Effective Date: 24th March, 2025
Arkicladding Natural Stones values customer satisfaction and strives to provide high-quality natural stone products. This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting a refund, and other important terms related to our refund procedures. By purchasing from our eCommerce website, customers agree to the terms outlined herein.
Refunds will only be considered if the product delivered does not match the description provided on our website, is defective, damaged, or incorrect due to an error on our part. Customers must provide sufficient evidence to support their refund claims, including photographs of the received item.
Certain items are non-refundable, including custom-cut stones, specially sourced materials, and clearance sale items. Customers must verify product specifications before placing an order.
Customers must request a refund within 7 days of receiving their order. Requests submitted after this period may not be considered unless there are exceptional circumstances.
To be eligible for a refund, the product must be in its original condition, unused, and returned with all accompanying accessories, packaging, and documentation.
Contact our support team at info@arkicladding.co.ke or call +254 727 637 518 with a detailed explanation and supporting evidence.
All returned products will undergo inspection before processing the refund.
Approved refunds will be processed within 14 business days.
Refunds will be issued through the original payment method used at the time of purchase.
Financial institutions may have their own processing times, which may cause delays.
Only partial refunds may be granted if part of the order is defective.
Refund requests may be denied if the product does not meet the eligibility criteria.
Customers are responsible for return shipping costs unless the return is due to our error.
Customers may opt for an exchange instead of a refund.
Refunds for card payments may take up to 21 business days.
M-Pesa refunds will typically be processed within 7 business days.
Refunds for bulk purchases will be assessed on a case-by-case basis.
Customers must notify us within 24 hours of receipt with clear photographic evidence.
Customers must contact our support team for resolution before requesting a refund.
Failed payments will be reversed within 5-7 business days.