At Skywave.co.ke, customer satisfaction and transparency are important to us. We strive to ensure that every customer receives the correct product in satisfactory condition.

We understand that circumstances may arise where a customer wishes to return or exchange a purchased item. This Return & Refund Policy outlines the conditions, procedures, responsibilities, and applicable charges associated with product returns.

We strongly encourage all customers to carefully read this policy before purchasing, particularly when purchasing machinery, power tools, generators, agricultural equipment, electrical appliances, and other technical products.

By purchasing from Skywave.co.ke, you acknowledge these terms, subject to your rights under applicable Kenyan consumer protection laws.

📅 1. Return Eligibility Period

Customers may submit eligible return requests within seven (7) calendar days from the date of delivery or collection.

• The seven-day period begins on the date the product is received by the customer or their authorized representative.
• Return requests should be submitted in writing within this period.
• Requests made after seven days may be declined unless covered by an applicable warranty, statutory right, or other legal obligation.
• Submitting a return request within seven days does not automatically guarantee approval. Eligibility depends on the reason for return, the condition of the product, and applicable law.

Important: The seven-day period is Skywave’s standard voluntary return window. It does not limit any longer period or remedy provided under applicable law or warranty terms.

✅ 2. Valid Reasons for Return

Skywave may accept return or exchange requests under the following circumstances:

A. Incorrect Product Delivered

The product received is different from the item ordered, including an incorrect model, specification, or product type.

B. Product Damaged Upon Arrival

The product arrives physically damaged or in an unsatisfactory condition that was not disclosed before purchase.

Customers are encouraged to report visible delivery damage immediately and provide photographic evidence.

C. Verified Product Defects

The product has a defect or fails to meet applicable product quality requirements.

Such claims will be assessed in accordance with the applicable warranty terms and Kenyan consumer protection laws.

D. Voluntary Return After Purchase

A customer wishes to return a correctly supplied product despite having inspected, tested, or accepted it in satisfactory working condition.

Such requests may be considered within seven days, subject to Skywave’s voluntary return conditions and applicable restocking fees.

Customers requesting a return should provide:

• Order number or proof of purchase.
• Clear photographs of the product and packaging.
• A description of the reason for return.
• Any relevant supporting information.

📦 3. Product Condition Requirements

To qualify for a voluntary return, products should meet the following requirements:

• The product must be substantially in its original condition.
• It must not have been subjected to excessive use, misuse, negligence, or unauthorized modifications.
• All original accessories, attachments, manuals, warranty cards, and supplied components must be included.
• The original packaging should be provided where available.
• The product must be available for physical inspection and assessment before a refund is approved.

Products that have been opened, tested, or demonstrated may still qualify for an approved voluntary return, but a restocking fee may apply where their resale condition has been affected.

Products that are incomplete, excessively damaged, unsafe, or unsuitable for resale may be rejected for voluntary return.

These conditions do not override any mandatory statutory rights relating to defective, misdescribed, or otherwise nonconforming goods.

🔍 4. Product Inspection, Testing & Customer Acceptance

Skywave strongly encourages customers to inspect their products before completing payment or accepting delivery, wherever reasonably possible.

This is particularly important for:

• Agricultural machinery and power tillers.
• Generators and petrol or diesel engines.
• Water pumps and pumping equipment.
• Power tools and workshop machinery.
• Electrical and electronic appliances.
• Solar equipment and related accessories.

Inspection Before Payment

Where inspection or testing is available, customers are encouraged to:

1. Confirm that the product matches the model and specifications ordered.
2. Inspect the product for visible physical damage.
3. Confirm that all necessary accessories and attachments are included.
4. Request a functional demonstration where practical and safe.
5. Confirm that the product is satisfactory before completing payment or accepting delivery.

Acceptance After Testing

Where a customer or their authorized representative has inspected, tested, and confirmed that the product is functioning correctly, Skywave may record this confirmation on the invoice, delivery note, or collection acknowledgment.

Such confirmation serves as evidence of the product’s condition at the time of handover.

A subsequent voluntary return may be subject to inspection, approval, and applicable restocking fees.

Customer acceptance does not remove statutory rights concerning defects or other issues covered by applicable consumer protection laws.

🔄 5. Restocking Fees & Returns After Product Inspection

Skywave understands that a customer may occasionally wish to return a product after inspecting, testing, and accepting it in satisfactory working condition.

Where a correctly supplied product is returned for reasons unrelated to a verified defect or other legally protected return, Skywave may consider the request within seven (7) calendar days.

Such voluntary returns may attract a restocking fee ranging from 10% to 25% of the original product purchase price, depending on the condition of the returned item.

5.1 Conditions for Restocking Returns

For a voluntary return to be considered:

• The request must be submitted within seven calendar days.
• The product must be returned for inspection.
• The product must remain functional and reasonably suitable for resale.
• All essential accessories and components must be included.
• The product must not have been excessively used, damaged through negligence, or modified without authorization.
• Any restocking deduction must be assessed and communicated before the voluntary return is finalized.

Approval is subject to the product’s condition and Skywave’s assessment.

5.2 Circumstances That May Attract Restocking Fees

A restocking fee may apply where the product’s condition has changed after purchase or where additional work is reasonably required to prepare it for resale.

Examples include:

A. Damaged or Defaced Packaging

Original packaging that has been:

• Torn, crushed, or excessively damaged.
• Written on, marked, or defaced.
• Damaged by excessive tape, stickers, or labels.
• Altered in a manner that reduces its suitability for resale.

B. Machinery Tested Using Oil, Fuel, or Lubricants

Machinery that has been operated or tested using:

• Engine oil.
• Gearbox or transmission oil.
• Petrol or diesel.
• Grease or other operating lubricants.
• Other fluids required for operation.

Where the condition of the machine requires additional cleaning, draining, inspection, or preparation before resale, these requirements may be considered during the assessment.

Normal testing carried out by Skywave before sale will not, by itself, justify a restocking deduction.

C. Cleaning and Repackaging

Products requiring additional cleaning, removal of dirt or residue, repackaging, or other reasonable preparation before resale.

D. Cosmetic Damage

Minor scratches, scuff marks, paint damage, stains, or other visible deterioration that does not necessarily affect functionality but reduces resale value.

E. Reduced Resale Condition

Products that can no longer reasonably be presented or sold in their original condition due to customer handling, testing, or use.

5.3 Restocking Fee Assessment

The applicable fee will be determined following a physical inspection of the returned product.

The following percentages provide general assessment guidelines:

The above percentages are guidelines rather than automatic charges.

The final percentage will be based on the documented condition of the product, reasonable preparation costs, and any demonstrable reduction in resale value.

Skywave will not apply a restocking fee to a return where such a charge would conflict with applicable consumer protection laws.

5.4 Physical Inspection and Customer Notification

Before approving a voluntary return involving a restocking deduction:

1. Product Inspection: Skywave will inspect the product, its packaging, accessories, and operational condition.
2. Condition Assessment: Any damage, missing components, cleaning requirements, or loss of resale value will be documented.
3. Restocking Fee Determination: A percentage between 10% and 25% may be proposed based on the assessment.
4. Customer Communication: Skywave will communicate the proposed percentage and reasons for the deduction in writing.
5. Customer Decision: The customer may accept the proposed deduction or decline the voluntary return.
6. Refund Processing: Once the voluntary return and applicable deduction are agreed upon, the refund will be processed according to this policy.

If the customer declines the proposed restocking deduction, the product will remain their property and arrangements may be made for collection or return at the customer’s expense.

5.5 Refund Calculation

For approved voluntary returns subject to a restocking fee:

Refund Amount = Original Product Purchase Price − Restocking Fee

For example:

If a customer purchases a machine for KES 85,000 and an assessment establishes an applicable restocking fee of 15%:

• Original purchase price: KES 85,000
• Restocking fee (15%): KES 12,750
• Refund payable: KES 72,250

Any applicable delivery or return transportation costs will be handled in accordance with this policy and applicable law.

5.6 Returns That May Be Rejected

Skywave may decline voluntary returns where:

• The product has been excessively used.
• The product has been damaged through improper operation.
• Essential components or accessories are missing.
• The machine has suffered significant mechanical or electrical damage after handover.
• The product has undergone unauthorized modifications or repairs.
• The product is unsafe or unsuitable for resale.
• The return request falls outside the voluntary return period.

Any legally required remedy will remain available regardless of these voluntary return restrictions.

5.7 Exemptions from Restocking Fees

Restocking fees will not apply where a return or refund is required under applicable law, including qualifying cases involving:

• Products delivered incorrectly.
• Products damaged before or during delivery.
• Products with verified defects covered by applicable statutory rights.
• Products that do not meet legally required quality or description standards.

❌ 6. Items Not Eligible for Voluntary Return

Subject to applicable Kenyan consumer protection laws, Skywave generally does not accept voluntary returns for:

• Undergarments or clothing that has been worn or washed.
• Perishable goods, including food and products with limited shelf life.
• Personalized, customized, or made-to-order products.
• Products supplied according to customer-approved specifications.
• Goods that have been irreversibly mixed or combined with other items.
• Products sold on an expressly disclosed “as-is” basis, except where the law provides otherwise.
• Products expressly sold without a commercial warranty, except where Skywave approves a voluntary return or a statutory right applies.
• Products that have been excessively used, damaged, modified, or rendered unsuitable for resale.

Products Sold Without a Warranty

Some products may be sold without a manufacturer or seller’s commercial warranty.

Customers purchasing such products are strongly encouraged to inspect and test them before payment or acceptance.

Where a product sold without a commercial warranty has been tested and confirmed to be working correctly, subsequent voluntary return requests may be declined.

A product sold without a commercial warranty is not automatically exempt from mandatory consumer protection requirements.

Where a qualifying defect or other legally protected issue arises, the customer’s statutory rights will continue to apply.

🚚 7. Return Shipping & Transportation Costs

Return transportation costs will depend on the reason for return.

Where Skywave Is Responsible

Where a return is required because of an incorrect product, qualifying defect, or delivery damage attributable to Skywave, applicable transportation responsibilities will be handled in accordance with Kenyan law.

Voluntary Returns

Where a customer voluntarily returns a correctly supplied product:

• The customer will generally be responsible for return transportation costs.
• The customer must ensure that the product is appropriately packaged and protected during transportation.
• Any damage occurring during return transit may be considered when assessing the product’s condition, subject to applicable law.
• Original delivery charges are generally non-refundable for voluntary returns where the delivery service has already been completed.

Customers are encouraged to use reliable and trackable transportation services.

💳 8. Refund & Exchange Process

Skywave may offer refunds, store credit, or product exchanges depending on the reason for return, product availability, and applicable legal requirements.

Refund Options

• Direct refund through the original payment method, where practicable.
• Store credit, where agreed with the customer.
• Product exchange, where appropriate and available.

Refund Processing Period

Approved refunds will generally be processed within 10 to 14 business days after the returned product has been received, inspected, and the applicable refund amount confirmed.

For voluntary returns involving a restocking deduction, the customer will first receive communication regarding the assessment and proposed charges.

No restocking fee will be applied to refunds where such a charge is prohibited by law.

Refunds will be processed without unreasonable delay and within any period required by applicable law.

🔁 9. Exchange Policy

Product exchanges may be considered where the requested replacement item is available.

• Exchange requests must comply with the applicable return conditions.
• Voluntary exchanges involving products whose resale condition has been affected may be subject to an assessed restocking fee.
• Where a replacement product costs more, the customer will be required to pay the difference.
• Where a replacement product costs less, the applicable balance will be handled according to the agreed exchange terms.
• Exchanges involving legally protected defective or nonconforming products will be handled in accordance with applicable law.

📧 10. How to Initiate a Return

Customers wishing to request a return or exchange should follow these steps:

1. Send an email to [email protected].
2. Include the order number or proof of purchase.
3. Provide clear photographs of the product and its packaging.
4. Explain the reason for the return or exchange.
5. Include any relevant information about the product’s condition, testing, or operation.

Our team will generally respond within 24–48 hours with further instructions.

Customers should obtain return instructions before sending items back, where reasonably possible.

A return request or authorization does not automatically constitute approval of a voluntary refund.

🏢 11. Return Address

All authorized physical returns should be directed to:

Skywave
Ronald Ngala Street, RNG Plaza B13/B14
Nairobi, Kenya

Email: [email protected]

Customers are encouraged to confirm the appropriate return location before dispatching products, particularly heavy machinery and oversized equipment.

⚠️ 12. Important Notes Before Purchasing

Skywave.co.ke supplies products across several categories, including agricultural machinery, power equipment, solar products, electrical appliances, and other technical equipment.

Customers are encouraged to conduct adequate research before purchasing.

Before completing an order, customers should:

• Confirm the product’s technical specifications.
• Verify compatibility with the intended application.
• Understand the product’s operating requirements.
• Confirm whether the product carries a commercial warranty.
• Ask for clarification regarding installation or maintenance requirements.
• Inspect and test the product where practical.
• Read the relevant operating instructions before use.

Machinery and Equipment

For machinery requiring oil, fuel, assembly, installation, or commissioning, customers should ensure they understand the manufacturer’s operating instructions.

Incorrect installation, inadequate lubrication, improper fuel use, overloading, and failure to follow operating instructions may cause damage.

Damage resulting from misuse or improper operation may not qualify for voluntary return or commercial warranty coverage.

This does not exclude liability where the product was defective or where applicable law provides a remedy.

📝 13. Customer Inspection & Acceptance Records

For selected products, particularly machinery and high-value equipment, Skywave may request a signed or electronically confirmed product inspection and acceptance acknowledgment.

Such records may include:

• Product name and model.
• Serial number, where applicable.
• Date of collection or delivery.
• Confirmation of accessories received.
• Details of functional testing performed.
• Machine operating hours, where available.
• Photographs or videos documenting the product’s condition.
• Customer or authorized representative’s acknowledgment.

These records may be used to establish the condition of the product at handover and assist in resolving subsequent disputes.

Customer acknowledgment does not waive mandatory statutory rights.

❗ 14. Right to Assess or Refuse Voluntary Returns

Skywave reserves the right to inspect and assess products submitted for voluntary return.

We may decline voluntary returns where the request does not meet the conditions outlined in this policy.

Where a voluntary return is approved but the product’s resale condition has been affected, an assessed restocking fee of 10%–25% may apply.

Skywave will communicate the reason for any proposed deduction or rejection.

Decisions regarding statutory consumer claims will be made in accordance with applicable Kenyan law and will not be determined solely at Skywave’s discretion.

⚖️ 15. Consumer Rights & Applicable Law

This Return & Refund Policy is intended to operate in accordance with applicable laws of Kenya, including the Consumer Protection Act, 2012.

Nothing in this policy is intended to exclude, restrict, or override any consumer right or remedy that cannot lawfully be excluded.

Where any provision of this policy conflicts with mandatory legal requirements, the applicable legal requirement will prevail.

The seven-day voluntary return window, product inspection requirements, commercial warranty exclusions, and restocking fee provisions do not limit legally protected claims.

📞 16. Customer Support

For questions regarding product returns, exchanges, warranties, restocking fees, or refund procedures, please contact:

Skywave.co.ke
Email: [email protected]
Website: https://skywave.co.ke

We encourage customers to contact us promptly whenever a product-related concern arises so that the matter can be assessed and resolved appropriately.

Last Updated: 4 November 2025