Order Cancellation & Refunds

At Tassmatt Agencies Limited, we strive to ensure every customer is satisfied with their purchase. We understand that plans can change, and we have established the following guidelines for order cancellations.

Table of Contents

1. How to Cancel an Order

If you need to cancel your order, please notify us as soon as possible. You can initiate a cancellation by:

Calling us directly: 0726410068 (Fastest method)
Emailing us: info@tassmatt.com
Visiting our showroom: Spine Road, Off Kangundo Road, Nairobi.

2. Cancellation Windows

Before Dispatch: If your order has not yet left our showroom or warehouse, you may cancel it for a full refund.
After Dispatch: If the equipment is already in transit with our logistics team or courier partners, the order cannot be cancelled. You will need to receive the item and follow our Return Policy (if applicable). Shipping fees incurred for dispatched items are non-refundable.

3. Special Note on Custom Installations

For specialized projects such as Commercial Water Purification Plants or Custom-Branded ATMs:

Once fabrication or on-site installation work has commenced, cancellations may be subject to a restocking or labor fee to cover the costs of materials and technical work already performed.

4. Refunds

Processing Time: Once a cancellation is approved, refunds are typically processed within 3 to 5 business days.
Refund Method: Refunds will be issued via the original payment method (M-Pesa, Bank Transfer, or Credit/Debit Card).
Transaction Fees: Please note that any non-refundable transaction fees charged by payment processors (e.g., mobile money transaction fees) may be deducted from the final refund amount.

5. Non-Cancellable Items

Used or installed spare parts (filters, membranes, PLC controllers) that have been opened or utilized.
Custom software configurations tailored specifically to your business.