Warranty & Return Policy

I haven't made a purchase yet but I have some questions about your products. Who do I contact?

If you have yet to purchase a Newmatic product but need additional clarification, you can call our Sales Enquiries number (+255 764 740 972), our General Enquiries number (+255 674 217 670) or send us an email at info@tz.newmatic.com.

I am an existing customer. How do I contact your customer service staff?

If you have already purchased a Newmatic product and have issues with it, you may call or Whatsapp our customer service staff at +255 764 740 972 828 or send an email to support@tz.newmatic.com.

Are all Newmatic products covered under warranty?
PRODUCT
WARRANTY LENGTH
Tempered glass on hobs and chimney hoods
Lifetime unconditional factory warranty
Chimney hoods motors (except HT models)
5 years
All other products (except sinks, taps, kitchen hardware and splashbacks)
1 year

I bought the wrong product by mistake. Can I get a refund?

We do not provide cash refunds. Instead, a credit note of equal value will be issued and you may make another purchase from our store.

My products have arrived but I am not satisfied. Can I return them?

You are strongly advised to inspect your products immediately upon delivery. If you are not entirely satisfied, please return them to our delivery staff immediately. Should you decide to return the goods after our delivery staff has left, please contact our customer service staff and ensure that all products, components, accessories, and packaging are intact. You have up to 7 days to return delivered products, after which a return is not accepted.

We reserve the right to reject any return we deem to be in unsatisfactory condition.

What is the return process?

Once our delivery staff deliveries your appliances, you are required to inspect them and ensure they are in good condition before accepting them. In case of any defects, the delivery staff will return the appliance for a replacement.

If the client self-picked the items, they will have to pay the full return shipping cost or return the items themselves.

Once we ascertain that the product had defects, a return will be processed and the item replaced.

Can I install or hire a fundi to install my Newmatic kitchen appliances?

Self-installation of Newmatic chimney hoods, hobs, ovens and microwave ovens should be avoided as it is dangerous and voids the product’s warranty permanently, even after re-installation by Newmatic technicians. For more information, please check our Delivery & Installation page.

My product has been installed but I have changed my mind. Can I return it or get a refund?

Products which have been installed cannot be returned or refunded at full price. Please contact our customer service staff for more details.

My product is faulty but still under warranty. Can Newmatic fix it?

Please contact our customer service staff if your product is faulty. We will send a technician to inspect the item as soon as possible. If the item cannot be repaired, we will send a replacement free of charge, or a credit note of equal value if the item is out of stock. Please also note that warranty does not cover any fault or damage arising from abuse, misuse, accident or neglect. Should this occur, the customer will be liable to pay all repair and related costs.

My product is faulty but is no longer under warranty. Can Newmatic still fix it?

You can contact our customer service staff if your product is faulty even after its warranty has expired. We will send a technician to inspect the product and prepare a quote for the repair as soon as possible.