HomesKitsPro.com | Effective Date: 1 April 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

You may return an item within 14 days of the delivery date, provided the following conditions are 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, used, or damaged after delivery

Items that do not meet these conditions may not be accepted for return or may be subject to a partial refund by incurring 20% of the item cost.

2. Non-Returnable Items

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

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

3. Damaged 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. We will arrange a replacement, repair, or full refund at no additional cost to you.

4. How to Initiate a Return

To start a return, follow these steps:

  1. Contact us within 14 days of delivery via WhatsApp (+254 746 334 492) or email (support@homeskitspro.com)
  2. Provide your order number, the item(s) you wish to return, and the reason for the return
  3. Our team will review your request and respond within 2 business days with return instructions
  4. Once your return is approved, securely repack the item in its original packaging
  5. Drop off or arrange delivery of the item to our Nairobi CBD location as instructed

Please contact us before sending an item back so we can provide you with the correct return instructions and ensure your refund is processed quickly.

5. Return Shipping Costs

  • If the item is faulty, damaged, or incorrectly sent, HomesKitsPro will cover the return shipping cost
  • If you are returning an item for any other reason (e.g. change of mind, wrong size chosen), the customer is responsible for return shipping costs
  • We recommend using a trackable delivery service for returns, as we cannot be held responsible for items lost in transit

6. Refunds

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

  • Refunds will be processed within 7 business days of approval
  • Refunds will be issued via the original payment method where possible (M-Pesa, card, or bank transfer)
  • You will receive a confirmation notification once the refund has been processed
  • Please note that depending on your bank or mobile money provider, it may take additional time for the funds to reflect in your account

If your return is not approved, we will contact you to discuss the options available.

7. Exchanges

If you would like to exchange an item for a different model, size, or colour, please contact us within 14 days of delivery. Exchanges are subject to stock availability. If the replacement item is of a higher value, you will be required to pay the difference. If it is of a lower value, we will refund the difference.

8. Order Cancellations

You may cancel your order before it has been dispatched by contacting us immediately via WhatsApp or email. If the order has already been dispatched, you will need to follow the standard returns process once it is delivered.

9. Warranty

Many products sold on HomesKitsPro come with a manufacturer’s warranty. Warranty periods vary by product and brand and are stated on the individual product listings where applicable. Warranty claims are handled directly through the manufacturer or their authorised service centre. HomesKitsPro will assist you in facilitating a warranty claim where possible.

10. Contact Us

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

  • WhatsApp: +254 746 334 492
  • Email: support@homeskitspro.com
  • Website: homeskitspro.com/contact-us
  • Location: Nairobi CBD, Nairobi, Kenya
  • Business Hours: Monday – Saturday, 9:00 AM – 9:00 PM

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 support@homeskitspro.com for questions related to refunds and returns.