Returns and Refunds Policy

At Superb Households Merchants we value your satisfaction and aim to provide you with high-quality power tools and equipment. If you are not entirely satisfied with your purchase, we are here to help. Please review our Returns and Refunds Policy below.

Shipping Policy

Superb Households Merchants promises you with the best in class shopping experience at every step of the way. We assure you that all due precaution are taken so that your package is delivered to you intact and on time delivery partner.
NB: : You can choose not to accept an item on spot. E.g. if unlikely case that it was the wrong item. If not possible to open product bearing a manufacturer’s seal and to return them on the spot. If there is a problem, please follow our return policy and we will support you.
The only changes applicable are those that appear when completing the order i.e. 350 for delivery within Nairobi for goods below Kshs. 1,000 and Kshs. 550 for order delivered outside Nairobi County. NB: the shipping charges might differ if there are other alternative means of shipping will be applied by customers .e.g heavy, bulky and fragile goods.
Delivery Times
We shall endevour to deliver all orders to Nairobi CBD within Nairobi County on the same day you place the order, as well as dispatch your order on the same day for orders with addresses outside Nairobi County.

Return Policy

All items that we sell at Superb Households Merchants under certain condition, can be returned within 2 days after purchase. For example, if bought on Monday, customers have until Thursday to check and verify if the product is in good condition. If you experience issues after our return period has ended, you can as well claim warrant at local service from an authorized brand.

Requirements for valid return procedure:-

1. Proof of purchase – document handed over to you together with the product on delivery.

2. Original packaging – the manufacturer packaging

3. Valid return reason – refer to the section below: – NB: we do not accept return on items below:

  • Please check the item carefully upon delivery and if possible reject it on the spot. 
  • We don’t accept any broken damaged item especially screen.
  • Please check with the rider well.
  • Burnt item will be subjected to extra cost for repair
  • Good with no package (original package)
  • Product shipped from oversea
  • All hand tools are not returnable

Once goods are returned at Super Household Merchants branch, we will carefully inspect the goods and revert in 5 days.
NB: if claim is valid we will request returned according to your requested refund method process might take between 3 weeks to 4 weeks. If claim is invalid, the item is sent back to you.
We will keep track of all returned request and use the data to improve our product quality and services.
Customers with unjustified / invalid returns may be denied the right of return items.
NB: Any charges for returned will be to the customer.

How to Return

  • Contact Us:

    • Email us at order@jsuperbhouseholds.co.ke with your order number, reason for return, and any relevant photos if the item is defective or damaged.
    • Our customer service team will review your request and provide you with a Return Merchandise Authorization (RMA) number and return instructions.

  • Prepare the Package:

    • Include the RMA number and a copy of the receipt inside the package.
    • Ensure the item is securely packed to avoid damage during shipping.

  • Ship the Item:

    • Send the package to the address provided by our customer service team.
    • Customers are responsible for the return shipping costs, unless the return is due to an error on our part (e.g., incorrect or defective item).