HomesKitsPro.com | Effective Date: 1 June 2026

Our Commitment

At HomesKitsPro, we want you to be completely satisfied with every purchase you make. If for any reason you are not happy with your order, we are here to help. Please read this policy carefully before making a purchase so you understand your rights and our process.

1. Return Eligibility Window

You may return an item within 14 days of the delivery date. To qualify for a full refund, the following conditions must be met:

  • The item is in its original, unused condition
  • The item is in its original packaging with all accessories, manuals, and tags included
  • You have proof of purchase (order confirmation email or receipt)
  • The item has not been installed, altered, used, or damaged after delivery

Restocking Fees: Items returned within the 14-day window that have opened packaging but are otherwise unused will incur a fixed 20% restocking fee deducted from the final refund amount to cover processing and repackaging costs.

2. Non-Returnable Items

The following items cannot be returned or refunded unless they arrive damaged or faulty:

  • Items that have already been installed (e.g. water heaters, bathroom fittings, wall-mounted brackets)
  • Items that show clear signs of wear or use
  • Perishable or consumable products (e.g. cleaning tablets, chemicals)
  • Items purchased on final sale or clearly marked as non-returnable at the time of purchase
  • Items that have been altered or tampered with after delivery

3. Damaged, Defective, or Faulty Items

If your item arrives damaged, defective, or not as described, you must notify us within 72 hours of delivery by contacting us via:

Please include your order number, a clear description of the issue, and photographs of the damage or fault. For verified damaged or faulty items, we will arrange a replacement, repair, or full refund at no additional cost to you, and we will cover all associated logistics fees.

4. How to Initiate a Return

To start a return, follow these precise steps:

  1. Contact us within 14 days of delivery via WhatsApp or email (admin@homeskitspro.com).
  2. Provide your order number, the item(s) you wish to return, and the clear reason for the return.
  3. Our support team will review your request and respond within 2 business days with official return instructions.
  4. Once your return is approved, securely repack the item in its original packaging with all included components.
  5. Drop off or arrange delivery of the item to our dedicated return collection hub: Mbogo House, Ground Floor, Stall B3, Moi Avenue, Nairobi CBD.

Please note: Items sent back to our return hub without prior communication and approval from our team will not be processed for a refund.

5. Return Shipping Fees

  • Incorrect, Damaged, or Faulty Items: HomesKitsPro covers 100% of the return shipping cost. We will arrange the courier or reimburse you for the delivery cost.
  • Customer Remorse (Change of Mind / Wrong Size Chosen): The customer is fully responsible for paying the return shipping costs to our Nairobi hub.
  • We highly recommend using a trackable delivery service for returns, as we cannot issue a refund for items lost or severely damaged in transit back to us.

6. Refunds Processing Time

Once we receive and inspect your returned item at our hub, we will notify you of the inspection outcome within 3 business days. If your return is approved:

  • Refunds are processed within 7 business days of approval.
  • Refunds will be issued directly via your original payment method (M-Pesa business account reversal, card gateway refund, or bank transfer).
  • You will receive an automated email confirmation once the refund has been initiated from our system.
  • Please note that depending on your banking institution or mobile money provider, it may take 1–3 additional business days for the funds to reflect in your account balance.

7. Product Exchanges

If you would like to exchange an item for a different model, size, or variant, please contact us within 14 days of delivery. Exchanges are subject to active stock availability. If the replacement item is of a higher value, you will be required to settle the difference before dispatch. If it is of a lower value, we will refund the difference to you via your original payment method.

8. Order Cancellations

You may cancel your order at no cost before it has been dispatched by contacting us immediately via WhatsApp or email. If the order has already been handed over to our courier partners, it cannot be canceled in transit, and you must follow the standard customer remorse return process after delivery.

9. Warranty Facilitation

Many technical products sold on HomesKitsPro (such as solar systems, water pumps, and home appliances) come with a manufacturer’s warranty. Warranty periods vary by product and brand and are explicitly stated on the individual product listings. Warranty claims are handled directly through the manufacturer or their authorized service center in Kenya. HomesKitsPro will assist you in facilitating a warranty claim where possible.

10. Business Contact & Support Information

For all returns, refunds, or after-sales queries, please get in touch with our team:

  • Legal Business Operator: Homefix Kits Pro
  • Brand Platform: HomesKitsPro
  • Official Support Email: admin@homeskitspro.com
  • Primary Phone Support: +254 712 675537
  • Dedicated Business WhatsApp: +254 142 000227
  • Physical Package Hub: Mbogo House, Ground Floor, Stall B3, Moi Avenue, Nairobi CBD, Kenya
  • Business Hours: Monday – Saturday, 9:00 AM – 9:00 PM (EAT)

11. Policy Updates

HomesKitsPro reserves the right to update or amend this policy at any time. Any changes will be published on this page with an updated effective date. We encourage you to review this policy periodically.

This policy applies to all purchases made on homeskitspro.com and does not affect your statutory consumer rights under Kenyan law.

Need help?

Contact us at admin@homeskitspro.com for any specific questions related to refunds, returns, or order tracking windows.