Refund and Returns Policy

Return and Refund Policy

Thank you for shopping with Nematel Enterprises Limited. We want to ensure you have a rewarding experience while exploring and purchasing our products.

Nematel Enterprises Limited operates an e-commerce platform built on WooCommerce, using DSers software to route orders directly to global manufacturing and supply partners. Because our products are fulfilled and shipped directly from overseas warehouses to your doorstep in Kenya, our return and refund workflow is bound by the automated supply chain rules outlined below.

By placing an order and completing your payment through our Pesapal gateway, you agree to these terms.

1. The Return Window

You have 14 calendar days from the exact date the tracking log shows your item was delivered to request a return. If 14 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following strict conditions:

• It must be completely unused, unwashed, and in the exact condition that you received it.
• It must be in its original, undamaged manufacturer packaging, including all original tags, accessories, user manuals, and documentation.
• You must provide your WooCommerce order number and the Pesapal payment receipt/M-Pesa transaction code.

Non-returnable items include:

• Perishable or consumable goods
• Intimate, cosmetic, or sanitary goods (e.g., swimwear, underwear, earrings)
• Custom-made, altered, or personalized items
• Clearance, flash-sale, or promotional items discounted from the original price

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged during international transit, is structurally defective, or is the wrong product entirely, please contact us within 48 hours of delivery.

Because we must submit photographic proof to our global suppliers via DSers to claim a replacement, you must email or WhatsApp us:

1. Your WooCommerce order number.
2. A clear photograph or short video showing the defect, damage, or wrong item.
3. A photo of the international shipping label pasted on the package.

Once our quality team verifies the damage, we will arrange for a replacement to be shipped to you at no extra cost, or approve a full refund.

4. Return Shipping and Logistics

Because Nematel Enterprises Limited operates on a dropshipping model via DSers, return logistics differ from standard retail:

• Do Not Ship Back to the Manufacturer: Do not send your purchase back to the factory address listed on your package’s shipping label. Our suppliers will reject it, and your refund will be permanently voided.
• Authorized Local Returns: You must contact our customer care team first. If a return is authorized, items must be physically dropped off or shipped to our corporate offices located at: Star Mall, Tom Mboya Street, 3rd Floor, Office C2, Nairobi, Kenya.
• Return Shipping Fees: Unless the item arrived damaged or defective, you are responsible for paying your own shipping or courier costs to return the item to our Nairobi office. Shipping costs are completely non-refundable.

5. Refunds and Gateway Processing (Pesapal)

Once your return is received at our Nairobi office and inspected, we will send you an email or SMS notification confirming its status. We will notify you of the final approval or rejection of your refund.

If approved, your refund will be processed directly back through our Pesapal Merchant Gateway within 5 to 7 business days:

• M-Pesa / Mobile Money: The refund will be credited back by Pesapal directly to the phone number used during the initial WooCommerce checkout.
• Card Payments / Bank Transfer: The refund will be sent back to your credit/debit card or bank account. Please note that actual processing timelines may vary slightly based on Pesapal’s clearing network and your banking institution.

6. Order Cancellations

Our WooCommerce platform syncs and routes orders to DSers instantly. Because our suppliers process and package orders very quickly, you can only request an order cancellation within 6 hours of making your payment via Pesapal. Once an order status is marked as “Fulfilled” or “Shipped” by the supplier, the automated processing loop cannot be stopped, and you must wait for the item to arrive in Kenya to initiate a standard return.

7. Contact Us

For any inquiries regarding your orders, tracking updates, or to initiate a return, please reach out to us at:

• Company Legal Entity: Nematel Enterprises Limited
• Physical Location: Star Mall, Tom Mboya Street, 3rd Floor, Office C2, Nairobi, Kenya
• Official Email: info@nematel.ke
• Official Support Line (Call/WhatsApp): +254 705 668185
• Business Hours: Monday to Friday, 8:00 AM – 5:00 PM (EAT)

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