CUSTOMER CARE
Warranty &
return policy
Know your cover. Understand your options. Get help from the people who know your kitchen.
YOUR COVER AT A GLANCE
Built to last. Backed by Newmatic.
Lifetime
Tempered glass
Tempered glass on hobs and chimney hoods carries a lifetime unconditional factory warranty.
5 years
Chimney hood motors
Chimney hood motors are covered for five years, except HT models.
1 year
Other products
All other products are covered for one year, except sinks, taps, kitchen hardware and splashbacks.
RETURNS & AFTER-SALES
A clear answer
at every step.
Inspect your products on delivery. Keep every component, accessory and the original packaging intact if you need to arrange a return.
7 days
Return window for delivered products, subject to the conditions below.
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 (+254 711 477 555), our General Enquiries number (+254 711 477 711) or send us an email at [email protected].
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 +254 719 332 828 or send an email to [email protected].
I bought the wrong product by mistake. Can I get a refund?
We do not provide cash refunds. Instead, a credit note of equal value will be issued and you may make another purchase from our store.
My products have arrived but I am not satisfied. Can I return them?
You are strongly advised to inspect your products immediately upon delivery. If you are not entirely satisfied, please return them to our delivery staff immediately. Should you decide to return the goods after our delivery staff has left, please contact our customer service staff and ensure that all products, components, accessories, and packaging are intact. You have up to 7 days to return delivered products, after which a return is not accepted.
We reserve the right to reject any return we deem to be in unsatisfactory condition.
What is the return process?
Once our delivery staff deliver your appliances, you are required to inspect them and ensure they are in good condition before accepting them. In case of any defects, the delivery staff will return the appliance for a replacement.
If the client self-picked the items, they will have to pay the full return shipping cost or return the items themselves.
Once we ascertain that the product had defects, a return will be processed and the item replaced.
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 Delivery & Installation page.
My product has been installed but I have changed my mind. Can I return it or get a refund?
Products which have been installed cannot be returned or refunded at full price. Please contact our customer service staff for more details.
My product is faulty but still under warranty. Can Newmatic fix it?
Please contact our customer service staff if your product is faulty. We will send a technician to inspect the item as soon as possible. If the item cannot be repaired, we will send a replacement free of charge, or a credit note of equal value if the item is out of stock. Please also note that warranty does not cover any fault or damage arising from abuse, misuse, accident or neglect. Should this occur, the customer will be liable to pay all repair and related costs.
My product is faulty but is no longer under warranty. Can Newmatic still fix it?
You can contact our customer service staff if your product is faulty even after its warranty has expired. We will send a technician to inspect the product and prepare a quote for the repair as soon as possible.
CUSTOMER CARE · KENYA
Already part of the family?
For service, repairs or help with an existing purchase, reach out to our customer care team.
BEFORE YOU BUY
Any questions?
For sales enquiries, whatsapp us or visit our showrooms for the Newmatic experience.