Refund policy

Last updated: 15 September 2026

AHIHQ Traders supplies construction chemicals, sealants, adhesives, PU foams, solar lighting and related building materials to trade and retail customers across Kenya. Sealants, foams and adhesives are batch-controlled products with a limited shelf life whose performance depends on how they are stored and handled once they leave our store. For that reason we are not able to accept returns for change of mind — but we stand behind every consignment we dispatch.

What we will always put right
We will replace, or refund in full, any item that is:

delivered damaged, leaking, burst or with compromised packaging;
short-shipped — fewer pieces or cartons than shown on your invoice or delivery note;
not the product, brand, pack size or colour stated on your order;
affected by a manufacturing defect (for example a cartridge that will not extrude, or a failed nozzle or valve); or
delivered expired, or with insufficient shelf life remaining for normal use.

Check your goods on delivery
Please inspect your consignment before signing the delivery note or releasing the courier. Count the cartons, check the brand and pack size, and look over the outer packaging for damage.
Claims must reach us within 48 hours of delivery. After that we may not be able to pursue the matter with our carrier or the manufacturer.

How to make a claim

Contact us on WhatsApp at +254 724 505 919 or email ahihqtraders@gmail.com within 48 hours of delivery.
Send us your order number and clear photographs showing the product, the batch and expiry markings, and the outer carton as it arrived.
Keep the goods and their original packaging until the claim is settled. Do not return anything before we confirm the return — unauthorised returns may be refused.

We will respond within one working day and tell you whether to hold the goods for collection or return them to our Nairobi store.

How we resolve an approved claim
Once a claim is approved, you may choose:

Replacement — sent on our next dispatch to your area, at our cost;
Credit note — applied against your next order (trade accounts); or
Refund — to the original payment method.

Refunds are processed within 14 days of approval. M-Pesa refunds usually reflect within 24 hours; card refunds may take 5–10 working days to appear on your statement, depending on your bank. Where only part of an order is affected, we refund or replace only the affected lines.

What is not covered

Change of mind, over-ordering, or selecting the wrong product, colour or pack size.
Opened, part-used or applied product, and cartons that have been cut, split or relabelled.
Goods stored after delivery outside the manufacturer's stated conditions — in direct sunlight, in excessive heat, or beyond the printed expiry date.
Performance complaints arising from surface preparation, joint design, application method, curing conditions or incompatible substrates that fall outside the manufacturer's technical data sheet.
Special-order, indent and non-stock items brought in specifically at your request.
Clearance, short-dated or "as-is" stock, where this is stated at the time of sale.
Shortages or damage reported more than 48 hours after delivery.

Cancelling an order
You may cancel an order at no charge at any time before it is dispatched — contact us as early as you can. Once an order has been dispatched it can only be dealt with under this policy. Special-order and indent items cannot be cancelled once we have placed them with the supplier.

Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2012, the Sale of Goods Act (Cap 31) or any other applicable Kenyan law.

Contact us
AHIHQ Traders, Royal Business Park, Old Mombasa Road, Nairobi, Kenya
Phone / WhatsApp: +254 724 505 919
Email: ahihqtraders@gmail.com
Monday to Saturday, 8:00 AM – 5:30 PM (EAT)