Refunds and Returns Policy

At Ngong Hills Merchants, we value your satisfaction. Our refunds and returns policy ensures that every customer can shop with confidence, knowing they have a clear, simple process for returning products or requesting refunds. Whether you received a damaged item, an incorrect order, or simply changed your mind, we are here to help.

When You Can Use Our Refunds and Returns Policy

You can request a return or refund under the following conditions:

1. Damaged or Defective Products – Items that arrive broken, faulty, or not functioning as intended.

2. Incorrect Orders – Products delivered that do not match your order.

3. Change of Mind – Unused items in their original packaging may be returned (check product-specific rules).

Tip: Always inspect your delivery immediately to avoid delays in processing returns.

How to Request a Refund or Return

Follow these 5 easy steps under our refunds and returns policy:

1. Contact Our Support Team

   • Email: support@ngonghillsmerchants.com

   • Phone: +254 XXX XXX XXX

2. Provide Your Order Details
   Include your order number, product name, reason for return, and photos if the product is damaged.

3. Receive Return Instructions
   Our team will guide you with a return label or provide instructions for drop-off at the nearest Ngong Hills Merchants store or delivery hub.

4. Ship or Drop Off Your Item
   Safely package the item and follow the instructions provided by our team.

5. Receive Your Refund
   Refunds are processed within 5–7 business days after inspection and approval, using your original payment method. A confirmation email will be sent once your refund is complete.

Non-Returnable Items

Certain items cannot be returned for hygiene or safety reasons:

• Customized or special-order building materials

• Opened paint cans or chemicals

• Clearance or heavily discounted products

Always check the product page for non-returnable items before purchasing.

Shipping Costs for Returns

• Our error: If we sent a wrong or defective item, return shipping is free.

• Change of mind: Customers may be responsible for shipping costs.

Legal Compliance

Ngong Hills Merchants complies with Kenyan consumer protection laws, including the Consumer Protection Act, 2012, guaranteeing:

• Right to return defective goods

• Transparent and fair refund policies

• Timely resolution of complaints

Internal Linking Suggestions

• Product Pages – Customers can review product details before returning.

• Checkout Page – Remind buyers about our refunds and returns policy during checkout.

• Customer Support Page – Direct link for initiating returns.

Need a refund or want to return a product? Start your request here and follow our 5-step process for a hassle-free experience.