Return & Refund Policy
Effective Date: 29 August 2026
At Ruiru Mabati Factory, we are committed to supplying quality roofing materials and ensuring that every order is handled accurately and professionally. We understand that circumstances may sometimes require a product to be returned or an order issue to be resolved.
This Return & Refund Policy explains when returns, replacements, exchanges, and refunds may be accepted.
1. Products Eligible for Return
A product may be eligible for return or replacement where:
-
The wrong product was supplied compared to the confirmed order.
-
The product supplied is materially different from the product ordered.
-
The product has a manufacturing defect that existed before delivery or collection.
-
The product was damaged before it reached the customer and the damage was reported in accordance with this policy.
-
The quantity delivered differs from the quantity stated on the confirmed order.
Customers should inspect their order immediately upon delivery or collection and notify us of any issue as soon as possible.
2. Inspection Upon Delivery or Collection
Customers are encouraged to inspect all roofing materials before accepting delivery or leaving our premises.
Where possible, any visible damage, shortage, incorrect product, colour discrepancy, gauge discrepancy, or other issue should be recorded on the delivery documentation and reported to our team immediately.
Signing for or accepting a delivery does not prevent a customer from reporting a genuine manufacturing defect that could not reasonably have been identified during delivery. However, visible damage or shortages should be reported promptly.
3. Return Period
Requests concerning incorrect, defective, damaged, or incomplete orders should be reported within 48 hours of delivery or collection.
For manufacturing defects that are not reasonably detectable during initial inspection, customers should notify us as soon as the defect becomes apparent.
Returns submitted outside the applicable period may be considered at the discretion of Ruiru Mabati Factory.
4. Products That Cannot Be Returned
Returns may not be accepted for products that:
-
Have been cut, modified, fabricated, drilled, bent, painted, installed, or otherwise altered at the customer’s request.
-
Have been installed or used.
-
Have been damaged after delivery or collection due to improper handling, storage, transportation, installation, or use.
-
Were manufactured or prepared specifically according to the customer’s measurements or specifications, unless the product is defective or we supplied the wrong specification.
-
Were purchased as clearance, special-order, or non-returnable items where this was clearly communicated to the customer before purchase.
-
Are returned solely because the customer changed their mind after the order has been processed, where the product has been specially prepared or cannot reasonably be resold.
5. Change-of-Mind Returns
Because many roofing products are ordered, cut, prepared, or supplied according to specific customer requirements, change-of-mind returns are not automatically accepted.
Where a product has not been altered, used, installed, or specially prepared, Ruiru Mabati Factory may, at its discretion, consider a return or exchange.
Any applicable transportation, handling, restocking, or other reasonable costs may be deducted from the amount refundable where permitted.
6. Wrong Product Supplied
If Ruiru Mabati Factory supplies a product that does not match the confirmed order, please contact us immediately.
After verification, we may arrange for:
-
Replacement with the correct product;
-
Collection of the incorrect product; or
-
Another appropriate resolution agreed with the customer.
Where the error is confirmed to be ours, reasonable costs associated with correcting the error will be handled by Ruiru Mabati Factory.
7. Damaged Products
If products arrive visibly damaged, customers should notify the delivery team and contact Ruiru Mabati Factory as soon as possible.
Customers may be requested to provide:
-
Photographs or videos showing the damage;
-
Photographs of the packaging or delivery condition, where applicable;
-
The order or invoice number;
-
Delivery details; and
-
A description of the issue.
We will assess the circumstances and determine the appropriate resolution.
8. Manufacturing Defects
Where a customer believes a product has a manufacturing defect, Ruiru Mabati Factory may inspect the product before approving a return, replacement, or other remedy.
A manufacturing defect does not include damage caused by:
-
Incorrect installation;
-
Improper handling;
-
Improper storage;
-
Modification or alteration;
-
Normal wear and tear;
-
Negligence;
-
Use outside the intended purpose; or
-
Failure to follow applicable installation or maintenance instructions.
9. Refunds
Where a refund is approved, the refund will normally be processed using the original payment method where reasonably possible.
Refund processing times may vary depending on the payment method and financial institution.
A refund will not necessarily be issued immediately upon receipt of returned goods. Returned products may first need to be inspected and the return approved.
Delivery, transportation, handling, or other charges may be non-refundable where the customer is responsible for the return or where the charges relate to a service that has already been provided.
10. Exchanges and Replacements
Where an exchange or replacement is approved, the replacement will be subject to product availability.
If the replacement product has a different price, the applicable price difference may need to be paid or refunded.
11. Return Condition
Approved returns must, where applicable:
-
Be unused;
-
Be in saleable condition;
-
Not have been installed or modified;
-
Be accompanied by the relevant invoice, receipt, or order information; and
-
Be returned in accordance with the instructions provided by Ruiru Mabati Factory.
We reserve the right to reject a return where inspection establishes that the product was damaged or altered after delivery or collection.
12. Custom and Made-to-Order Products
Products manufactured, cut, rolled, fabricated, or otherwise prepared according to specific customer measurements or requirements are generally not eligible for return due to change of mind.
If such a product is defective or was produced incorrectly based on the confirmed order, the matter will be reviewed and an appropriate remedy may be provided.
13. How to Request a Return
To request a return, replacement, or refund, contact Ruiru Mabati Factory through our official customer service channels and provide:
-
Customer’s full name;
-
Order or invoice number;
-
Product name and quantity;
-
Date of purchase;
-
Date of delivery or collection;
-
Reason for the return;
-
Photographs or videos where relevant; and
-
Any other information reasonably required to assess the claim.
Do not return products without first receiving return instructions from Ruiru Mabati Factory.
14. Return Transportation
Unless the return is due to an error, confirmed manufacturing defect, or other issue attributable to Ruiru Mabati Factory, the customer may be responsible for the cost of transporting the product back to us.
Where Ruiru Mabati Factory is responsible for the issue, we will determine the appropriate method of collection or return.
15. Order Cancellation
Customers should contact us as soon as possible if they wish to cancel an order.
Cancellation may be possible before production, preparation, dispatch, or delivery. However, once an order has entered production, has been specially prepared, or has been dispatched, cancellation may no longer be possible.
Any applicable refund will be subject to the circumstances of the cancellation and this Return & Refund Policy.
16. Policy and Consumer Rights
Nothing in this policy is intended to remove or restrict any rights or remedies that a customer may have under applicable Kenyan law.
Where a mandatory consumer protection requirement applies, that requirement will take precedence over any conflicting provision of this policy.
17. Contact Us
If you have a question regarding a return, replacement, exchange, refund, damaged product, or order cancellation, please contact Ruiru Mabati Factory through our official customer service channels.
Please have your order number or invoice number available so that our team can assist you efficiently.
Ruiru Mabati Factory
Website: ruirumabati.co.ke
This policy may be updated from time to time to reflect changes in our products, services, procedures, or applicable legal requirements.
