Eligibility Window
You may return or exchange any unused, unopened item within 14 calendar days of delivery. Custom-fabricated or special-order items (e.g., bespoke stainless steel tanks, cut-to-length rails) are non-returnable unless defective.
Condition Requirements
Items must be in original packaging with all labels, manuals and accessories intact. Electrical components and HVAC parts must be uninstalled and show no signs of wiring or mounting.
Refund Method
Approved refunds are processed within 5–7 business days to the original payment channel (M-Pesa or bank transfer). Shipping fees are non-refundable unless the return is due to our error.
Restocking Fee
A restocking fee of up to 10% may apply on bulk returns (orders over KES 100,000) or items returned without original packaging.
Nairobi Metro
Standard delivery within Nairobi and Kiambu is 1–2 business days. Same-day dispatch is available for orders placed before 10:00 AM on business days.
Upcountry & East Africa
Delivery to Mombasa, Kisumu, Nakuru, Eldoret and other Kenyan towns takes 2–5 business days. Cross-border shipping to Uganda, Tanzania and Rwanda is available via contracted freight partners.
Freight Charges
Freight is calculated at checkout based on weight, dimensions and destination. Orders above KES 250,000 within Nairobi qualify for free standard delivery. Heavy machinery may require dedicated transport at quoted rates.
Risk of Loss
Title and risk of loss pass to the buyer upon signed delivery. Inspect your shipment immediately and report visible damage to the driver before accepting the package.
Standard Warranty
ISMAN warrants that all stocked parts and equipment are free from material defects at the time of sale. Manufacturer-branded items carry the original manufacturer's warranty (typically 6–24 months).
Fabrication Warranty
Custom-fabricated stainless steel and welded products carry a 12-month workmanship warranty against structural failure under normal use. This does not cover corrosion from improper cleaning, chemical misuse or physical abuse.
Defective Goods
If you receive a defective or incorrect item, contact us within 48 hours with photos. We will arrange collection, inspection and replacement at no cost to you.
Warranty Exclusions
Normal wear, consumables (filters, gaskets, lubricants), damage from improper installation, unauthorized modification and acts of nature are excluded from warranty coverage.
Accepted Methods
We accept M-Pesa Paybill, bank transfer (KES / USD), corporate cheque (for verified accounts), and cash on delivery for Nairobi metro orders under KES 50,000.
Corporate Credit
Approved corporate clients may request 30-day net terms on orders above KES 200,000 subject to a signed credit agreement and two trade references. First orders require full prepayment.
Currency & Pricing
All prices are listed in Kenyan Shillings (KES) unless otherwise stated. Prices are subject to change without notice due to exchange rate fluctuations on imported inventory.
Tax & Compliance
All invoices include VAT at the prevailing Kenyan rate. ETR-compliant receipts are issued for every transaction. Withholding tax certificates must be shared within 7 days for corporate buyers.
Buyer Eligibility
The ISMAN store serves registered businesses, contractors, fabricators, hospitality operators and institutional buyers. We reserve the right to decline orders that appear fraudulent or violate Kenyan trade regulations.
Product Use & Compliance
Buyers are responsible for ensuring purchased equipment meets local KEBS, KRA, county health and safety standards. ISMAN provides compliance documentation on request for regulated products.
Order Cancellations
Orders may be cancelled before dispatch without penalty. Once dispatched, cancellation is treated as a return and subject to the return policy terms above. Custom fabrication orders cannot be cancelled after engineering sign-off.
Dispute Resolution
All disputes shall first be resolved through good-faith negotiation. Failing resolution, disputes shall be submitted to arbitration under the Kenyan Arbitration Act. The governing law is the law of the Republic of Kenya.
Intellectual Property
All designs, drawings, CAD files and technical documentation provided by ISMAN remain ISMAN intellectual property and may not be reproduced, reverse-engineered or shared with third parties without written consent.
Still Have Questions?
Our team is available 24/7 to clarify any policy detail before you place an order.