Refund & Returns Policy

This draft requires final approval by Golden Hammer and review by a qualified Kenyan lawyer. Nothing here removes rights or remedies that cannot lawfully be excluded.

Report a problem promptly

Contact Golden Hammer with the order reference, affected product and delivery leg, the issue, quantities and reasonable photographs or records. Keep goods and packaging available for review where practical.

Damaged, missing, incorrect or defective goods

Golden Hammer will review the order record, confirmed specification, pickup proof, delivery-completion proof and supplier response. A replacement, correction, return, repair, credit or refund may be appropriate depending on the facts and applicable law.

Eligibility for return

Eligibility may depend on product type, condition, installation or use, customisation, hygiene or safety considerations, supplier terms that are lawful and disclosed, time since receipt and available evidence. Construction materials cut, mixed, fabricated or prepared to an approved specification may not be returnable merely because requirements change, but defects or incorrect supply remain reviewable.

Before dispatch

Contact support immediately if a change or cancellation is required. Costs already incurred after acceptance, supplier release, preparation, loading or dispatch may affect the outcome.

After dispatch or delivery

Do not arrange an unauthorised return to a supplier or driver. Golden Hammer will provide the applicable return or collection instruction after review. Separate delivery legs may require separate evidence and arrangements.

Refund review and method

Refunds and reversals are not automatic. Golden Hammer must verify the payment, order, supplier, delivery and approved remedy. Where a refund is approved, the method and timing depend on the original payment route, reconciliation and applicable requirements.

Duplicate, underpaid or overpaid transactions

These transactions require review against authorised records. Do not send another payment unless instructed through Golden Hammer’s authorised process.

Supplier settlement

Supplier settlement is manual and controlled. A complaint or approved return may require reconciliation before any supplier amount is released or adjusted.

How to request help

Contact info@hammer.co.ke or (+254) 708 897 441 with the order reference. Do not disclose passwords, one-time codes or complete payment credentials.