Refund & Returns Policy – Pejam Tools & Equipment

Effective Date: September 26, 2026

Website: https://pejamtools.co.ke

At Pejam Tools & Equipment, customer satisfaction is our priority. We take pride in supplying high-quality tools and equipment. If you are not entirely satisfied with your purchase, we are here to make the return and refund process simple, quick, and hassle-free.

1. Key Policy Highlights

  • Return Window: 7 days from the date of delivery or store collection.

  • Return Fee: 0 Ksh (Free returns — absolutely no restocking fees).

  • Refund Processing Time: Within 3 business days upon receiving and inspecting the returned item.

  • Return Methods: In-store return or nationwide courier return.

2. Return Eligibility Criteria

To be eligible for a return and refund or exchange, please ensure that:

  1. The item was purchased within the last 7 days.

  2. The item is in its original condition, unused, unwashed, and undamaged.

  3. The item includes all original packaging, user manuals, accessories, and promotional attachments.

  4. You have the original purchase invoice, receipt, or order number from pejamtools.co.ke.

3. Non-Returnable Items

For safety, hygiene, and technical reasons, the following items cannot be returned unless they arrive defective or damaged:

  • Consumables or single-use supplies (e.g., opened drill bits, saw blades, welding electrodes, or oils/lubricants).

  • Custom-ordered or specially modified machinery and tools.

  • Items damaged due to improper operation, unauthorized repairs, or normal wear and tear.

4. How to Initiate a Return

You can return your item through either of the following two options:

Option A: Return at Our Nairobi Store (Free & Immediate)

Visit our shop directly during business hours with your item and purchase receipt for an instant evaluation and exchange or refund initiation:

  • Address: Millennium Building, First Floor, Room F9, Duruma Road, Nairobi, Kenya

  • Hours: Monday to Saturday, 7:00 AM – 8:00 PM

Option B: Courier Return (Nationwide)

  1. Contact Support: Reach out to us via phone (+254 726 252 173) or email (info@pejamtools.co.ke) stating your order number and the reason for return.

  2. Pack Your Package: Securely pack the item with its original packaging and accessories.

  3. Dispatch Item: Send the item via our designated courier service to our Nairobi store location. If the return is due to an error on our part (damaged, wrong item, or defective tool), we will cover the return shipping costs.

5. Refund Process & Timelines

  • Inspection: Once we receive your returned item, our technical team will inspect it within 24 hours.

  • Approval & Processing: Upon approval, your refund will be processed swiftly within 3 business days.

  • Refund Channels: Refunds will be issued via M-Pesa or direct bank transfer to the account/phone number used during purchase.

6. Exchanges & Damaged / Defective Goods

If your package arrives damaged during transit or if you receive a defective item:

  1. Notify our delivery courier immediately or contact us within 24 hours of delivery.

  2. We will arrange a free direct exchange or issue a full refund, including delivery fees.

7. Contact Support for Returns

If you have questions regarding your return status or need assistance:

  • Phone / WhatsApp: +254 726 252 173

  • Email: info@pejamtools.co.ke

  • Store Location: Millennium Building, 1st Floor, Room F9, Duruma Road, Nairobi

  • Website: https://pejamtools.co.ke