Returns & Refund Policy
At Powerstores, we aim to supply customers with the correct products in good working condition. Please review this policy before placing an order.
Change of Mind
Powerstores does not accept returns or offer refunds simply because a customer has changed their mind after purchasing or receiving the correct product.
We therefore encourage customers to confirm product specifications, compatibility and suitability before completing a purchase. Our team is available to assist customers in selecting suitable solar equipment before ordering.
Wrong Item Delivered
If Powerstores delivers an item that is different from the product ordered, please contact us within 48 hours of delivery.
Once the error has been confirmed, we will arrange for the incorrect item to be exchanged for the correct product at no additional product cost to the customer.Where the return is due to an incorrect item supplied by Powerstores or a confirmed product defect upon delivery, Powerstores will cover the reasonable return transport costs. Where a return is not due to an error or confirmed defect by Powerstores, any applicable transport costs will be borne by the customer.
Faulty or Defective Products
If a product is found to be faulty or defective upon delivery or immediately after receipt, please contact Powerstores within 48hrs of receiving the product.
The product may need to be inspected or tested to confirm the fault. Where a genuine product defect is confirmed, Powerstores will arrange an appropriate replacement, repair or other remedy in accordance with the applicable warranty and Kenyan consumer law.
Return Method
Approved returns may be returned directly to our shop or sent back to us via Speedaf. Customers should contact Powerstores before returning an item so that we can confirm eligibility and provide the appropriate return instructions.
Where the return is due to a confirmed defect upon delivery or an incorrect item supplied by Powerstores, Powerstores will cover reasonable return transport costs. In other cases where a return is accepted, applicable transport costs will be borne by the customer.
Products Not Eligible for Return
Products generally cannot be returned where:
- The customer has simply changed their mind.
- The product has been damaged through misuse, improper installation, negligence or incorrect handling.
- The product has been altered, modified or tampered with after delivery.
- Damage results from using the product outside its stated specifications or intended application.
These exclusions do not limit any rights or remedies a customer may have under applicable Kenyan consumer law.
Reporting a Problem
Customers reporting an incorrect or faulty product should provide their order details and, where appropriate, photographs or other information that helps us assess the issue.
Please retain the product, packaging and supplied accessories until the matter has been assessed.
Refunds
Where a refund is determined to be the appropriate remedy, it will be processed after the returned product and circumstances of the claim have been assessed.
Once a refund has been approved, Powerstores will process the refund within 7 business days. The time taken for the funds to reflect may vary depending on the original payment method or payment provider.
Contact Us
For returns, incorrect deliveries or product-related concerns, please contact Powerstores:
Phone: 0740144690
Email: powerstoreslimited@gmail.com
