Returns and refunds policy

Returns, exchanges, credit notes, and refunds on Skyhat orders are handled by the hardware shop that sold the goods. Skyhat does not collect product payments for vendor sales, so we cannot issue a product refund ourselves; we do help mediate and escalate.

1. Check before you pay or leave

Confirm quantity, unit, size, grade, and condition with the shop. For cable, mesh, and sheet goods, agree how the measure is taken (metres, rolls, or lengths) and check the cut on site. Once you accept delivery or leave the branch, proving a short measure becomes harder.

2. Wrong item, short supply, or late change of mind

• Wrong or short supply: contact the shop the same day with your order reference and photographs. Shops normally swap the item, credit the shortfall, or arrange redelivery.
• Change of mind: only if the shop agrees. Unopened, resalable stock in its original packaging with a receipt is the most likely to be accepted; cut-to-length material, mixed paint, and opened consumables usually are not.

3. Faulty goods

You have the right to goods that match their description and are fit for the purpose you stated. Report faults promptly with evidence, keep the goods and packaging safe, and let the shop inspect. Manufacturer warranty claims go through the shop under the Warranty and product quality policy.

4. Timeframes

Report visible problems within 24 hours of delivery or collection. Hidden defects should be raised as soon as you find them, and within a reasonable period for that product category. Cut, installed, painted, or used material is difficult to return and may only be accepted if genuinely defective.

5. How a refund is paid

The shop that took your payment issues the refund, ideally back to the original M-Pesa number, bank, or card, within the period it promised. Cash sales follow the shop's own cash policy. Ask for a written credit note or refund reference.

6. Returns costs

If the shop was at fault (wrong or defective goods, short measure), the shop should bear collection or return carriage. If you changed your mind and the shop agreed, you normally arrange and pay carriage back.

7. Quotation (RFQ) orders

An RFQ price is a shop's offer valid for the window it states. If you withdraw before delivery, the shop may recover costs it has already incurred, such as cutting to size or reserved specialist stock.

8. Where Skyhat helps

Message the shop using the WhatsApp or phone number shown on the product, cart, branch, or invoice page. If the shop is unresponsive or you believe a listing misled you, send your order reference, screenshots, and a short summary to [email protected] and we will open a marketplace support case with the vendor. Skyhat can suspend a listing that repeatedly fails to resolve valid claims, but the refund decision and the money remain between you and the shop.

9. Consumer law

Nothing in this policy limits your statutory rights as a consumer under Kenyan law.

Questions: [email protected] · 0712010020 / 0181675744 (Kenya).