Return & Refund Policy
We want you to be fully satisfied with your purchase. If something is not right, we are here to help. This policy explains when and how you can return an item and receive a refund.
Return window
You may request a return within 7 days of receiving your item, provided it is unused, in its original packaging, and with all accessories, manuals, and the receipt or proof of purchase.
Items eligible for return
- Faulty, damaged, or defective on arrival (DOA) items
- Items materially different from what was ordered
- Unused items in original, resalable condition
Items that cannot be returned
- Items that have been used, installed, or show signs of wear
- Consumables (for example drill bits, blades, abrasives) once opened
- Items missing original packaging, accessories, or proof of purchase
Order cancellations
You may cancel an order before it has been dispatched at no cost. If the order has already been dispatched, our standard return process applies.
How to start a return
- Contact us within 7 days at +254 708 777192 or info@powertoolsplugke.co.ke with your order number and a photo of the item.
- We will confirm eligibility and share return instructions.
- Return the item to our shop at Magomano House, Tom Mboya Street, or through the courier we advise.
- Once we receive and inspect the item, we will notify you of the outcome.
Return shipping costs
If the return is due to our error (wrong, faulty or damaged item), we cover the return shipping cost. For other returns, the return shipping cost is met by the customer.
Refunds
Approved refunds are processed to your original M-Pesa number (or the payment method used) within 3 to 5 business days of approval. Original delivery charges are non-refundable unless the return is due to our error.
Items damaged in transit
Please inspect your order on delivery. If an item arrives damaged, contact us within 48 hours with photos so we can arrange a replacement or refund.
Faulty items and warranty
Warranty information is provided on the applicable product page and is subject to the manufacturer’s warranty terms where applicable. For warranty claims outside the return window, contact us and we will help you liaise with the manufacturer or authorised service centre.
Exchanges
Prefer a replacement instead of a refund? We are happy to exchange an eligible item for the same product or another of equal value, subject to stock.
Contact
For all returns and refunds: +254 708 777192, info@powertoolsplugke.co.ke.
Last updated: July 2026