Returns & Refunds Policy

At Tassmatt Agencies Limited, we take pride in the quality and craftsmanship of our machines. Because we sell technical equipment that often requires professional installation and calibration, our return policy is designed to ensure both product integrity and customer satisfaction.

Table of Contents

1. 12-Month Product Warranty

Every machine purchased from Tassmatt (Milk ATMs, Salad ATMs, and Water Purification Systems) comes with a 1 Year Warranty.

What is covered: Factory defects, malfunctioning PLCs/controllers, and structural failures under normal use.
What is not covered: Wear and tear of consumables (filters, membranes), damage from power surges, or unauthorized repairs.

2. Eligibility for Returns

You may request a return within 7 days of delivery under the following conditions:

Defective on Arrival: The machine is found to be faulty or damaged upon delivery and before final installation.
Incorrect Specifications: The product delivered does not match the specifications (capacity, type) agreed upon in your order.
Original Condition: The item must be unused, in its original packaging, and accompanied by the original receipt or invoice.

3. Non-Returnable Items

Due to health and safety standards and the nature of our equipment, we cannot accept returns for:

Installed Systems: Once a Water Purification System or ATM has been piped, powered, and used with milk, oil, or water, it cannot be returned for a “change of mind.”
Consumables: Opened water filters, RO membranes, and chemical treatments.
Custom Builds: Equipment customized with specific branding or unique technical configurations for your site.

4. The Return Process

Notify Us: Contact us immediately at 0726410068 or info@tassmatt.com to report the issue.
Inspection: Our technical team will visit your site or request the item be brought to our showroom at Spine Road, Off Kangundo Road for a quality assessment.
Resolution: If the fault is ours, we will first attempt to Repair or Replace the part or machine. If a replacement is not possible, we will initiate a refund.

5. Refunds

Approval: Once your return is inspected and approved, we will notify you of the status.
Refund Method: Refunds are processed via the original payment method (M-Pesa, Bank Transfer) within 7 business days.
Deductions: Please note that delivery fees and a 10% restocking fee may be deducted from refunds for non-defective returns (e.g., customer ordered the wrong size).