Our Commitment
We want you to be happy with every purchase. If something arrives damaged, defective, or is not what you ordered, we will make it right. This policy explains how.
7-Day Returns for Defective or Damaged Items
If your product arrives damaged, faulty, or defective, you have 7 days from the date of delivery to report the issue and request a return.
How to Report an Issue
- Contact us on WhatsApp (+254 705 555 771) within 7 days of receiving your order
- Share a clear photo or video showing the problem
- Include your name and order details
- Our team will review and respond within 24 hours
For Nairobi Deliveries
We strongly recommend inspecting your items when our rider arrives. If you notice any damage or defect immediately, our rider can facilitate an exchange on the spot (subject to stock availability).
For Upcountry and Parcel Deliveries
Please inspect your parcel as soon as it arrives. Report any issues within 7 days with photo or video evidence. All upcountry parcels include a video recorded before dispatch showing the product in working condition — this protects both you and us.
What We Will Do
When a valid issue is confirmed, we resolve it in this order:
- Replace with the same item (if in stock)
- Exchange for an equivalent product of equal value
- Repair under warranty (for appliances — see warranty section below)
- Refund via M-Pesa if none of the above options are possible
We cover all transport costs when the issue is our responsibility — you pay nothing extra.
Our Mistakes
If we sent the wrong item, wrong quantity, or missing parts — that is entirely on us. Contact us with a photo and we will dispatch the correct item immediately at our cost. You return the wrong item when the correct one arrives.
Warranty on Appliances — 1 Year
All electrical and mechanical appliances sold by Kisasahome carry a 1-year manufacturer warranty. This includes blenders, kettles, air fryers, water dispensers, microwaves, ovens, iron boxes, washing machines, fridges, cookers, vacuum cleaners, heaters, and fans.
What is Covered
- Mechanical failure during normal use (motor stops, gears break, moving parts fail)
- Electrical failure during normal use (faulty wiring, overheating, switch failure, power issues)
What is Not Covered
- Physical damage from drops, impacts, or accidents
- Misuse or using the product beyond its intended purpose or capacity
- Normal wear and tear (blades dulling, rubber seals degrading over time)
- Cosmetic damage that does not affect function (scratches, dents)
- Damage from power surges (we recommend using a surge protector)
- Unauthorised repair attempts
How the Warranty Process Works
- Contact us describing the fault
- Send a video showing the issue clearly
- We verify your purchase and that the product is within the 1-year warranty period
- Bring or send the product to us (we cover transport if the defect is confirmed)
- We send the product to the manufacturer for repair
- Manufacturer repairs and returns to us
- We return the repaired product to you
Timeline: 1 to 4 weeks depending on the nature of the repair and availability of parts. We will keep you updated throughout the process.
Product Quality Guarantee
All products sold by Kisasahome are expected to be of reasonable quality and fit for their intended purpose. If a product — whether an appliance or a non-electrical item — fails during normal use within a reasonable timeframe, contact us. We assess every case fairly and work to find a solution.
What We Cannot Accept Returns For
- Change of mind: If you received the correct product in good condition but simply changed your mind, we cannot accept a return. Please review product photos and descriptions carefully before ordering.
- Customer-caused damage: Products damaged through misuse, accidents, or failure to follow instructions are not eligible for return or warranty.
- Normal wear and tear: Products that have been used over time and show expected signs of use.
Refunds
Refunds are processed via M-Pesa. When a refund is approved, it is typically processed the same business day. Refund approval requires review by our team — our customer service representatives cannot approve refunds independently.
Contact Us
For any returns, warranty, or refund enquiries:
WhatsApp: +254 705 555 771
Email: info@kisasahome.co.ke
Visit: Maximum Business Centre, Shop MM13/14, Tsavo Road, Nairobi CBD
This policy was last updated on April 1, 2026.
