Refund & Return Policy

This Refund and Return Policy explains the terms under which Tassmatt Limited accepts returns, exchanges, and refunds for products purchased through www.tassmatt.com.

1. Eligibility for Returns
   Due to the nature of industrial, food, and beverage processing equipment, returns are accepted only under the following conditions:
   • The product delivered is defective
   • The wrong product was supplied
   • The product was damaged during delivery

The product must be unused, uninstalled, and in its original condition with all accessories and packaging intact.

2. Return Request Timeline
   All return requests must be submitted within 7 days from the date of delivery. Requests made after this period may not be accepted.

3. Non Returnable Items
   The following items are not eligible for return or refund:
   • Installed or used equipment
   • Custom built or modified equipment
   • Consumables and spare parts
   • Products damaged due to misuse, power issues, or improper handling

4. Return Approval Process
   To initiate a return, you must contact us with your order details and reason for return. Returns are subject to inspection and approval by Tassmatt Limited before acceptance. Unauthorized returns will not be accepted.

5. Return Shipping Costs
   If the return is approved due to our error or product defect, Tassmatt Limited will arrange or reimburse return transport. If the return is due to customer error, return shipping costs will be borne by the customer.

6. Refund Processing
   Approved refunds are processed after inspection of the returned product. Refunds are issued using the original payment method where possible. Processing timelines may vary depending on payment provider policies.

7. Partial Refunds
   Partial refunds may be issued where applicable, including cases of missing accessories, damaged packaging, or handling costs incurred.

8. Exchanges
   Where possible, we may offer a replacement or exchange instead of a refund, subject to product availability.

9. Installation and Service Fees
   Installation fees, transport charges, and service costs are non refundable once services have been rendered, even if the product is later returned.

10. Order Cancellations
    Order cancellations must be requested before dispatch. Once an order has been dispatched or installation has begun, cancellations may not be eligible for a refund.

11. Inspection on Delivery
    Customers are required to inspect products upon delivery. Any issues must be reported within 24 hours. Failure to report may affect eligibility for returns or refunds.

12. Refund Exceptions
    Refunds will not be issued for changes of mind, business performance expectations, or operational challenges after purchase.

13. Legal Compliance
    This policy operates in line with applicable consumer protection laws in Kenya. Where legal rights apply, this policy does not limit statutory consumer rights.

14. Contact Information
    For return or refund requests, contact us through:
    Website: www.tassmatt.com
    Phone: 0726410068
    Email: info@tassmatt.com
    Showroom: Spine Road, Off Kangundo Road Near Mama Lucy Kibaki Hospital