Terms of service

Terms of Service Last Updated: May 28, 2026

1. Overview

This website is operated by Nematel Enterprises Limited. Throughout the site, the terms “we”, “us” and “our” refer to Nematel. Nematel offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”).

2. Online Store Terms

By agreeing to these Terms of Service, you represent that you are at least 18 years old (the age of majority in Kenya) or the age of majority in your state or province of residence. You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

3. Dropshipping Disclosure & Fulfillment

Nematel operates as a dropshipping entity. This means:

  • Fulfillment: When you place an order, the product is shipped directly from our third-party suppliers (located internationally) to you.
  • Shipping Times: Because items are shipped from overseas, delivery times may vary and are subject to customs processing in Kenya. Estimated delivery times are provided at checkout but are not guaranteed.
  • Product Appearance: We strive to display product colors and images accurately, but we cannot guarantee that your computer monitor's display of any color will be accurate.

4. Payment & Pesapal

All payments on our store are processed securely via Pesapal.

  • Payment Methods: We accept M-Pesa, Debit/Credit Cards, and other methods supported by Pesapal.
  • Security: By making a purchase, you agree to Pesapal’s Terms and Conditions and Privacy Policy. Your financial data is handled by Pesapal’s secure, PCI-DSS compliant systems.
  • Accuracy: You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. You authorize Pesapal to charge or debit your chosen Payment Instrument to complete the transaction.

Important: Your purchase is a transaction between you and Nematel. Pesapal acts solely as the payment processor and is not a party to the sale.

5. Modifications to Prices and Services

Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice.

6. Shipping & Delivery

We ship to various locations within Kenya and internationally.

  • Customs & Taxes: For international shipments, the customer is responsible for any import duties, taxes, or customs clearance fees.
  • Delivery Address: We are not responsible for orders delivered to an incorrect address provided by the customer.

7. Returns and Refunds

Our refund policy lasts 14 days from the date of delivery. If the specified period has gone by, we cannot offer a refund or exchange unless the item is defective or damaged upon arrival.

  • Refund Process: Refunds will be processed back to the original payment method through Pesapal. Processing times depend on Pesapal and your payment provider.
  • International Returns: Because we dropship, returns may need to be sent back to our local office in Nairobi or our international supplier. Please contact us at info@nematel.ke before sending any items.

8. Governing Law

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Kenya.

9. Contact Information

Questions about the Terms of Service should be sent to us at:

  • Trade Name: Nematel
  • Phone: +254 705 668185
  • Email: info@nematel.ke
  • Physical Address: Star Mall, Tom Mboya Street, 3rd Floor, C2, Nairobi, Kenya