Overview

At TrustedBuilder Kenya, we are committed to providing quality products and reliable service. We understand that sometimes a product may need to be returned or exchanged.

Return Eligibility

Products may be eligible for return or exchange if:

  • The wrong product was supplied.
  • The product arrived damaged or defective.
  • The product does not match the agreed order.
  • The product is unused and in its original condition and packaging.

Products That Cannot Be Returned

Returns may not be accepted for:

  • Products that have been used, installed, altered, or damaged after delivery.
  • Products without their original packaging where the packaging is required for resale.
  • Custom-made, specially ordered, or cut-to-size products unless they are defective or supplied incorrectly.

Return Period

Customers should contact TrustedBuilder Kenya as soon as possible after receiving their order, preferably within 7 days, if they wish to request a return or exchange.

Exchange

Where an exchange is approved, we will arrange for the eligible product to be exchanged for the correct product, subject to availability.

If the replacement product has a higher price, the customer may be required to pay the difference.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us before using or installing the product. We may request photographs or other information to help us assess the issue.

Refunds

Where a refund is approved, the refund method and processing time will depend on the original payment method and the circumstances of the return.

Return Costs

Where the return is due to an incorrect, defective, or damaged product supplied by TrustedBuilder Kenya, we will review the appropriate return arrangements.

Where a customer changes their mind or orders the wrong product, return or transportation costs may be the customer’s responsibility.

How to Request a Return or Exchange

Please contact TrustedBuilder with:

  • Your order number
  • Product name
  • Reason for the return or exchange
  • Photos of the product where applicable
  • Your preferred resolution

Our team will review the request and advise you on the next steps.

Do you need any help?

Contact Information
📞 +254 713 923 677
📧 sales@trustedbuilder.co.ke

Please contact us before sending any product back.

TrustedBuilder Kenya reserves the right to assess each return or exchange request based on the condition of the product and the circumstances of the order.