Returns & Refunds Policy

At Gramax Tools, we want you to be completely satisfied with your purchase. If a tool isn’t performing as expected or doesn’t meet your needs, our return process is designed to be straightforward and transparent.

How to Return an Item

You have 30 days from the date of delivery or purchase to return your items. We’ve made the process hassle-free with two convenient options:

  • In-Store Return: Visit our shop at Kenya Mall, Ground Floor, Shop G12, River Road, Nairobi with your original receipt and the item in its original packaging.

  • Via Email: If you cannot visit us in person, please email us at shop@gramax.co.ke to initiate the process.

    • Note: For your convenience, a pre-paid return shipping label is included inside every package we ship. Simply affix this label to your return parcel.

Return Costs

We believe in fair service, which is why we offer:

  • Zero Return Shipping Fees (Ksh 0): Use the included label to send items back at no cost to you.

  • No Restocking Fees (Ksh 0): We do not charge a percentage for processing your return; you receive the full value of your refund for eligible items.

What is Accepted vs. Not Accepted

To ensure a smooth refund process, please review the following criteria:

Accepted for Return Not Accepted for Return
Items in original, undamaged packaging. Items showing signs of heavy use or wear.
Defective tools or manufacturing faults. Tools damaged due to misuse or “dry running” (e.g., water pumps).
Unopened accessories and consumables. Items with missing parts, manuals, or serial number tags.
Items accompanied by a valid receipt/invoice. Promotional “free gift” items.

Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: Will be processed immediately via your original payment method within 15 days.

  • Exchanges: If you prefer an exchange for a different model, our team will assist you in-store or via email.

Contact Us

If you have any questions regarding your specific item, reach out to our support team:

  • Phone: +254745 491 174

  • Email: shop@gramax.co.ke

  • Working Hours: Monday to Saturday, 7:00 am – 8:00 pm

  • Location: Kenya Mall, Ground Floor, Shop G12, River Road, Nairobi