FREQUENTLY ASKED QUESTIONS

Welcome to Patamart. We've put together answers to some of the most common questions about shopping, ordering, delivery, payments, returns, and automotive products.

If you can't find the answer you're looking for, contact us on 0726434691 (Phone / WhatsApp) or patamart254@gmail.com.

GENERAL

What is Patamart?

Patamart is a Kenyan online marketplace offering products across multiple categories, including automotive products, accessories, and everyday essentials.

Our goal is to make shopping convenient by giving customers access to a wide range of products through one online platform.

Where is Patamart located?

Our physical location is:

Summit House, 1st Floor, Office 101
Opposite Central Police Station
Nairobi, Kenya

You can contact us before visiting to confirm availability and assistance.

Do you deliver across Kenya?

Yes. Patamart delivers to customers across Kenya through our delivery partners.

Delivery times depend on the destination and courier network.

How can I contact Patamart?

You can reach us through:

Phone / WhatsApp: 0726434691
Email: patamart254@gmail.com
Website: www.patamart.co.ke

ORDERS

How do I place an order?

Browse www.patamart.co.ke, select the product you want, add it to your cart, and follow the checkout process.

You may also contact us through WhatsApp on 0726434691 if you need assistance placing an order.

Can I order through WhatsApp?

Yes. You can contact us on 0726434691 for assistance with product enquiries and orders.

Please provide the product name or link, quantity, and your delivery location.

Do I receive an order confirmation?

Yes. Once your order has been received, we may contact you to confirm the order, delivery details, and other information required to fulfil it.

An order confirmation does not necessarily mean that the order has been finally accepted. Orders may be subject to stock availability and verification.

Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible on 0726434691.

We will try to accommodate your request where the order has not already been processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the applicable returns process may apply.

What if the product I ordered is out of stock?

If an ordered product becomes unavailable, we may contact you to discuss an alternative, revised fulfilment arrangement, or cancellation and refund where applicable.

PAYMENT

What payment methods do you accept?

Patamart offers payment options depending on the order and delivery arrangement.

Where available, you can pay through:

M-Pesa
Cash on Delivery

Do you offer Pay on Delivery?

Yes. Pay on Delivery is available for eligible orders and delivery locations.

Payment can be made by cash or M-Pesa when you receive your order.

Certain products, orders, locations, or circumstances may require advance payment.

Can I inspect my order before paying?

Where the courier or delivery arrangement permits inspection, customers may inspect the package before completing payment.

Please note that inspection conditions may vary depending on the courier and product.

If you notice an obvious issue with your order, contact Patamart immediately on 0726434691.

DELIVERY

How long does delivery take?

Nairobi: Same-day delivery may be available for qualifying orders placed before 11:00 AM on business days, depending on the delivery location and courier availability.

Outside Nairobi: Standard delivery is generally 1–2 business days after dispatch, depending on the destination and courier network.

Remote locations may require additional delivery time.

How much does delivery cost?

Delivery charges depend on factors such as your location, order size, weight, and applicable courier charges.

The applicable delivery fee will be communicated or displayed during the ordering process.

Do you offer free delivery?

Patamart does not currently offer standard free delivery. Any free-delivery promotion will be subject to the specific terms of that promotion.

What happens if I miss my delivery?

If you are unavailable when the courier arrives, the courier may attempt delivery again.

Up to 2 delivery attempts may be made. After unsuccessful attempts, the order may be returned to the Patamart collection point and additional delivery charges may apply.

Please ensure that your phone is available and that the delivery address and contact information provided are accurate.

How do I track my order?

Once your order has been dispatched, we may send a delivery update via SMS or WhatsApp.

For assistance, contact:

0726434691 (Phone / WhatsApp)

Please provide your order number when requesting an update.

AUTOMOTIVE PRODUCTS

How do I know if an automotive part fits my vehicle?

Automotive compatibility can depend on several factors.

Before ordering, we recommend confirming:

Vehicle make
Model
Year
Engine type or variant
Part number / OEM number
Any other relevant vehicle specifications

If you're unsure, contact us on 0726434691 before placing your order.

Can Patamart confirm compatibility for me?

Yes, we can assist where sufficient vehicle and product information is available.

For the most accurate assistance, send us your:

Vehicle make + model + year + engine + part/OEM number (if available).

Where necessary, we may request photographs of the existing part or additional vehicle information.

What happens if I order the wrong part?

If the wrong product was ordered because of incorrect or incomplete vehicle information, the return may be treated as an eligible change-of-mind or compatibility return and will be subject to our Returns, Refunds & Exchanges Policy.

If Patamart supplied the wrong product, contact us immediately so we can investigate and arrange an appropriate resolution.

Can I return an automotive part after installing it?

Generally, installed or used automotive parts are not eligible for discretionary returns.

However, this does not affect any applicable legal rights where a product is defective, faulty, incorrectly supplied, or otherwise gives rise to a remedy under Kenyan law.

What if an automotive part is defective?

We may request photographs, videos, installation information, or other details to help assess the issue.

Where a remedy is applicable, we may arrange a replacement, exchange, repair, or refund in accordance with our applicable policy and Kenyan law.

RETURNS & REFUNDS

How long do I have to request a return?

Eligible discretionary returns should generally be requested within 7 days of delivery.

Different conditions may apply to defective, damaged, or incorrectly supplied products where applicable under Kenyan law.

What condition must a returned product be in?

For an eligible discretionary return, the product should generally be:

Unused
In its original condition
In its original packaging
Complete with included accessories and components
Accompanied by proof of purchase

Are there products that cannot be returned?

Some products are generally excluded from discretionary returns once opened, installed, fitted, or used, including certain electrical components, liquids, custom/special-order products, and products marked Final Sale.

See our Returns, Refunds & Exchanges Policy for the full conditions.

How long do refunds take?

Approved refunds are generally processed through M-Pesa within 5–7 business days after approval.

Processing times may vary depending on the payment provider or other circumstances.

How do I request a return?

Phone / WhatsApp: 0726434691
Email: patamart254@gmail.com

Provide your order number, the reason for the return, and any supporting information requested by our team.

DAMAGED OR INCORRECT ORDERS

What should I do if my order arrives damaged?

Send us:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging where relevant

We will investigate and determine the appropriate resolution.

What if I receive the wrong product?

Please provide your order number and photographs of the product received. We will review the order and arrange an appropriate resolution where Patamart supplied an incorrect item.

CUSTOMER SUPPORT

What are your support hours?

Monday – Friday: 8:00 AM – 6:00 PM (EAT)
Saturday: 9:00 AM – 3:00 PM (EAT)
Sunday & Public Holidays: Closed

Can I visit your physical location?

Yes.

Patamart
Summit House, 1st Floor, Office 101
Opposite Central Police Station
Nairobi, Kenya

For product-specific assistance or returns, please contact us before visiting.

Do I need an account to order?

Depending on the website checkout process, you may be able to place an order without creating a full customer account. If an account is required for a particular transaction, the website will indicate this during checkout.

Is my personal information safe?

Patamart takes reasonable measures to protect customer information and handles personal data in accordance with applicable Kenyan data-protection requirements.

For more information, please read our Privacy Policy.

STILL HAVE A QUESTION?

We're happy to help.

Phone / WhatsApp: 0726434691
Email: patamart254@gmail.com
Website: www.patamart.co.ke

Location:
Summit House, 1st Floor, Office 101
Opposite Central Police Station
Nairobi, Kenya

Last updated: August 2026