Return & Refund Policy

If something is not right with your order, we will put it right. This policy applies to every customer, needs no account or login to read, and sits alongside your rights under the Consumer Protection Act, 2012 and the Sale of Goods Act.

Your return window

You may return most items within 7 days of delivery or collection. This covers both faulty goods and change of mind: you do not have to prove anything is wrong with an item to return it, provided it meets the condition below.

Condition of returned items

The item should be unused and in its original packaging, with all accessories, manuals, warranty cards and any free gifts included. Items returned incomplete or with missing accessories may be refused, or may have the value of the missing parts deducted from the refund.

What we cannot accept

We cannot take back items that have been used, fitted, installed or altered, unless they are faulty. Consumables such as blades, drill bits, grinding discs and lubricants cannot be returned once opened, for hygiene and safety reasons. Items clearly marked non-returnable at the time of sale, and goods damaged through misuse, accident, incorrect voltage or by ignoring the manufacturer’s instructions, are also excluded.

How to start a return

Call or WhatsApp +254 708 777192, or email info@topnotchmall.co.ke, within the 7-day window. Give us your order number and, where the item is faulty, a photograph or short video of the problem. We will confirm whether the return qualifies and tell you which method applies before you send anything back.

Return method and who pays

You can return an item in one of three ways: bring it to our shop at Magomano House, Tom Mboya Street, Nairobi, Kenya, send it back through a courier of your choice, or ask us to arrange collection.

Reason for return	Who pays the return cost
Faulty, damaged in transit, not as described, or wrong item sent	We do
You changed your mind	You do
Restocking or handling fee	Never charged

Where the item is faulty, damaged, not as described or simply the wrong product, we also arrange collection at our expense. On change-of-mind returns the original delivery fee is not refunded.

Refunds and how long they take

Once the item reaches us we inspect it within 2 working days. When the return is approved we issue the refund to your original payment method within 3 to 7 working days.

Refund method	Time to arrive
M-PESA	1 to 3 working days
Card refund	5 to 7 working days
Bank transfer	3 to 7 working days

We email or message you at each step, and we do not deduct any fee from an approved refund.

Exchanges

If you would rather exchange an item than take a refund, say so when you start the return. Exchanges follow the same 7-day window and the same condition requirements. Where the replacement costs more, you pay the difference; where it costs less, we refund the difference by your original payment method.

Faulty goods and warranty

A fault that appears after the 7-day return window may still be covered by the manufacturer’s warranty, which on most power tools runs from six to twelve months and on many generators and solar products twelve months or more. See our Warranty Policy for how to make a claim. Your statutory rights in respect of faulty goods are not limited by this policy or by any warranty period.

Orders cancelled before dispatch

If you cancel before your order has been dispatched, we refund the full amount including any delivery fee, with no deduction.

If you are not satisfied

If you are unhappy with how a return has been handled, ask for the matter to be escalated to our shop manager on +254 708 777192. We aim to resolve every complaint within 5 working days.