Refund and Returns Policy - Radiant Merchants

Returns and Refunds Policy

At Radiant Merchants, we stand behind the quality of our tools. If you are not completely satisfied with your purchase, we are here to help you navigate the return process quickly and fairly.

1. Return Window

You have 30 days from the date of purchase (or the date of delivery for countrywide orders) to initiate a return.

2. Accepted Returns

To be eligible for a return and full refund, items must meet the following criteria:

Unused Condition: The tool must be in the same condition that you received it—unused and without signs of wear.
Original Packaging: Items must be in their original, undamaged manufacturer’s packaging.
Complete Kits: All accessories, manuals, and components (e.g., carbon brushes, chuck keys, or side handles) must be included.
Defective Items: Any tool found to have a manufacturer’s defect within the 30-day window.

3. Non-Returnable Items

We cannot accept returns under the following circumstances:

Obvious Use: Tools that show signs of heavy use, grease, scratches, or site wear.
Missing Parts: Any item that is missing original parts or accessories that were included in the box.
Physical Damage: Tools damaged due to misuse, electrical surges, or improper handling after purchase.
Safety Gear: For hygiene reasons, personal protective equipment (PPE) like masks, earplugs, or gloves cannot be returned once the packaging is opened.
Modified Tools: Any equipment that has been opened, tampered with, or modified by the user.

4. No-Cost Return Policy

We believe in a transparent shopping experience.

No Restocking Fees (ksh 0): We do not charge a fee to put the item back into our inventory.
No Return Costs (ksh 0): If you are returning an item in-store, there is no charge. For shipping returns due to defects, please contact us to coordinate the logistics.

5. How to Start Your Return

You can initiate your return using one of the following methods:

In-Store: Bring the item and your receipt to our shop at OTC Building, Ground Floor, Shop G13, Racecourse Road, Nairobi.
Via Email: Email us at shop@radiantmerchants.co.ke with your order number and a photo of the item.

6. Refunds

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

Approval: If approved, your refund will be notified immediately.
Timeline: Funds will be returned to your original payment method or via mobile money within 15 days.