Africa Drill Mart Ltd. — Refund, Return & Exchange Policy
Effective Date: TBA
Scope: This Policy applies to all purchases made from Africa Drill Mart Ltd. (“we,” “us,” or “our”) through our e-commerce platform and other online sales channels.
Policy Objectives
This policy outlines:
- The eligibility criteria and procedures for refunds, returns, and exchanges.
- Africa Drill Mart Ltd.’s approach to consumer rights and legal compliance.
- Timelines and responsibilities for processing returns and refunds.
- Applicable exclusions and limitations.
2. Consumer Rights & Legal Compliance (Statutory Framework)
2.1 Kenyan Consumer Law
Under the Consumer Protection Act, 2012 (CPA) and Sale of Goods Act:
- Consumers have a right to receive goods of merchantable quality, fit for purpose, and as described.
- In cases of defective, unsafe, not-as-described, or wrongly delivered goods, consumers are entitled to repair, replacement, or refund.
2.2 Statutory Cooling-Off / Remote Sales Rights
Online or remote agreements may allow consumers to cancel certain purchases within a specified window (not less than 7 days) if statutory disclosures and opt-in requirements were not complied with.
Definitions
For purposes of this Policy:
- Delivery Date: The date the customer acknowledges receipt of goods.
- Return Window: The maximum period during which a return may be requested.
- Defective Goods: Items that are faulty, damaged, unsafe, or materially not in conformity with their description/specification at the point of delivery.
- Proof of Purchase: Invoice, order confirmation, or digital receipt confirming purchase.
Eligibility for Returns & Refunds
4.1 General Eligibility
To be eligible for a refund or exchange:
- The claim must be submitted within seven (7) days.
- Goods must be unused, unwashed, and in their original packaging, including accessories, tags, and documentation.
- Proof of purchase must be provided.
- For defective or incorrect goods, photographic or video evidence should be submitted.
Categories & Specific Conditions
5.1 Defective, Damaged, or Incorrect Items
- Eligible for a full refund, replacement, or repair (at the customer’s choice and subject to availability).
- Shipping costs for the return of defective or incorrectly supplied items will be borne by Africa Drill Mart Ltd.
5.2 Change of Mind Returns
- Permitted within the seven (7)-day return window.
- Shipping costs for change-of-mind returns are the customer’s responsibility unless otherwise stated.
- Refunds exclude delivery fees unless advertised as refundable.
Refund Methods & Timing
6.1 Refund Method
Refunds will be issued using the original payment method (e.g., M-Pesa, credit/debit card) unless otherwise agreed in writing.
6.2 Processing Time
- Approved refunds will be processed within 7–14 business days of return approval.
- Additional processing time may apply depending on the payment provider.
Exchanges
- Exchanges are processed in place of refunds where customers opt to replace goods.
- Exchange requests must be submitted within the applicable return window.
- Exchanges are subject to product availability and may require a price adjustment.
Returns Procedure
To request a return or refund:
- Contact customer support via email or phone.
- Provide order details, the reason for the return, and any supporting evidence.
- Upon approval, follow the return instructions provided.
- Ensure returned goods are securely packaged.
Africa Drill Mart Ltd. reserves the right to inspect returned goods before authorizing a refund or exchange.
Partial Refunds & Rejections
Africa Drill Mart Ltd. may issue partial refunds or reject return requests where:
- Goods show signs of use beyond reasonable inspection.
- Items are incomplete or missing components.
- The return request is submitted outside the return window.
In such cases, the customer will be notified of the reasons for the partial refund or rejection.
Billing & Pricing Adjustments
- If exchanged items are of higher value, the customer must pay the price difference.
- If exchanged items are of lower value, the difference will be refunded.
Data Protection & Privacy
By requesting returns, refunds, or exchanges, customers consent to Africa Drill Mart Ltd. using their personal data solely for processing these requests and complying with the Data Protection Act, 2019. Africa Drill Mart Ltd. will handle all personal data in accordance with its Privacy Policy.
Dispute Resolution
Disputes that cannot be resolved amicably may be escalated to the Competition Authority of Kenya or any other competent authority or court as provided under the Consumer Protection Act.
Policy Changes
Africa Drill Mart Ltd. reserves the right to amend or update this Policy at any time without prior notice. The latest version will be published on the company’s website together with the revised effective date.
