Return and Refund Policy

Last updated: March 28, 2026

At Nematel, we want you to be completely satisfied with your purchase. Because we ship our products directly from international suppliers to offer you the best prices, our return process is designed to be as simple as possible while accounting for international logistics.

1. 14-Day Return Window

You have 14 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

2. How to Initiate a Return

To start a return, contact us at info@nematel.ke or WhatsApp us at +254 705 668185.

• Please Note: Returns sent back to us without first requesting a return will not be accepted.

• Return Address: Items must be returned to our local office at Star Mall, Tom Mboya Street, 3rd Floor, C2, Nairobi, unless otherwise instructed. Do not ship items back to the manufacturer address on the package.

3. Damaged, Defective, or Wrong Items

Please inspect your order upon reception. If the item is defective, damaged, or you receive the wrong item, contact us immediately with clear photos or a short video of the issue.

• For verified defects or wrong items, we will send a replacement at no extra cost or issue a full refund. You may not be required to return the damaged item.

4. Non-Returnable Items

Certain types of items cannot be returned:

• Perishable goods (such as food, flowers, or plants).

• Custom products (such as special orders or personalized items).

• Personal care goods (such as beauty products or jewelry for hygiene reasons).

• Sale items or gift cards.

5. Returns for "Change of Mind"

If you simply changed your mind or ordered the wrong size/color:

• You will be responsible for the cost of delivering the item to our Nairobi office.

• Shipping fees paid during the original purchase are non-refundable.

6. Refunds via Paystack

Once we receive and inspect your return, we will notify you if the refund was approved.

• Payment Method: Approved refunds are processed back to your original payment method via Paystack.

• M-Pesa Refunds: If you paid via M-Pesa, the refund will be sent to the same phone number used during checkout.

• Timeline: It typically takes 3 to 10 working days for the refund to reflect in your account or M-Pesa balance after we have initiated it on our end.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.