General Terms of Return

  • Goods must have been purchased directly from Specialised Hardwares Ltd. at either the Nairobi or Mombasa Office.
  • Any goods that are short-supplied or incorrectly supplied must be reported within 24 hours of Collection or Dispatch.
  • A Goods Return Form must be filled out for all returned items.
  • To obtain a copy of the Goods Returns Form, please contact [email protected].
  • The completed form must include the original invoice, delivery note details, and the reason for the return.

Freight and Packaging

  • All freight for returned goods must be prepaid unless prior arrangements have been made.
  • Unapproved freight costs will be charged back to the sender.
  • Items must be complete, in their original packaging, and in saleable condition (no dirt, marks, or tape damage).
  • Goods must be packed using a method similar to how they were originally received.
  • All literature, paperwork, and instruction leaflets must be included in the return.

Fees and Processing

All goods returned to Specialised Hardwares Ltd are subject to a minimum 10% handling/restocking fee.
Once a return is approved, a SHL GRIN (Goods Received Inward Note) will be issued for further processing. Please note that the issuance of a GRIN or receipt of goods into the warehouse does not guarantee credit approval.

Non-Acceptance for Credit

Goods may be rejected for credit for any of the following reasons:
  • Returned after 7 days from the date of the invoice.
  • Returned without a Goods Returns Form.
  • Returned without original invoice details.
  • Items that were Specially Procured for the client.
  • Items purchased from the Clearance list.
  • Items that have been fitted, used, altered, or damaged.
  • Items where plastic shrink wrap or blister packaging has been opened.

Responsibility and Liability

Specialised Hardwares Ltd takes care to ensure correct supply but accepts no responsibility for the purchase or fitment of incorrect parts. The onus is on the purchaser to ensure parts are correct for their specific application. Any costs or damages resulting from the fitment of incorrect parts are entirely the responsibility of the purchaser or fitter.

Warranty Claims

The only exceptions to the general policy are genuine warranty claims, which must follow the standard return procedure.
  • Following manufacturer approval, the manufacturer may (at their discretion) repair, replace, or credit the goods.
  • Warranty items must be returned within the agreed time frame from the invoice date.

Refund Policy

  • Specialised Hardwares Ltd does not offer a money-back guarantee for any purchases.
  • If unsatisfied, customers may obtain credit for future use or exchange the products.
  • Customers are encouraged to check products prior to purchase to ensure they fit their needs.
  • No cash refunds will be issued for excess payments or returns.
  • Please ensure the exact amount is paid upon receiving the final Cash Sale, Invoice, or Statement.

By Management.
January 3rd 2026