If it wasn’t marked as a gift, or the gift giver had the item delivered to themselves, the refund will be issued to the original purchaser.

Need Help?

For any refund or return questions, contact us:

📧 info@kemata.co.ke
☎️ (+254) 740 688 785