Returns and Refunds Policy

Thank you for shopping at Helwa Tools. We take pride in the quality of our equipment and want to ensure you are completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

1. Return Window

You have 30 days from the date of purchase (for in-store buys) or the date of delivery (for online orders) to initiate a return.

2. How to Return

We offer two convenient ways to return your items:

  • In-Store: Visit our shop in Ronald Ngala, Nairobi to return your item in person for immediate processing.

  • Via Email: Contact us at helwatools@gmail.com to notify us of your return. Use the pre-paid return label included in your original packaging to ship the item back to us at no cost to you.

3. Return Costs & Fees

  • No Return Shipping Costs: Use the provided label in your package for free shipping.

  • No Restocking Fees: We do not charge any administrative or restocking fees for returned items.

4. Eligibility Criteria

To qualify for a refund, please ensure your items meet the following conditions:

Accepted for ReturnNot Accepted
Items in original, unused condition.Items showing signs of heavy wear, misuse, or damage.
Products in original packaging with all manuals/accessories.Items missing original parts, blades, or components.
Defective or malfunctioning machinery.Items returned after the 30-day window.
Items that do not match the description.Consumable items that have been opened (e.g., specific lubricants or drill bits).

5. Refund Process

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

  • Approved refunds are processed within 15 days.

  • The credit will automatically be applied to your original method of payment or via an agreed-upon electronic transfer.

Contact Us

If you have any questions regarding our policy or need assistance with a return, please reach out to our team:

  • Phone: 0714392515

  • Email: helwatools@gmail.com

  • Location: Ronald Ngala, Nairobi, Kenya

  • Working Hours: Monday to Saturday, 7:00 am – 8:00 pm