This Refund and Returns Policy was Last Updated: September 11, 2026
At Simton Power Tools Limited (“Simton Power Tools”, “we”, “us”, or “our”), we want you to be satisfied with your purchase. This Refund & Returns Policy explains our policy regarding defective products, exchanges, refunds, and the process for reporting a product issue.
By placing an order with us, you agree to the terms of this policy.
Eligibility for Returns
We accept returns for defective products only.
A product may qualify for a return where it:
- Is defective or faulty upon delivery or develops a fault covered by an applicable warranty;
- Is damaged during delivery;
- Is incorrect or different from the product ordered;
- Is incomplete or missing parts or accessories that were included with the order; or
- Qualifies for a return or other remedy under applicable consumer protection requirements.
All returns are subject to assessment by Simton Power Tools.
Change-of-mind returns are not accepted. Products that are working correctly and match the customer’s order are not eligible for return simply because the customer has changed their mind or no longer requires the product.
Reporting a Defective Product
If you believe that a product is defective, please contact us as soon as reasonably possible after discovering the issue.
Please provide:
- Your name and contact details;
- Order number or proof of purchase;
- Description of the fault or defect;
- Photographs or videos showing the issue, where applicable; and
- Any other information reasonably required to assess the claim.
Please do not attempt to repair, modify, dismantle, or alter the product before contacting us, as this may affect the assessment of the claim.
Inspection and Assessment
Returned products may be inspected and tested before a return, exchange, repair, or refund is approved.
We may request photographs, videos, testing information, or other reasonable evidence to help determine the nature and cause of the reported fault.
Some power tools, machinery, pumps, welding equipment, construction equipment, and other technical products may require additional testing, diagnosis, or inspection.
The outcome will depend on the nature of the fault, the product’s condition, applicable warranty terms, and applicable consumer protection requirements.
Exchanges
We accept exchanges for eligible defective products.
Where a product is confirmed to be defective, we may offer an exchange for:
- The same product, subject to availability; or
- An equivalent product where the original product is unavailable.
If the replacement product is unavailable, we may discuss an alternative resolution with the customer, which may include a refund where applicable.
An exchange is subject to the product being assessed and the defect being confirmed or otherwise qualifying for a remedy.
Refunds
Where a refund is approved, it will generally be processed after the returned product has been received and, where necessary, inspected or tested.
A refund may be provided where:
- A product is confirmed to be defective and a refund is the appropriate remedy;
- A suitable replacement or exchange is unavailable; or
- A refund is otherwise required under applicable law.
Where applicable, the refund may cover the purchase price of the affected product and eligible delivery charges.
Refund Method
Where reasonably possible, refunds will be made using the original payment method.
The time required for the refund to appear in the customer’s account may depend on the payment provider, bank, mobile-money service, or other payment method used.
We will communicate with the customer if an alternative refund method is required.
Warranty Claims
Some products sold by Simton Power Tools may be covered by a manufacturer’s or supplier’s warranty.
Where a warranty applies, its terms may specify:
- The warranty period;
- The components or defects covered;
- Conditions for making a claim;
- Warranty exclusions;
- Inspection or testing requirements; and
- The available remedy.
Customers should retain their proof of purchase and any warranty documentation supplied with the product.
Warranty claims will be handled in accordance with the applicable warranty terms and any rights provided by applicable law.
Products Not Covered
A product may not qualify for a return, exchange, repair, or refund where the reported problem results from circumstances such as:
- Misuse or negligence;
- Improper installation;
- Failure to follow the manufacturer’s instructions;
- Unauthorized modification or repair;
- Dismantling or alteration;
- Accidental damage;
- Abnormal operating conditions;
- Normal wear and tear; or
- Other damage or conditions not covered by an applicable warranty.
This section does not limit any mandatory consumer rights that cannot legally be excluded or restricted.
Return Condition
Where a return is approved, customers should return the product with, where applicable:
- All accessories and components;
- Manuals and documentation;
- Warranty documentation;
- Original packaging where reasonably available; and
- Proof of purchase.
Customers should package the product securely to prevent additional damage during transportation.
Return Shipping
Where a product is being returned because it has been confirmed to be defective, Simton Power Tools will make reasonable arrangements regarding the return.
Customers should contact us before sending a product back so that we can provide appropriate return instructions.
We may not accept products returned without prior authorization or without following the return instructions provided.
Products Damaged During Delivery
If a product is damaged during delivery, please contact us as soon as reasonably possible after receiving the order.
Where possible, customers should:
- Photograph the product and packaging;
- Retain the original packaging; and
- Provide photographs or other information showing the damage.
We will assess the reported issue and determine the appropriate resolution in accordance with this policy, any applicable warranty, and applicable consumer protection requirements.
Incorrect or Incomplete Orders
If you receive a product that is different from what you ordered, or an item or component included in your order is missing, please contact us as soon as reasonably possible.
After verifying the issue, we will determine the appropriate resolution, which may include supplying the correct product or missing item, arranging an exchange, or providing another appropriate remedy where applicable.
Refund Processing Time
We aim to process approved refunds as promptly as reasonably possible.
However, the time taken for a refund to reach the customer may depend on:
- The payment method;
- Payment provider;
- Bank or mobile-money service;
- Product return and inspection;
- Testing or diagnosis; and
- Other circumstances outside our reasonable control.
We will communicate with the customer where additional time is required to complete an assessment or refund.
Consumer Rights
This policy is intended to operate alongside, and not replace, any rights and remedies available to customers under applicable Kenyan consumer protection laws and regulations.
Nothing in this policy is intended to exclude, restrict, or limit a consumer right or remedy that cannot legally be excluded or limited.
Contact Us
For questions regarding returns, refunds, exchanges, defective products, or warranty claims, please contact us:
Simton Power Tools Limited
Email: info@simtonpowertools.co.ke | simtonpowertoolske@gmail.com
Phone: +254 708 333 704
Address: PR7H+XGX, Nairobi
Website: https://simtonpowertools.co.ke
Please include your order number or proof of purchase when contacting us about a specific order.
We will make reasonable efforts to assist you and resolve return, refund, exchange, and warranty-related concerns fairly and efficiently.