Returns And Refunds Policy

Last Updated: 10 August 2026

At Kitchenware Fabricators, customer satisfaction is our priority. We are committed to supplying quality kitchenware, kitchen equipment, fabricated products, and related accessories. If you are not completely satisfied with your purchase, this policy explains how returns, exchanges, and refunds are handled.

1. Return Eligibility

You may request a return within 7 days from the date your order is delivered, provided that:

  • The item is unused or only slightly opened for inspection and remains in good condition.
  • The item is returned in its original condition and packaging, where applicable.
  • All accessories, manuals, parts, fittings, and other items supplied with the product are included.
  • The product has not been modified, altered, installed, or damaged after delivery.
  • You provide proof of purchase, such as a receipt or order number.

All returns are subject to inspection and approval before a refund or replacement is processed. Once your return has been approved, you will be provided with instructions to return the product to our store or to an agreed drop-off location.

2. Items Eligible for Return

We accept returns for products that are new or have been slightly opened, provided they meet the applicable return conditions.

A product may be eligible for return where:

  • You received the wrong product, size, model, or specification.
  • The product arrived damaged during delivery.
  • The product has a verified manufacturing or workmanship defect.
  • The product received is significantly different from the product ordered.
  • The product was only slightly opened for inspection and remains in good, resalable condition.
  • The product is returned with all original accessories, parts, packaging, and other items supplied with the order.

3. Non-Returnable Items

Returns or refunds will generally not be accepted for:

  • Products that have been used, installed, modified, altered, or physically damaged after delivery.
  • Products showing signs of misuse, negligence, improper handling, or unauthorized modification.
  • Products with missing parts, accessories, packaging, or components supplied with the original order.
  • Products damaged through normal wear and tear.
  • Clearance, promotional, or “Final Sale” items unless they are defective or otherwise approved for return.
  • Products that have been customized, specially fabricated, or made according to the customer’s specifications, unless they are defective, damaged, or materially different from the agreed specifications.
  • Products that have been permanently installed or altered after delivery, unless the issue is due to a verified manufacturing or workmanship defect.

4. Defective or Damaged Products

If a product is found to have a manufacturing or workmanship defect, we may, depending on the circumstances:

  • Repair the product;
  • Replace the product or affected component; or
  • Issue a refund or other appropriate remedy.

Products damaged through accidental damage, misuse, improper installation, negligence, unauthorized modification, or improper handling may not qualify for a refund or replacement.

Where applicable, warranty claims will be handled in accordance with the relevant product or manufacturer warranty.

5. How to Request a Return

To initiate a return:

  1. Contact our customer support within 7 days of receiving your order.
  2. Provide your order number, reason for the return, and clear photos or videos of the product where applicable.
  3. Wait for our return authorization and detailed instructions before sending the product back to our store or to an agreed drop-off location.
  4. Return the product securely packaged with all original contents, parts, accessories, and packaging where applicable.

Returns sent without prior approval may be declined.

6. Inspection Process

Once we receive the returned product, our team will inspect it to confirm:

  • The reported issue or reason for return.
  • The physical condition of the product.
  • Whether the product has been used, installed, modified, or damaged.
  • The completeness of the product, parts, accessories, and packaging.
  • Whether the product qualifies under this Return & Refund Policy.

Inspection is normally completed within 2–5 business days after receiving the returned product.

7. Refunds

If your return is approved:

  • Refunds will be processed within 7 business days after inspection and approval.
  • Refunds will be issued using the original payment method where possible.
  • Original shipping or delivery charges are generally non-refundable unless the return resulted from our error, a defective product, or damage that occurred during delivery.
  • Depending on your payment provider, the refund may take additional time to appear in your account.

8. Exchanges

Where available, we may offer an exchange instead of a refund for:

  • Incorrect products supplied.
  • Confirmed manufacturing or workmanship defects.
  • Products damaged during delivery.
  • Products that are significantly different from what was ordered.

If the requested replacement is unavailable, we may offer a refund or store credit, depending on the circumstances.

9. Return Shipping Costs

If the return is due to our error, such as:

  • Sending the wrong product;
  • Supplying a defective product; or
  • Delivering a product that was damaged before or during delivery,

we will cover the applicable return shipping costs.

For an approved return for any other reason, the customer will be responsible for the return shipping cost of KES 500.00.

Return shipping costs must not be incurred or paid before receiving our return authorization and instructions.

10. Order Cancellations

Orders may be cancelled before they have been dispatched, subject to confirmation from Kitchenware Fabricators.

Once an order has been dispatched, it can only be returned in accordance with this Return & Refund Policy.

For products that have already entered fabrication, customization, or preparation according to the customer’s specifications, cancellation may not be possible.

11. Warranty

Where applicable, products sold by Kitchenware Fabricators may include a manufacturer, supplier, or workmanship warranty. Warranty coverage and duration may vary depending on the product.

Unless otherwise stated, warranty coverage does not apply to:

  • Accidental damage;
  • Improper use or handling;
  • Damage caused by improper installation;
  • Physical abuse or negligence;
  • Unauthorized repairs or modifications;
  • Damage resulting from normal wear and tear; or
  • Damage caused by failure to follow applicable product instructions.

Please retain your purchase receipt or order confirmation for warranty claims.

12. Contact Us

If you have any questions regarding returns, exchanges, refunds, or warranty claims, please contact us:

Kitchenware Fabricators

Website: https://kitchenwarefabricators.co.ke/

Email: sales@kitchenwarefabricators.co.ke

Phone / WhatsApp: +254707441093

Business Hours: Monday – Saturday, 8:00 AM – 6:00 PM