REFUNDS AND RETURNS POLICY AT SHADEPRO

At ShadePro Kenya, customer satisfaction is our top priority. We strive to ensure that every product you purchase meets your expectations in quality, functionality, and design. However, we understand that sometimes issues may arise, and you might need to return or exchange a product. This page outlines our comprehensive refunds and returns policy to guide you through the process.

Our Commitment to You

We are committed to providing high-quality shade and shelter solutions that deliver on durability, style, and functionality. If for any reason you are not satisfied with your purchase, our refund and return policy ensures a seamless and stress-free resolution.

Eligibility for Refunds and Returns

To qualify for a refund or return, your request must meet the following conditions:

1. Timeframe

Refund or return requests must be initiated within 14 days of receiving the product.

Products reported as defective under warranty follow a separate procedure outlined in our warranty policy.

2. Product Condition

The item must be unused, in its original packaging, and in the same condition as when you received it.

Customized or specially ordered items may not be eligible for returns unless defective.

3. Proof of Purchase

A valid receipt or proof of purchase is required to process your return or refund request.

Non-Returnable Items

The following items are not eligible for refunds or returns unless they are defective:

Customized products (e.g., personalized tents, tailored shades).

Items that have been installed, used, or modified after delivery.

Clearance or sale items marked as final sale.

Steps to Request a Refund or Return

If you believe your purchase qualifies for a refund or return, follow these simple steps:

1. Contact Customer Support

Reach out to our customer service team via phone or email. Provide details about your purchase, the reason for your return, and any supporting evidence (e.g.,photographs for defective products).

2. Approval Process

Our team will review your request to confirm eligibility. Approved requests will receive a Return Merchandise Authorization (RMA) number.

3. Return the Product

Once approved, ship the product back to us. Ensure the item is securely packaged to avoid damage during transit.

Customers are responsible for return shipping costs unless the product is defective or incorrect.

4. Inspection and Processing

Upon receiving the returned item, our team will inspect it to ensure it meets the eligibility criteria.

Approved refunds are processed within 7–14 business days.

Refund Options

We offer the following refund options:

1. Original Payment Method

Refunds will be credited to the original payment method used for the purchase.

2. Store Credit

Alternatively, customers can choose to receive store credit for future purchases at ShadePro Kenya.

3. Replacement Product

In cases of defective items, you may opt for a replacement product instead of a refund.

Common Scenarios for Refunds and Returns

1. Defective or Damaged Products

At ShadePro Kenya, we take great care to ensure that every product is delivered in perfect condition. However, if you receive a defective or damaged item, please notify us within 48 hours of delivery. Provide clear photographs and a description of the issue to expedite the process.

2. Incorrect Items Delivered

If you receive an item that is different from what you ordered, contact us immediately. We will arrange for the incorrect item to be returned and the correct one delivered at no additional cost.

3. Change of Mind

While we encourage careful consideration before making a purchase, we understand that preferences can change. Eligible items can be returned for store credit or a refund, provided they meet the conditions outlined in this policy.

4. Customized Products

Customized or made-to-order items are not eligible for returns unless they are defective or do not meet the agreed specifications. In such cases, we will work closely with you to resolve the issue.

Tips for Hassle-Free Returns

To ensure a smooth returns process, follow these best practices:

Check Your Order: Review your order upon delivery to confirm that all items match your expectations.

Retain Packaging: Keep the original packaging intact until you are certain you will not return the product.

Document Issues: Take photographs and detailed notes of any defects or discrepancies to provide clear evidence during your return request.

Communicate Promptly: Contact us as soon as you notice an issue to avoid delays in processing your request.

Exchanges

In some cases, you may prefer to exchange an item rather than request a refund. Exchanges are subject to product availability and must meet the same eligibility criteria as refunds and returns. Contact our customer support team to discuss your options.

Shipping Information for Returns

When returning an item, ensure it is properly packaged to avoid damage during transit. Include the following:

Your RMA number.

A copy of your proof of purchase.

Any additional documentation requested by our team.

Return Address:

Shadepro Solutions Ltd

Round House, Thika Road

0724032748

Refund Processing Time

Refunds are typically processed within 7–14 business days after we receive and inspect the returned item. The exact timing depends on your payment method and financial institution.

Customer Support Contact Information

Phone: 0724032748

Email: info@shadepro.co.ke

Office Hours: Monday to Friday, 8:00 AM to 5:00 PM

Our Guarantee

At ShadePro Kenya, we are dedicated to ensuring our customers have the best experience possible. Our refunds and returns policy reflects our commitment to transparency, fairness, and customer satisfaction.

Thank you for choosing ShadePro Kenya for your shade and shelter needs. If you have any questions or concerns, don’t hesitate to reach out. We’re here to help!