Delivery policy

01Delivery Locations

Dong Solar Kenya delivers products to customers across Kenya. Our primary delivery zones include Nairobi and surrounding areas, with coverage extending to major towns and counties across the country.

Delivery is available to the following areas:

• Nairobi & Metropolitan: Nairobi CBD, Westlands, Karen, Kasarani, Embakasi, Kikuyu, Thika, and surrounding areas.
• Major Towns: Mombasa, Kisumu, Nakuru, Eldoret, Nyeri, Thika, Machakos, Meru, and other major urban centres.
• Upcountry & Remote Areas: Deliveries to upcountry or remote locations are available but may attract higher delivery charges and longer lead times. Please contact us to confirm coverage for your specific location.

02Order Processing & Delivery Timeframes

Once your order is confirmed and payment has been received (or a deposit made for installation orders), processing begins. Estimated timeframes are as follows:

• Order Processing: 1–3 business days from the date of order confirmation and payment receipt.
• Nairobi Deliveries: 1–3 business days after processing.
• Upcountry Deliveries: 3–7 business days after processing, depending on the destination.
• Bulky or Custom Orders: Large items such as solar panels, battery systems, and inverters may require additional lead time. Estimated dispatch dates will be communicated at the time of order confirmation.

03Delivery Charges

Delivery charges are calculated based on the destination, size, and weight of your order. The applicable delivery fee will be clearly displayed at checkout before you complete your purchase.

General delivery charge guidelines:

• Nairobi & Environs: Flat-rate delivery fees apply for standard parcels. Bulky items (e.g. panels, batteries) are quoted separately.
• Upcountry & County Deliveries: Charges vary by destination and total order weight. These will be quoted at checkout or upon request.
• Free Delivery: Dong Solar Kenya may offer free delivery promotions from time to time. Check our website or contact us for current offers.

04Receiving Your Order

To ensure a smooth delivery, please note the following:

• Ensure that the delivery address provided at checkout is accurate and complete, including building name, floor, and any relevant landmark.
• Please ensure that a responsible person (18 years or older) is available at the delivery address to receive, inspect, and sign for the order.
• Upon receipt, inspect all items before signing the delivery note. If any item appears damaged or is missing, note this on the delivery documentation and contact us immediately.
• If no one is available to receive the delivery, our courier or team will attempt to contact you. Failed delivery attempts may result in redelivery charges.

05Damaged, Missing & Delayed Orders

We take great care in packaging and dispatching all orders. However, if you experience any of the following, please contact our team as soon as possible:

• Damaged Items: If your order arrives damaged, please take photographs of the packaging and the item(s) before unpacking further, and contact us within 24 hours of delivery.
• Missing Items: If your order is incomplete, please check your order confirmation against what was delivered and report any discrepancies to us within 24 hours.
• Delayed Orders: If your order has not arrived within the estimated timeframe, please contact us and we will investigate with the relevant courier or logistics partner.

Claims for damaged or missing items reported after 48 hours of delivery may not be accepted. We strongly recommend inspecting your order promptly upon receipt.

06Installation Delivery & Site Requirements

For orders that include professional installation by our certified technicians, the following applies:

• An installation date will be agreed upon after order confirmation and deposit receipt.
• The customer is responsible for ensuring safe, clear, and accessible site conditions on the day of installation.
• If a site visit or survey is required prior to installation, this will be arranged and communicated in advance.
• Rescheduling of installation appointments must be requested at least 48 hours in advance. Late cancellations may attract a rescheduling fee.

07Changes to This Policy

Dong Solar Kenya reserves the right to update this Delivery Policy at any time. All changes are effective immediately upon being posted to this page.

We encourage you to review this policy periodically. Your continued use of our website or services following any changes constitutes your acceptance of the updated policy.

Have a question about your delivery or need to arrange a special shipment?
Our team is happy to help — we typically respond within one business day.