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:
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Damaged or Defective Products – Items that arrive broken, faulty, or not functioning as intended.
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Incorrect Orders – Products delivered that do not match your order.
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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:
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Contact Our Support Team
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Phone: +254 XXX XXX XXX
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Provide Your Order Details
Include your order number, product name, reason for return, and photos if the product is damaged. -
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. -
Ship or Drop Off Your Item
Safely package the item and follow the instructions provided by our team. -
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:
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Customized or special-order building materials
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Opened paint cans or chemicals
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Clearance or heavily discounted products
Always check the product page for non-returnable items before purchasing.
Shipping Costs for Returns
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Our error: If we sent a wrong or defective item, return shipping is free.
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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:
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Right to return defective goods
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Transparent and fair refund policies
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Timely resolution of complaints
Internal Linking Suggestions
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Product Pages – Customers can review product details before returning.
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Checkout Page – Remind buyers about our refunds and returns policy during checkout.
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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.