Returns & Exchanges Policy

30-Day Returns and Exchanges

We accept returns and exchanges for eligible products within 30 days of delivery or collection.

This policy applies to customers in Kenya and covers both defective and non-defective products, including custom-fabricated and made-to-order items where applicable.

Return Conditions

• Items must be unused and in new, resalable condition.
• Items should be returned with their original packaging where applicable.
• Products that have been damaged through misuse, negligence, unauthorised modification, or normal wear and tear may not qualify for a return.
• Custom-fabricated and made-to-order items may be assessed individually before a return, exchange, repair, or refund is approved.

Return Method

Returns and exchanges are handled in store.

Before returning an item, please contact us first so that we can arrange a suitable time for the return at our Landhies Road workshop in Nairobi.

We do not currently offer courier collection for standard returns.

Defective Products

If a product is defective or has a fault attributable to our product or workmanship, please contact us as soon as possible.

We will inspect the product and, where appropriate, arrange a repair, replacement, exchange, or refund.

Defective products are not subject to any restocking fee.

Non-Defective Returns

We accept eligible non-defective returns within 30 days of delivery or collection.

This includes returns due to change of mind or ordering the wrong item, provided the product meets the return conditions above.

There is no restocking fee for eligible returns.

Refunds

Once a returned item has been inspected and the return has been approved, refunds will be processed within 7 days.

Refunds are only issued after the returned product has been inspected and approved in accordance with this policy.

Exchanges

Customers may request an exchange within 30 days of delivery or collection.

Exchanges are subject to product availability and the returned item meeting the conditions outlined in this policy.

30-Day Installation Fault Cover

For products supplied and installed by us, our installation is covered for faults reported within 30 days of installation.

If an installation-related issue occurs within this period, we will inspect the issue and, where the fault is attributable to our installation, repair it at no additional charge.

If the issue cannot be repaired and the fault is determined to be our responsibility, we will arrange an appropriate remedy, which may include an exchange or other resolution.

Issues caused by misuse, incorrect operation, negligence, accidents, unauthorised modifications, or normal wear and tear are not covered under the installation fault provision.

Costs Outside the Return & Installation Cover

Where an issue falls outside the 30-day return period or the 30-day installation fault cover, we may assess the product and provide a repair or maintenance quotation before any chargeable work begins.

Any assessment, repair, replacement parts, or maintenance outside the applicable coverage may be chargeable to the customer.

Contact Us

For returns, exchanges, defective products, or installation issues, please contact us before bringing the item to our workshop so that we can assist you with the appropriate process.

Email info@kitchenandall.co.ke or message us on WhatsApp.