Clear, fair and customer-friendly return policies.
Please review our return conditions before submitting a request.
Products may be returned within 7 days after delivery, provided they meet our return conditions.
Returned items must be unused, undamaged, unopened where applicable, and in original packaging.
Customers must provide order details, receipt, invoice or payment confirmation before return approval.
These items may qualify for return after inspection.
If the product delivered is different from what you ordered, it qualifies for replacement or refund.
Products damaged during delivery should be reported immediately upon receipt.
Faulty or defective products may be returned after confirmation by our customer service team.
Some products cannot be returned due to handling, safety or usage conditions.
Opened paints, adhesives, waterproofing products and chemicals cannot be returned once used or unsealed.
Cement, aggregates, blocks, sand and similar materials cannot be returned after use or unloading damage.
Special orders, cut materials, customized items or bulk orders prepared specifically for a customer may not be returnable.
Follow these steps to submit your return request.
Reach us by phone, email or contact form.
Provide your order number, item name and reason.
Our team reviews the product condition.
Approved returns proceed to refund or exchange.
Approved refunds are processed using the original payment method where possible. M-Pesa refunds may be sent to the phone number used during purchase.
Refund processing may take 1 to 5 working days depending on verification, product inspection and payment method.
Delivery charges may not be refundable unless the return is caused by a Josmo Industries delivery error.