These Terms and Conditions govern your use of pioneerhardwares.com and any purchase made from Pioneer Hardwares, located opposite Joyland Supermarket, Ruaka, Kiambu County, Kenya. By placing an order or using our website, you agree to these terms.

1. About Pioneer Hardwares

Pioneer Hardwares is a registered hardware retail business operating from Ruaka, Kiambu County, Kenya. We stock over 500 building materials, tools, paints, roofing, tiles, plumbing, and electrical supplies sourced from KEBS-certified suppliers.

2. Orders and Payment

• Orders can be placed in-store, via phone (0782 005 737 / 0723 364 999), via WhatsApp (+254782005737), or through our website.
• All prices are in Kenyan Shillings (KSh) and include applicable taxes.
• Payment is accepted via M-Pesa, cash, and bank transfer. Online orders require payment confirmation before dispatch.
• Prices displayed on our website are subject to change with market rates. We confirm the final price at the time of order.
• For large or bulk orders, a deposit may be required before we reserve stock.

3. Pricing and Availability

We make every effort to display accurate prices and stock availability on our website. However, prices for commodities such as cement, steel, and roofing materials fluctuate with market conditions. We reserve the right to notify you of any price changes before completing your order. If a product becomes unavailable after your order is placed, we will contact you immediately to discuss alternatives or issue a full refund.

4. Delivery

Delivery terms are governed by our Delivery Policy. Delivery is available across Ruaka and Kiambu County. Delivery charges depend on load size, product type, and distance. We will confirm delivery costs at the time of order.

5. Returns and Refunds

Returns are governed by our Returns and Refund Policy. We accept returns on unused, undamaged items in original condition within 7 days of purchase, with proof of purchase. Certain products such as cut materials, mixed paints, and opened consumables cannot be returned.

6. Product Warranty

Products sold at Pioneer Hardwares come with manufacturer warranties where applicable. Warranty claims must be directed to the manufacturer. Pioneer Hardwares will assist customers in facilitating warranty claims where possible. We do not offer additional warranties beyond those provided by manufacturers.

7. Limitation of Liability

Pioneer Hardwares is not liable for any loss, damage, or injury arising from the improper use, installation, or application of products purchased from our store. Building materials must be used in accordance with manufacturer guidelines, local building codes, and in consultation with qualified professionals where required.

8. Website Use

Our website is provided for informational and transactional purposes. You agree not to misuse the website, attempt to access unauthorised areas, or use automated tools to scrape or download content without our permission.

9. Governing Law

These Terms are governed by the laws of the Republic of Kenya. Any disputes shall be resolved under Kenyan law in the courts of Kiambu County.

10. Changes to Terms

We may update these Terms at any time. Continued use of our website or purchasing from us after changes constitutes acceptance of the revised Terms.

Pioneer Hardwares delivers building materials, hardware, and construction supplies to construction sites and homes across Ruaka and Kiambu County. This policy explains how our delivery service works.

1. Delivery Areas

We deliver to all areas within and around Ruaka and Kiambu County, including:

• Ruaka, Banana Hill, Ndenderu, Kihara, Gitaru
• Runda, Garden Estate, Muthaiga North, Gigiri, Rosslyn, Karura
• Ridgeways, Loresho, Kabete, Uthiru, Kinoo, Kikuyu
• Kiambu Town, Limuru Road corridor
• Other areas in Kiambu County — enquire for availability

For deliveries outside these areas (e.g. Thika, Nakuru, Mombasa), contact us to discuss feasibility and cost.

2. Delivery Charges

Delivery charges depend on your location, load size, and product type. We provide a delivery quote when you place your order.

Location	Estimated Delivery Fee	Lead Time
Ruaka (local)	KSh 300–800 depending on load	Same day or next day
Banana Hill / Ndenderu / Kihara	KSh 600–1,500 depending on load	Same day or next day
Runda / Gigiri / Garden Estate	KSh 1,000–2,500 depending on load	Next day
Kiambu Town / Limuru Road	KSh 1,200–3,000 depending on load	1–2 business days
Other Kiambu County areas	Enquire for quote	Varies

Heavy loads (cement, stones, steel, roofing sheets) require a vehicle with an appropriate flatbed or truck. We arrange the right transport for your materials.

3. Delivery Process

• Contact us via WhatsApp or phone to place your order and confirm delivery details
• We confirm product availability, confirm the delivery fee, and agree on a delivery date and time window
• Payment is required before or upon delivery (M-Pesa or cash accepted)
• You will receive a call from our delivery driver when they are en route
• Someone must be available at the delivery address to receive and sign for the goods

4. Same-Day Delivery

Same-day delivery is available for orders placed before 12:00 PM for locations in Ruaka and immediate surrounding areas, subject to stock availability and vehicle scheduling. WhatsApp us early to secure a same-day slot.

5. Large Site Orders

For large construction site deliveries (cement by the pallet, bulk stones, roofing sheets, steel rebar), we schedule dedicated delivery trips. A deposit is required to confirm the order and reserve your delivery slot. Call 0782 005 737 to discuss your project timeline.

6. Damage During Delivery

If any product is damaged during transit, inform our driver before they leave and contact us immediately on 0782 005 737. We will arrange a replacement for goods damaged during our delivery. Damage claims made after the driver has departed cannot be attributed to transit unless supported by documented evidence.

7. Undeliverable Orders

If our delivery vehicle cannot access your site due to road conditions, narrow gates, or security restrictions, we will contact you to arrange an alternative drop-off point. Additional transport from the drop-off point to your site is the customer's responsibility.

At Pioneer Hardwares, we want every customer to be satisfied with their purchase. If something isn't right, we will work with you to resolve it fairly and promptly. This policy explains when and how you can return items.

1. Returns Window

You may return most items within 7 days of purchase with a valid proof of purchase (receipt or M-Pesa transaction confirmation). After 7 days, returns are accepted at the discretion of our management for genuine quality issues only.

2. Items Eligible for Return

• Unused tools and hardware in original packaging
• Sealed paint tins (factory-sealed, not opened or mixed)
• Unopened bags of cement, tile adhesive, or grout
• Unused tiles in full, undamaged boxes
• Electrical accessories and fittings (unused, in original packaging)
• Plumbing fittings and accessories (unused, undamaged)
• Any item with a documented manufacturing defect

3. Items NOT Eligible for Return

• Cut materials (pipes cut to length, rebar cut to size, tiles already cut)
• Opened or mixed paint (custom-mixed colours are non-refundable)
• Opened bags of cement, sand, or aggregates
• Machine cut stones (structural materials once delivered to site)
• Items that have been used, installed, or modified
• Items damaged through customer mishandling
• Special-order items not kept in our standard stock

4. How to Return an Item

• Contact us first on 0782 005 737 or WhatsApp +254782005737 before bringing the item back
• Bring the item to our store opposite Joyland Supermarket, Ruaka — in its original condition with all packaging
• Bring your receipt or M-Pesa confirmation as proof of purchase
• Our team will inspect the item and confirm eligibility for return

5. Refunds

Approved refunds are processed as follows:

• M-Pesa payment: Refunded to your M-Pesa number within 1–2 business days
• Cash payment: Cash refunded in-store immediately upon approval
• Bank transfer: Refunded to your account within 3–5 business days

We may offer a store credit or product exchange as an alternative to a cash refund at your preference.

6. Defective or Wrong Items

If you receive a defective item or we supplied the wrong product, contact us within 48 hours of purchase or delivery via WhatsApp or phone. We will arrange a replacement or full refund at no additional cost to you, including any return delivery charges.

7. Delivery Return Costs

If you are returning an item that was delivered to you, the cost of returning it to our store is the customer's responsibility unless the item is defective or we made an error in the order. We will collect defective items at our own cost.