Refund and Return Policy
At Shade Fabricators Kenya, we are committed to delivering high-quality products and services. However, we understand that certain circumstances may require a refund or return. Please read our policy carefully to understand the conditions under which refunds or returns may be processed.
1. Refund Policy
We strive to ensure customer satisfaction with every project. However, if you are not satisfied with our products or services, our refund policy applies under the following conditions:
- Cancellation Before Project Commencement: If you choose to cancel your order before we begin fabricating or installing your shade structure, you may be eligible for a full refund, minus any costs already incurred for materials or preparatory work.
- Cancellation After Project Commencement: Once a project has commenced (e.g., design, fabrication, or installation), cancellations will result in a forfeiture of the deposit paid. In some cases, you may be liable for additional costs depending on the stage of completion.
- Custom Orders: For custom-made shade structures (e.g., car parking shades, balcony shades, or garden shades), once fabrication has started, refunds are not possible, as these items are specially tailored to meet your specifications.
- Installed Products: Once a shade structure has been installed, no refunds will be provided unless there is a defect in the product that cannot be repaired or replaced under warranty.
2. Return Policy
Our shade structures and products are custom-made and installed on-site, making returns generally not applicable. However, we do accept returns under the following conditions:
- Defective Products: If the product you received is defective, please notify us within 7 days of installation. We will inspect the product, and if the defect is found to be due to manufacturing or installation errors, we will either repair the issue or provide a replacement at no additional cost.
- Non-Custom Items: If you have purchased a non-custom item (e.g., a standard tent or shade structure), you may return the item in its original condition within 14 days of purchase for a refund or exchange. The product must be unused and in its original packaging. You will be responsible for return shipping costs.
3. Warranty Coverage
All our products come with a warranty that covers material defects and workmanship. If an issue arises during the warranty period, please contact us, and we will address the issue by either repairing the product or offering a replacement. The terms of the warranty, including its duration and coverage, will be provided at the time of purchase.
Please note that damage caused by improper use, third-party installations, weather events, or alterations made after installation is not covered under our warranty and will not qualify for a return or refund.
4. How to Request a Refund or Return
If you believe you are eligible for a refund or return based on the conditions outlined above, please follow these steps:
- Contact Us: Reach out to our customer service team at [+254 711 672224 or +254 702 224420] or email us at [hello@shadefabricators.com] to explain the issue and request a return or refund.
- Inspection and Approval: For defective or returned products, we will arrange an inspection to assess the issue. If your claim is approved, we will process the refund or initiate a replacement within 7-10 business days.
- Refund Processing: Once approved, refunds will be issued through the original payment method. Please note that it may take a few days for the refund to reflect in your account, depending on your payment provider.
5. Non-Refundable Items
Certain items and situations are not eligible for refunds, including:
Custom-made shade structures after fabrication has started.
Installed products, unless covered by warranty due to defects.
Costs incurred from third-party installers or services not provided by Shade Fabricators Kenya.
6. Contact Us
If you have any questions about our Refund and Return Policy, please contact us at:
Shade Fabricators Kenya
Phone: [+254 711 672224 or +254 702 224420]
Email: [hello@shadefabricators.com]
Address: [Roysambu, Thika Road, Nairobi]