- +254792 880966
- info@neematechnologies.co.ke
- Ruiru, Kenya
Effective Date: January 1, 2026
Business Name: NEEMA TECHNICAL ENTERPRISES LIMITED
Website: neematechnologies.co.ke
At Neema Technologies, we are committed to providing commercial-grade equipment and exceptional customer satisfaction. This Return and Refund Policy outlines our terms regarding returns, transport logistics, restocking fees, and refunds for products purchased directly from Neema Technical Enterprises Limited.
1. Eligibility for Returns
We accept return requests under the following conditions:
- The return request is initiated within 7 days from the date of delivery or installation.
- The equipment is in its original condition, unused, and accompanied by all included manuals, accessories, cue sticks, or fittings.
- Proof of purchase (official receipt, tax invoice, or M-Pesa transaction reference) is provided.
- Custom-Fabricated Items: Custom-built machinery (such as custom-branded Milk ATMs, specialized Reverse Osmosis plants, or bespoke stainless-steel units) is non-returnable unless defective or damaged upon delivery.
2. Non-Returnable Items
The following items are not eligible for return:
- Customized or custom-fabricated machinery after client sign-off.
- Digital products, software controllers, or SIM card subscriptions.
- Items marked as “Final Sale” or “As-Is” at the time of purchase.
- Consumables or wear-and-tear components after initial operation.
3. Return Shipping Costs & Restocking Fees
Return Transport Costs: The customer is responsible for all return shipping, freight, and transport costs to our workshop in Ruiru, Kenya, unless the return is due to a manufacturing defect or incorrect delivery.
Restocking Fee: A standard 10% restocking fee applies to approved returns of non-defective commercial equipment to cover inspection, re-testing, and administrative processing.
Defective or Incorrect Delivery: If the item arrives damaged, defective, or incorrect due to our error, Neema Technologies will cover 100% of the return transport costs and arrange repair, replacement, or refund at no additional cost.
4. Return Process
- Contact Support: Email our team directly at info@neematechnologies.co.ke or call +254 792 880 966 within the 7-day return window to request a Return Authorization.
- Prepare the Equipment: Ensure the machinery is safely packaged or secured for transit to prevent damage during transit.
- Dispatch: Transport the item to our official workshop address:Neema Technical Enterprises Limited, Ruiru, Kiambu County, Kenya.
5. Refund Process & Timeline
Refunds are processed under the following terms:
- Inspection & Verification: Once the returned item is received at our Ruiru facility, our engineering team will inspect it within 3 to 5 business days.
- Refund Method: Approved refunds will be issued to the original payment method (via M-Pesa, Bank Transfer, or Cheque) within 5 to 7 business days after inspection.
- Deductions: Applicable restocking fees (10%) and original shipping fees are non-refundable unless the return is due to a product defect.
6. Damaged or Defective Items
If your equipment arrives damaged during transit or fails to operate upon initial testing:
- Contact us immediately at info@neematechnologies.co.ke or +254 792 880 966 with photos/videos showing the issue.
- Our technical team will dispatch a technician for on-site repair, arrange a free replacement, or issue a full refund including transport costs.
7. Cancellation Policy
- Standard Orders: Orders for standard in-stock inventory may be canceled before dispatch for a full refund.
- Custom Fabrication: Orders for custom-manufactured equipment canceled after fabrication has commenced may incur a fee equal to the material costs incurred up to the cancellation date.
8. Contact Information & Business Address
For any questions regarding our Return and Refund Policy, please contact us through our official channels:
Physical Address / Workshop: Ruiru, Kiambu County, Kenya
Legal Entity Name: NEEMA TECHNICAL ENTERPRISES LIMITED
Website: neematechnologies.co.ke
Support Email: info@neematechnologies.co.ke
Phone / WhatsApp: +254 792 880 966
By shopping on neematechnologies.co.ke, you agree to this Return and Refund Policy. We reserve the right to modify or update this policy at any time, so please review it periodicaly.