Delivery & Installation FAQs

I haven't made a purchase yet but I have some questions about your products. Who do I contact?

If you have yet to purchase a Newmatic product but need additional clarification, you can call our Sales Enquiries number (+254 0711 477 555), our General Enquiries number (+254 0711 477 711) or send us an email at info@newmatic.com.

I am an existing customer. How do I contact your customer service staff?

If you have already purchased a Newmatic product and have issues with it, you may call or Whatsapp our customer service staff at +254 0719 332 828 or send an email to support@newmatic.com.

Do all Newmatic products have free delivery and installation?

Newmatic does not offer delivery or installation on sinks, taps and kitchen hardware products. Customers are generally advised to carry these items home with them upon purchase and organise their own installation arrangements.

Can I install or hire a fundi to install my Newmatic kitchen appliances?

Self-installation of Newmatic chimney hoods, hobs, ovens and microwave ovens should be avoided as it is dangerous and voids the product’s warranty permanently, even after re-installation by Newmatic technicians. For more information, please check our Warranty & Return Policy.

How can I get free delivery and installation?

Delivery and installation of Newmatic kitchen appliances is free within Nairobi County. Additional fees may apply for difficult site access or last-minute changes to delivery. Please notify our customer service staff at least 48 hours in advance to avoid unexpected charges.

I live outside of Nairobi County. Can I still get delivery and installation?

Delivery and installation of Newmatic kitchen appliances is available for selected areas near Nairobi County for a fee. Our rates are in the table below. Additional fees may still apply for difficult site access or last-minute changes to delivery. Please notify our customer service staff at least 48 hours in advance to avoid unexpected fees.

MACHAKOS COUNTY
AREA
CHARGE (Ksh)
ADDITIONAL INFORMATION
Athi River
2000
Up to Green Park Estate
Isinya
3500

Katani
2000

Kisaju
2500

Kitengela
2700

Mlolongo
2300

Sabaki
2300

Syokimau
2000
Includes Gateway Mall
KIAMBU COUNTY
AREA
CHARGE (Ksh)
ADDITIONAL INFORMATION
Airways Utawala
2500

Banana Ndenderu
1800

Gachie
1500

Githuguri
1500

Githunguri Utawala
2500

Joska
2000

Juja
1800

Kahawa Sukari
1500

Kamiti Corner
1500

Kangundo Road
1800

Kenyatta Road
1800

Kiukenda
1500

Lari
2500

Ndumberi
1900
Up to the T-Junction
Ruai
2000

Ruiru
1500
Up to Membley Estate
Tatu City
1800

Wangige
1500

Zambezi
1500
Up to the T-Junction, Thika Town or Thika Green
KAJIADO COUNTY
AREA
CHARGE (Ksh)
ADD. INFORMATION
Ngong
2200
Up to Kibiko Secondary School
Ongata Rongai
2000
Up to Tuskeys

My delivery address is not in Nairobi County or the areas listed above. Can I still get delivery and installation?

Customers living outside the specified areas have three options:

Pick up your items upon purchase at the store and book an installation at our front desk or by contacting our customer service staff at +254 0719 332 828.
Arrange for transportation of the goods at your cost and book an installation by contacting our customer service staff.
Call our customer service staff for alternative delivery and installation options.

Please note that all installations outside of Nairobi County incur a fee and are typically performed by technicians from our Nairobi headquarters and will thus be charged accordingly.

Why must I book two installation appointments?

A Newmatic installation typically comprises of at least two visits. During the first visit, a Newmatic team will be sent to assess the site’s suitability for installation. You will then be responsible for the costs and labour of adjusting your site according to their recommendations.

Before the Newmatic team visits your site again to install the appliances proper, please ensure you have a working power supply and gas tank (for gas hob installations) so that accurate testing can be performed. Once the job is complete, the customer will receive a confirmation form signed by the site manager and Newmatic representative.

For Nairobi customers, please note that the third and subsequent visits will also incur additional costs.

When will my delivery arrive?

We usually fulfil most deliveries within 5 to 7 days of purchase. However, delays may occur due to low stock levels, product customisation, specialised items, unusual delivery or unforeseen circumstances. We will not be responsible for any late or failed deliveries because of circumstances beyond our reasonable control. To avoid disappointment, you are strongly advised to inform our customer service staff about any changes in delivery instructions or conditions.

My plans have changed. Can I postpone my delivery date?

To reschedule your delivery date, please contact our customer service staff at least 48 hours in advance. Please note that last-minute changes or additional deliveries after the first failed attempt will incur additional charges, even within Nairobi County.

I will not be present during the delivery. Can I send a representative to receive the delivery on my behalf?

Please notify our customer service staff if you cannot be present during the delivery and ensure that your representative is trustworthy and properly instructed. We are not legally obligated to check your representative’s credentials or responsible for any theft, loss or damage arising from unattended or improperly handled merchandise upon delivery.