Customer Service
Delivery & Installation
Free next-day delivery and professional installation across Kenya's major towns — here's exactly how we get your new appliance home and set up.
Free next-day delivery
We deliver to nearly all regions within Kenya, seven days a week — Monday to Sunday, from 10:00 am to 5:30 pm.
- Enjoy free next-day delivery within Nairobi (for orders above KES 5,000), Eldoret, Mombasa and Kisumu. Regions outside of these may take up to 3 days.
- A KES 300 delivery fee applies to any orders below KES 5,000 in Nairobi.
Free installation & setup
In Nairobi, Eldoret, Mombasa & Kisumu we can deliver and install your new appliance. We install:
- TVs
- Freestanding Dishwashers
- Washing Machines
- Cookers
- Fridges
Pre-installation requirements
TVs
- Wall brackets (you can purchase wall brackets from us).
- Installation is only done on concrete walls — not on any other material. Otherwise, prefabrication is needed before installation.
Washer / Dryer
- 30 amp volt switcher
- 30 amp plug and socket
- Washing machine tap
- Water pressure between 50–800 kPa
- Power point in the installation location
Washer
- 13 amp volt switcher
- Washing machine tap
- Water pressure between 50–800 kPa
- Power point in the installation location
Side-by-side fridges with plumbing
- Water pressure between 138–862 kPa
- Water source behind the fridge location for plumbing
Unpacking in the room of your choice
We use two-person delivery teams to ensure that your goods arrive safely, in one piece. As part of this high-quality service, our drivers will deliver your new appliance to the room of your choice, unpack it, allow you time to check for any damage before asking you to sign for the goods, and then take all the packaging away with them.
After-sales service
At Hotpoint Appliances Ltd we operate a fair and open after-sales service. We firmly believe that setting out our terms clearly — rather than burying them in small print — is what customers should be able to expect of any business.
Over 99% of our orders are handled perfectly: goods are delivered on time and work without fault. However, from time to time things do go wrong. Parcels can be misrouted by couriers, traffic can delay deliveries, manufacturer's specifications can be inaccurate, and items can develop a fault. The real test of a retailer is not just the availability of good-value products, but how well they deal with after-sales problems — and we aim to offer product availability, value, reliable delivery, and a clear, fair after-sales service.
For more information, reach our Customer Service team.
Damaged, missing or wrong items
Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. However, items can get knocked about in transit — and whilst often it is only the packaging that is damaged, the products themselves are occasionally affected. Items can also occasionally get misrouted or lost in transit.
Questions about a delivery? Call our customer care team on 0799 720 720.
