Delivery & Return Policy

At Toolstopia, we are committed to your satisfaction and delivering authentic, high-quality power tools and hardware products.

Delivery & Inspection

Please inspect your order upon delivery. If you notice any issues with your delivery, contact us immediately at 0719 261277 or info@toolstopia.co.ke.

Return & Exchange Eligibility

We accept returns and exchanges within 7 days of delivery for:

  • Defective or damaged products
  • Wrong item delivered
  • Missing parts or accessories
  • Products not matching the description on our website
  • Change of mind or unwanted items (conditions apply)

Return Conditions

To qualify for a return or exchange:

  • Contact us within 7 days of receiving your order
  • Product must be in original packaging with all accessories, manuals, warranty cards, and labels intact
  • Product must be unused and in resalable condition
  • Original receipt or proof of purchase required
  • Product must not show signs of installation, wear, or use

Return Categories

Type 1: Defective/Incorrect Products (Our Responsibility)

For defective items, wrong items delivered, or missing parts:

  • We cover return shipping costs
  • Full refund including original shipping fees
  • No restocking fee
  • Processed within 24 hours
  • Free replacement shipping

Type 2: Non-Defective Returns (Change of Mind)

For unwanted items or change of mind:

  • Customer pays return shipping (estimated KES 300-500)
  • Original shipping fees are non-refundable
  • 10% restocking fee applies
  • Product must be completely unused in original sealed packaging
  • All accessories, manuals, and warranty cards must be included
  • Must be initiated within 7 days of delivery
  • Contact us before returning to receive return authorization

To minimize unnecessary returns: We encourage customers to contact us at 0719 261277 before purchasing if you have questions about product specifications, compatibility, or suitability for your needs.

How to Initiate a Return

Step 1: Contact Us

  • Phone: 0719 261277
  • Email: info@toolstopia.co.ke
  • Website: www.toolstopia.co.ke

Call Center Hours:

  • Weekdays: 6:00 AM – 6:00 PM (Monday – Friday)
  • Weekends: 7:00 AM – 4:00 PM (Saturday – Sunday)

Step 2: Provide Information

When contacting us, please have ready:

  • Order number
  • Clear photos of the item (if defective/wrong item)
  • Detailed description of the issue or reason for return
  • Original receipt or order confirmation

Step 3: Approval

Our team will review your request and respond within 24 hours during business days with:

  • Return authorization number
  • Return shipping instructions
  • Expected timeline for replacement or refund
  • Applicable fees (if any)

Step 4: Ship the Return

  • Pack the item securely in its original packaging
  • Include all accessories, manuals, and warranty documentation
  • Include return authorization number on the package
  • Follow the provided return shipping instructions
  • Use trackable shipping method (recommended)

Refund Process

Inspection: Returns are inspected within 2-3 business days of receipt at our facility

Notification: You will receive email confirmation once your return has been:

  • Received at our warehouse
  • Inspected and approved/rejected
  • Processed for refund

Refund Timeline:

  • Approved refunds are processed within 7-14 business days from the date of approval
  • Refunds are issued to your original payment method (M-Pesa, Bank Transfer, Card, etc.)
  • You will receive a confirmation email once the refund has been initiated

Refund Amount:

For Defective/Incorrect Items:

  • Full purchase price
  • Original shipping fees refunded
  • Return shipping costs covered by us

For Change of Mind Returns:

  • Purchase price minus 10% restocking fee
  • Original shipping fees are non-refundable
  • Return shipping costs deducted from refund (or paid by customer)

Exchange Process

For defective or incorrect items, we offer:

  • Direct Replacement with the same product (subject to stock availability)
  • Exchange for a different product of equal or greater value (price difference applies)
  • Full Refund if replacement is unavailable or you prefer not to exchange

For change of mind exchanges:

  • Standard restocking fee applies
  • Customer covers shipping costs both ways
  • Price difference applies for different products

Approved exchanges are processed and shipped within 24-48 hours of receiving your returned item.

Shipping Costs

Returns due to our error (defective item, wrong item shipped, missing parts):

  • We cover return shipping costs
  • Replacement ships to you free of charge
  • Full refund of original shipping fees

Returns due to change of mind or customer preference:

  • Customer covers return shipping costs (estimated KES 300-500)
  • Customer covers shipping for replacement item
  • Original shipping fees are non-refundable

Non-Returnable Items

We cannot accept returns for:

  • Items returned after the 7-day return window
  • Products damaged due to misuse, improper installation, or incorrect application
  • Items without original packaging, labels, or missing accessories
  • Products showing signs of use, installation, or wear
  • Products with broken seals (unless defective)
  • Customized or special-order products
  • Clearance or final sale items (clearly marked on product pages)
  • Consumable items (blades, bits, sandpaper, adhesives, etc.) once packaging is opened
  • Electrical items that have been installed or connected to power

Defective Products & Quality Issues

If you receive a defective product:

  • Contact us immediately at 0719 261277 or info@toolstopia.co.ke
  • Provide photos/videos demonstrating the defect
  • We will arrange for immediate replacement or full refund
  • Return shipping costs will be covered by Toolstopia
  • No restocking fee applies

Wrong Item Delivered

If we shipped the wrong product:

  • Contact us within 7 days at 0719 261277 or info@toolstopia.co.ke
  • Keep the item in its original, unopened packaging
  • We will arrange pickup and deliver the correct item at no extra cost
  • Full refund available if you prefer not to wait for the correct item
  • No fees or charges apply

Manufacturer Warranty

Many of our products come with manufacturer warranties from brands like:

  • Makita
  • Bosch
  • INGCO
  • Total Tools
  • Honda
  • DeWalt
  • Black+Decker

For warranty claims:

  • Contact us for warranty claim assistance and documentation
  • We will provide guidance on contacting the manufacturer’s authorized service center
  • Warranty terms and duration vary by brand and product
  • Warranty details are included with your product documentation
  • Manufacturer warranties are separate from our return policy

Damaged During Shipping

If your item arrives damaged:

  • Do not accept the delivery if packaging is visibly damaged
  • If you’ve already accepted delivery, contact us immediately with photos
  • We will file a claim with the shipping company and send a replacement
  • No cost to you for shipping-related damage
  • Full refund or replacement provided

Customer Responsibilities

  • Inspect products immediately upon delivery
  • Report any issues within 7 days of delivery
  • Return items in original condition with all components
  • Obtain return authorization before shipping items back
  • Use adequate packaging when returning items to prevent damage in transit
  • Keep tracking information for return shipments
  • Items lost or damaged during return shipping without insurance are not our responsibility

Order Cancellations

Before Shipment:

  • Full refund available if order hasn’t been dispatched
  • Contact us immediately at 0719 261277 or info@toolstopia.co.ke
  • No cancellation fees apply

After Shipment:

  • Standard return policy applies once you receive the item
  • Shipping costs are non-refundable
  • May be subject to restocking fee depending on reason

Partial Returns

For orders with multiple items:

  • You may return individual items from your order
  • Each item must meet our return conditions
  • Refund will be issued for returned items only
  • Original shipping cost is not refundable for partial returns
  • Restocking fee applies per item for change of mind returns

Frequently Asked Questions

Q: Can I return an item if I simply changed my mind?
A: Yes, within 7 days. However, you’ll be responsible for return shipping costs and a 10% restocking fee will apply. The item must be unused in original packaging.

Q: How long do refunds take?
A: 7-14 business days after we receive and inspect your return.

Q: Who pays for return shipping?
A: We pay for defective or incorrect items. You pay for change of mind returns.

Q: Can I exchange instead of getting a refund?
A: Yes! Contact us to arrange an exchange.

Q: What if I lost my receipt?
A: Contact us with your order number or email confirmation – we can verify your purchase.

Contact Information

Toolstopia

Phone: 0719 261277
Email: info@toolstopia.co.ke
Website: www.toolstopia.co.ke

Call Center Hours:

  • Weekdays: 6:00 AM – 6:00 PM (Monday – Friday)
  • Weekends: 7:00 AM – 4:00 PM (Saturday – Sunday)

We strive to respond to all inquiries within 24 hours during business days.

Our Commitment

At Toolstopia, customer satisfaction is our priority. We stand behind the quality of our products and are here to ensure your experience is positive from purchase to delivery and beyond.

Last Updated: November 2025