Refund and Returns Policy

At Vanjan Company Limited, customer satisfaction is our priority. This refund policy outlines the conditions under which refunds may be issued, the process for requesting a refund, and the timeline for disbursements.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

  • Customer Inconveniences: If an error or issue caused by Vanjan Company Limited significantly impacts the customer’s order or delivery experience.
  • Order Cancellations: When a customer cancels an order before the goods have been dispatched or processed.
  • Non-Delivery of Goods: If Vanjan Company Limited is unable to deliver the roofing sheets due to factors within the company’s control.

2. Refund Timeline

  • Approved refunds will be processed and issued within 90 days from the date of approval.
  • The refund amount will be transferred to the customer’s designated account or issued via the original payment method.

3. Non-Refundable Cases

Refunds will not be issued under the following conditions:

  • Goods have already been delivered in good condition and inspected by the customer.
  • Damage or issues arising from improper handling, storage, or installation by the customer.
  • Customer dissatisfaction due to aesthetic preferences or changes of mind.
  • Delays caused by customer-side factors such as incorrect information, unavailable receiving parties, or inaccessible delivery locations.
  • Partial payments made by the customer.
  • Adjustments or changes to the original order particulars.
  • If an official receipt has been issued, 16% of the order amount is held for taxes.

4. Process for Requesting a Refund

To initiate a refund request, customers must:

  1. Submit a formal request in writing to info@vanjanmabati.co.ke or call 020-8000969, including the following details:
    1. Full Name
    1. Contact Information
    1. Invoice Number
    1. Reason for the refund request (include supporting documentation or photos, if applicable).
  2. Allow 7 business days for the company to review the request and respond with a decision.
  3. If the refund is approved, Vanjan Company Limited will communicate the next steps, including the expected refund timeline.

5. Partial Refunds

In cases where partial delivery or partial use of services/products has occurred, the refund amount will be adjusted to reflect the value of the goods or services already provided.