Lenah Kathurima, Retail Training Manager/HANDOUTHotpoint Appliances has introduced a price match guarantee that allows customers to seek a lower price for identical appliances sold by eligible competitors.
The guarantee took effect on Wednesday, August 26, 2026, and applies at all Hotpoint retail outlets and its online store.
Under the programme, customers can request a price match if they find the same brand, model number and specification at a lower price. The competing product must also carry the same local manufacturer-backed warranty.
The competitor must be a VAT-registered business selling directly to consumers in Kenya. Prices from third-party or marketplace sellers do not qualify.
Customers seeking a price match will generally be required to provide an official quotation from the competitor showing the product, price and date. Screenshots or photographs alone will not be sufficient.
Hotpoint said recognised competitor websites may also be considered, at its discretion.
The company’s Commercial Director, Raj Kanani, said the guarantee was intended to give customers greater certainty when making major purchases.
“This is about removing the doubt from a big purchase,” Kanani said.
Customers can make a claim before buying, after purchasing or through Hotpoint’s online price match form.
For post-purchase claims, customers have seven days from the date of purchase to submit their request. The competitor’s lower price must have been valid when the Hotpoint purchase was made.
Online claims require a link to the competitor’s product page, the price found and details of the product purchased. Hotpoint said it aims to respond to online claims within two hours during business hours.
Approved post-purchase claims are refunded through M-Pesa or by card. Hotpoint said M-Pesa refunds typically reflect within three working days, while card refunds can take up to five working days.
The guarantee does not apply to business-to-business sales, HVAC projects or Modern Trade dealer sales. Clearance, liquidation, ex-display and floor model items are also excluded.
It also does not cover very short-duration competitor flash sales or products bought under other Hotpoint offers or promotions.
Hotpoint said the full terms and conditions are available at its outlets and on its website.
The company was founded in 1984 and says it operates 14 retail outlets in Nairobi, Mombasa, Kisumu and Eldoret. It also distributes more than 27 global brands and operates an e-commerce platform.
