Effective Date: 1st December 2025

At Top Kitchen Appliances (“we”, “our”, “us”), your satisfaction is our priority. This Return & Refund Policy explains how you can return items, request refunds, or exchange products purchased through topkitchenappliances.co.ke.

Please read this policy carefully before making a purchase.

1. Return Eligibility

You may request a return or exchange if any of the following apply:

a. Defective, Damaged, or Faulty Items
Products that are defective, have manufacturing faults, or were damaged in transit.

b. Incorrect Items
Items delivered that differ from the description, model, size, or quantity you ordered.

c. Change of Mind / Unsatisfied Products
Items that are unused, in original condition, and returned within the return period. This applies only to non-perishable, non-custom, non-clearance products.

Conditions for Returns:
• Product must be unused, unwashed, and in original packaging, (partially opened and in good state) with all accessories, manuals, tags, and warranty cards.
• Proof of purchase (order number or receipt) must be provided.

2. Return Time Frame

• Returns must be initiated within 7 days of delivery for all eligible reasons.
• Requests made after this period may be considered only at our discretion.

3. How to Initiate a Return

To start a return:

1. Contact Customer Support immediately:
   Email: info@topkitchenappliances.co.ke
   Phone: +254 790 187 673
2. Provide your:
   • Order number
   • Product name / SKU
   • Reason for return
3. Our support team will provide return instructions (shipping address, pickup options, or return authorization)

4. Refunds, Exchanges & Store Credits

Refunds:
• Refunds are issued using the original payment method unless otherwise agreed.
• Refunds will be processed within 1–7 business days after we receive and inspect your returned product.
• Shipping charges are non-refundable unless the return is due to our error (e.g., wrong or defective product). (Corso)

Exchanges:
• You may request an exchange for products that are defective, incorrect, or unwanted (if unused).
• Exchanges are subject to available stock; if the replacement is unavailable, a refund or store credit may be offered.

Store Credit:
• If agreed, you may opt to receive store credit instead of a refund. Store credit is valid for future purchases.

5. Return Shipping Costs

• Customers are responsible for return shipping costs (Fixed Restocking fee ksh 500) unless the return is due to a mistake on our part (wrong item sent or defective product).
• We recommend using a trackable courier service; we are not liable for items lost or damaged in return transit without tracking.

6. Items Not Eligible for Returns

The following cannot be returned unless defective:
• Perishable products or consumables
• Customized or special-order items
• Items that have been used, installed, or show signs of wear
• Clearance or deeply discounted items (unless defective)

7. Inspection & Condition

All returned products are inspected upon receipt. Refunds, exchanges, or store credits will only be issued if the item meets the eligibility requirements outlined above. Returns that are missing original packaging, parts, or accessories may qualify for a partial refund. Opened or slightly used items are subject to inspection, and if the product cannot be resold as new, a partial refund or store credit may be issued at our discretion.

8. Your Consumer Rights

This policy is designed to comply with the Consumer Protection Act of Kenya and applicable e-commerce best practices. You have the right to dispute charges or seek remedies under the law if we fail to comply.

9. Changes to Policy

We may update this policy over time. The updated version will be posted here with a new effective date.