Return and Refund Policy

This policy applies to machines, equipment and tools supplied by CM Electro Machinery and Tools to customers in Kenya and East Africa. It explains what to do if a machine needs to be returned and how refunds are handled.

Returns must be arranged with us first

If you need to return a machine, equipment or tool, please contact us before sending anything back. This lets us confirm the correct return address, the safest way to transport the machine, and what will happen next. Items returned without prior arrangements may not be accepted, because heavy machinery needs scheduled collection or delivery.

Condition of returned items

Returned items must be in suitable condition. The machine should be complete, with the parts, accessories, packaging and documents supplied with it, and should not be damaged, altered or misused. Where relevant, we may inspect the item before deciding how to proceed.

Eligibility, refunds and delivery costs

Whether a return is accepted, whether a refund is due and how much, and who pays any collection or delivery costs are confirmed case by case, according to the circumstances of the order and applicable Kenyan law. This policy does not promise unconditional returns or refunds and does not limit any rights you may have under Kenyan law.

Where a refund is agreed, it is processed after the return has been reviewed. If instalment payments have been made under a Lipa Mdogo Mdogo arrangement, the treatment of amounts already paid is confirmed with you when the return is reviewed.

Damaged, faulty or incorrect deliveries

Please check your machine when it is delivered and tell us promptly if it arrives damaged, is not the item ordered, or does not match the agreed description. Tell us what you found and share photographs where possible, so we can arrange the appropriate remedy.

How to contact us

Send your name, phone number, the machine concerned and the reason for the return. We will respond with instructions and confirm the outcome for your case.