Return & Refund Policy

1. Overview

At Silver Commercial Kitchen, we strive to provide top-quality kitchen appliances that meet your needs. However, if you are not completely satisfied with your purchase, we offer a hassle-free return and refund process. This policy outlines the conditions and procedures for returns, refunds, and exchanges to ensure clarity and fairness for our customers.

2. Return Eligibility

To qualify for a return, the following conditions must be met:

✔ Return Window: Items must be returned within 15 days of delivery.
✔ Condition: The product must be unused, in its original packaging, and free from any damage or signs of wear.
✔ Complete Packaging: Returns must include all original accessories, manuals, and proof of purchase.
✔ Return Authorization: Customers must obtain a return authorization from our support team before sending back any product.

2.1 Items That Cannot Be Returned

🚫 Items that have been installed, used, or modified.
🚫 Products damaged due to mishandling or improper use.
🚫 Clearance or final-sale items.
🚫 Custom or made-to-order products.
🚫 Perishable or consumable components such as filters and batteries.

3. How to Initiate a Return

Step 1: Request a Return

  • Contact our support team at info@silvercommercialkitchen.com or call +254 715 090 126 to request a return authorization.
  • Provide your order details and the reason for the return.
  • If applicable, share images of the item to help us assess the request.

Step 2: Prepare the Return Package

  • Securely pack the product in its original packaging.
  • Remove any personal data (if applicable) before returning electronic items.
  • Label the package with the return authorization details.
  • Ship the item to our return center at:

📍 Silver Commercial Kitchen
Factory Street, Nairobi, Kenya

Step 3: Return Processing & Approval

  • Once we receive the returned item, our team will inspect it within 5–7 business days.
  • If approved, we will issue a refund, exchange, or store credit, depending on your preference.
  • If the item does not meet the return requirements, we will notify you with further options.

4. Refund Policy

If a refund is approved, it will be processed as follows:

💰 Refund Method: Refunds are issued to the original payment method.
⏳ Processing Time: It may take 7–10 business days for the refund to reflect in your account.
📩 Confirmation: You will receive an email once the refund has been successfully processed.

4.1 Partial Refunds

A partial refund may apply if:

  • The item is returned in a condition that differs from when it was received.
  • Accessories, manuals, or parts are missing.
  • The return is initiated after the 15-day return window but is still within an acceptable timeframe.

5. Exchanges & Replacements

If you received an item that is damaged, defective, or incorrect, we will replace it at no extra cost.

🔹 Timeframe: You must report the issue within 7 days of delivery.
🔹 Verification: Please provide images or videos showing the issue.
🔹 Availability: If a replacement is unavailable, we will offer an alternative or issue a refund.

6. Return Shipping Costs

📦 Defective or Incorrect Items: We cover the return shipping costs.
🚚 Customer-Initiated Returns: The customer is responsible for return shipping fees.
❌ Non-Refundable Fees: Original shipping costs are non-refundable unless there was an error on our part.

7. Order Cancellations & Changes

  • Cancellations: Orders can be canceled within 12 hours of purchase for a full refund.
  • Modifications: Once an order has been processed, changes may not be possible. Contact our support team as soon as possible for assistance.

8. Contact Us

For any return or refund inquiries, reach out to us via:

📍 Business Location: Factory Street, Nairobi, Kenya
📞 Phone: +254 715 090 126
📧 Email: info@silvercommercialkitchen.com
🌐 Website: www.silvercommercialkitchen.com

We appreciate your business and are committed to ensuring your satisfaction. Thank you for choosing Silver Commercial Kitchen!