Returns & Refunds Policy

1. Eligible returns

We accept returns of new shop products requested within 14 calendar days after delivery. Returned products must be unused, uninstalled, undamaged, complete with all accessories and documentation, and in their original packaging where reasonably possible.

If an item arrives damaged, defective, incomplete, or different from what you ordered, tell us within 48 hours of delivery and include clear photos of the item and packaging. These issues are handled at no cost to you.

2. Items we cannot accept for a change-of-mind return

The following are not eligible once delivered, except where faulty, damaged in transit, or supplied incorrectly:

• Products that have been installed, commissioned, modified, or used.
• Custom-made, specially sourced, or made-to-order items.
• Products with missing serial-number labels, accessories, manuals, or essential packaging.
• Items damaged after delivery because of misuse, improper installation, accident, or normal wear.

This policy does not limit any rights you may have under applicable Kenyan law or a product warranty.

3. How to request a return

1. Contact us at info@nare.co.ke or call +254 114 574717 / +254 116 092899.
2. Provide your order number, the item you wish to return, the reason for the return, and photos where the item is damaged or incorrect.
3. Wait for our written approval and return reference. We will give you the designated return address and arrange or authorise the standard courier return.
4. Pack the item securely and include all supplied parts. Please do not return goods to a driver, installer, or office without our written instructions.

4. Return costs and exchanges

NARE Energies pays the standard courier cost for approved returns. There is no restocking fee. If you choose a non-standard collection method or send an item without approval, we may not be able to reimburse those costs.

Where stock is available, you may request an exchange for the same item or another item of equivalent value. Any price difference will be collected or refunded before the exchange is completed. If an exchange is not available, we will issue a refund instead.

5. Refund timing

Once the returned item reaches us, we inspect it and confirm the outcome by email or phone. Approved refunds are issued to the original payment method within 7 business days after inspection. Your bank, card issuer, or payment provider may take additional time to show the funds in your account.

If a return does not meet the eligibility conditions, we will explain why and discuss return delivery of the item with you before taking further action.