POLICY
Refund Policy
Last updated: 28 April 2026
Thank you for shopping with Astumark Stores Limited. We want every customer to buy with confidence, whether you are ordering a power tool, machinery item, electrical product, or workshop equipment. If something is not right with your order, this policy explains how returns, exchanges, replacements, and refunds are handled at Astumark.
1. Return Time Limits
For change-of-mind issues, unsuitable purchases, or accidental wrong selection, return requests should be made within 7 days of delivery or collection. If a product arrives damaged, defective, incomplete, or different from what was ordered, the issue should be reported as soon as possible and preferably within 48 hours of receiving the item. Claims made long after delivery may be harder to verify and may be declined.
2. Conditions for an Approved Return
To qualify for a normal return or exchange, the item should be unused, in clean condition, and returned with its original packaging where available. Manuals, accessories, attachments, and proof of purchase should also be included. Astumark may refuse returns where the item shows clear signs of use, installation, tampering, or missing parts.
3. Items That May Not Be Returnable
Certain products may not be eligible for ordinary returns unless they are confirmed to be faulty on arrival. These may include used cutting discs, saw blades, chains, drill bits, belts, consumables, opened electrical components, special-order items, custom-cut items, and clearance or final-sale stock where clearly indicated. For hygiene and safety reasons, some opened protective items may also not be accepted for return.
4. Tools, Machinery, and Technical Equipment
For petrol, diesel, electrical, solar, or installation-sensitive products, Astumark may request photos, short videos, technician reports, or other supporting details before approving a return. Products damaged by misuse, incorrect installation, wiring errors, overloading, poor handling, lack of maintenance, environmental exposure, or unauthorized repair are not considered normal refundable defects.
5. How to Start a Return
To start a return, exchange, or complaint review, contact Astumark with your order details, phone number, and a clear explanation of the issue. Where relevant, include photos, videos, payment confirmation, or delivery details. Astumark will review the request and advise whether the item should be returned to the shop, inspected first, or handled through replacement or support assistance.
6. Exchanges
If the issue qualifies and replacement stock is available, Astumark may offer an exchange. If the exact item is not available, we may offer a similar alternative, store assistance, or a refund review depending on the product and the situation.
7. Return Delivery Costs
Where a customer is returning an item for change-of-mind reasons, return transport or courier costs may be the customer's responsibility. Where the issue is confirmed to be a genuine wrong item, damaged-on-arrival item, or verified defect, Astumark may assist with reasonable return arrangements or collection guidance depending on the case and location.
8. Refund Processing
If a refund is approved, Astumark will process it using an appropriate method based on the original transaction where reasonably possible. M-Pesa payments may be refunded to the relevant number used in the transaction or another agreed number after verification. Depending on the payment channel, refund timing may vary and can take a few business days after approval.
9. Order Cancellations
Orders may be cancelled before dispatch or confirmed handover, subject to payment status and order preparation stage. If an order has already been released, shipped, or handed over for delivery, the normal return review process may apply instead of an immediate cancellation.
10. Inspection and Final Decision
All returned products are subject to inspection before a final refund, exchange, or replacement decision is made. Astumark reserves the right to decline a claim where the product condition, timing, evidence, or usage history does not support the request.
11. Warranty Matters
Where a product issue arises after use and falls outside the immediate return window, it may be treated as a warranty matter rather than a direct refund matter. Warranty support depends on the product, brand, supplier terms, and the nature of the fault. Astumark can help guide customers through the review process where applicable.
12. Contact Astumark
For return, exchange, or refund support, please contact the Astumark team using the details below.
Email: astumarkstoresltd@gmail.com
Call/WhatsApp: +254713039843
Hours: Mon - Sat: 8:30 AM - 7:00 PM EAT
Sun: Closed
Address: River Road, Menengai House 1 Opposite Rubis Petrol Station, 2nd floor Shop C8, Nairobi, Kenya