Refund policy

Last updated: 24 August 2025

Thank you for shopping with Power X Tools & Machinery (“we”, “our”, “us”). We want you to love your purchase. If something isn’t right, this policy explains how returns, exchanges, and refunds work.

1) Return Windows

  • Change-of-mind / wrong size / not suitable: Return within 14 days of delivery.
  • Damaged on arrival (DOA) or defective out of the box: Report within 48 hours of delivery and return within 7 days.
  • Warranty issues after use: Handled under the product’s warranty (see Section 7).

Returns received outside these windows may be declined.

2) Eligibility for a Return

To be eligible, items must be:

  • Unused, like new, and free from wear or installation marks.
  • In the original packaging with all manuals, accessories, and serial/IMEI labels intact.
  • Accompanied by a proof of purchase (order number, receipt, or delivery note).

Non-returnable items (unless DOA/defective):

  • Consumables (oils, grease, adhesives, sealants).
  • Wear parts used or installed (drill bits, saw blades, cutting discs, chains, belts).
  • Custom-cut items (hoses, cables, chains) and special orders.
  • Opened batteries, electronic control boards/components.
  • PPE once opened (earplugs, masks, gloves) for hygiene/safety reasons.
  • Clearance/“final sale” items (clearly marked at checkout).

3) Special Categories

Petrol/Diesel-powered equipment:

  • Must be unused and drained (no fuel or oil). Units with fuel residue, run time, or smell of petrol may be refused.
  • For any DOA claim, we may request a short diagnostic video and photos.

Solar & Electrical items:

  • Installation must be by a qualified technician. Damage from incorrect wiring, reverse polarity, overloads, or environmental factors isn’t a manufacturing defect.
  • Burnt boards/components are generally not eligible for return unless an official service report confirms a manufacturing fault.

Bulky/oversize machinery & freight returns:

  • Returns require original pallets/crating or equivalent protective packaging.
  • Where collection is needed, we’ll arrange a carrier; fees may apply (see Section 6).

4) How to Start a Return

  1. Request approval: Email support@powerxtoolske.com or WhatsApp/Call +254 719 553115 with your order number, photos/videos (if damaged/defective), and reason.
  2. Get an RMA: We’ll reply with a Return Merchandise Authorization (RMA) and return instructions.
  3. Pack securely: Use original packaging where possible. Include all accessories/manuals.
  4. Ship or handover:
    • Drop off at the address provided, or
    • Book pickup (fees may apply), or
    • Use your own insured courier (share tracking).

Returns sent without an RMA may be delayed or rejected.

5) Exchanges

  • If stock is available, we can exchange the item after inspection.
  • If not available, you may choose a refund or store credit.

6) Return Shipping Costs & Restocking

  • Change-of-mind returns: Customer pays return shipping. A restocking fee (0–10%) may apply for opened boxes or missing inner packaging.
  • DOA/defective items: We cover reasonable return shipping or arrange collection. No restocking fee.
  • Missing parts/damage caused by inadequate packing may incur deductions at cost.

7) Warranty (Post-Return Window)

  • Most products include a manufacturer warranty (terms vary by brand/product).
  • We’ll help coordinate assessment/repair/replacement per the manufacturer’s policy.
  • Warranty covers manufacturing defects only—not misuse, improper installation, lack of maintenance, normal wear, or environmental damage.

8) Refunds

  • After inspection, approved refunds are processed to your original payment method:
    • M-Pesa: Refund to the same number used at checkout.
    • COD (Cash on Delivery): Refund via M-Pesa or bank transfer (you’ll share details securely).
    • Card/Bank/Wallet: Refund to the same instrument.
  • Processing time: 2–5 business days after approval (your bank or mobile operator may take additional time to post funds).

9) Order Cancellations

  • You may cancel before dispatch for a full refund.
  • If already shipped, please follow the Return process.

10) Incorrect, Missing, or Damaged Items

  • Inspect your order upon delivery. If an item is wrong, missing, or damaged:
    • Note it with the rider/courier at delivery if possible.
    • Contact us within 48 hours with photos/video and your order number.
  • We’ll correct it with a replacement, missing parts, or refund.

11) Responsibility During Transit

  • Until we receive and inspect the return, the item is your responsibility.
  • We recommend tracked and insured shipping for your protection.

12) Contact Us

  • Email: support@powerxtoolske.com
  • Call/WhatsApp: +254 719 553115
  • Hours: Mon - Fri: 8:00 AM - 5:00 PM EAT
    Sat: 9:00 AM - 2:00 PM EAT
    Sun: Closed