Refund and Returns Policy

Effective Date: 1st October 2024

At Colcal Machinery, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we offer a flexible return and refund policy to ensure your satisfaction. Please review the details below.

1. Returns

1.1 Eligibility for Returns

You may return products purchased from Colcal Machinery within 14 days of receiving your order if they meet the following conditions:

• The product is unused and in new condition.
• The product is returned in its original packaging with all accessories and manuals intact.
• You have the receipt or proof of purchase.
• The product is not a custom order or a special item that is non-returnable (as specified at the time of purchase).

1.2 Return Process

To initiate a return, please follow these steps:

1. Contact our customer service team via email at sales@colcalmachinery.co.ke or call 0701652100 to inform us of the return request.
2. Provide your order number, product details, and reason for return.
3. We will provide you with instructions for returning the product.
4. Once your return is approved, please ensure the product is securely packaged to avoid damage during transit. You are responsible for the cost of return shipping unless the product was defective or incorrect.

1.3 Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect, please contact us immediately at 0701652100 or sales@colcalmachinery.co.ke. We will arrange for the return of the item at no cost to you and either issue a refund or send a replacement, depending on your preference.

2. Refunds

2.1 Refund Eligibility

Once your returned product is received and inspected, we will notify you of the approval or rejection of your refund based on the following criteria:

• The product is in its original, unused condition.
• All packaging, parts, and manuals are included.
• The return was made within the 14-day return window.

If your return is approved, we will process your refund using your original payment method.

2.2 Refund Process

• Refund Method: Refunds will be processed to your original payment method (credit card, mobile money, etc.) within 7-10 business days after the returned item is inspected and approved.
• Shipping Fees: Original shipping charges are non-refundable unless the return is due to a defective or incorrect item.
• Return Shipping Costs: You are responsible for return shipping costs unless the product was damaged or incorrect.

2.3 Non-Refundable Items

Certain items may not be eligible for returns or refunds. These include:

• Custom orders or special-order items.
• Clearance items or items marked as “final sale.”
• Items that have been used, damaged by the customer, or modified in any way.

3. Exchanges

If you would like to exchange a product for a different size, type, or model, you may do so within the 14-day return window. The product must meet the same eligibility requirements outlined above. Please contact us at 0701652100 or sales@colcalmachinery.co.ke to arrange an exchange. Shipping costs may apply.

4. Cancellations

Orders may be cancelled if they have not yet been shipped. To cancel an order, please contact us as soon as possible via phone or email. If the order has already been dispatched, you will need to follow the return process once you receive the product.

5. Contact Information

If you have any questions about our return and refund policy, please reach out to our customer service team:

• Website: https://colcalmachinery.co.ke/
• Phone: 0701652100
• Email: sales@colcalmachinery.co.ke

Thank you for choosing Colcal Machinery! We are committed to providing high-quality solutions and ensuring your satisfaction.