Refund & Returns Policy | ROLIM Group Kenya – Your Satisfaction, Guaranteed

At ROLIM Group, we strive to deliver high-quality products that meet your expectations. However, if you’re unsatisfied with your purchase, our straightforward refund and returns process ensures a smooth resolution.

Our Returns Policy

Eligibility:

  • You may return products within 14 days of delivery, provided they are:
  • Unused, undamaged, and in their original packaging.
  • Accompanied by a valid proof of purchase (invoice/receipt).
  • Non-returnable items:
  • Customized products (e.g., Honors Boards with engraved text).
  • Products damaged due to misuse or improper installation.
  • Glass Boards or Free-Standing Glass Notice Boards with cracks/chips not caused by transit.

Damaged or Defective Items:
Report issues within 48 hours of delivery for free replacements. Provide photos and order details.

How to Initiate a Return

  1. Contact Us: Email returns@rolimgroup.co.ke or call +254 721 414 471 with your order number and reason for return.
  2. Approval: We’ll review your request and issue a Return Authorization Number (RAN) if eligible.
  3. Ship or Drop Off:
  • Nairobi: Return items to our workshop.
  • Upcountry: Ship via a courier approved by ROLIM Group (costs covered by customer unless defective).
  1. Refund/Replacement: Processed within 5–7 business days after inspection.

Refund Methods

  • Refunds are issued via the original payment method:
  • M-Pesa: For mobile payments.
  • Bank Transfer: For corporate/account payments.
  • Exchanges: Request a replacement for a different size/model (subject to availability).

Product-Specific Return Guidelines

  • Whiteboards & Notice Boards: Ensure no scratches, dents, or markings.
  • Glass Boards: Must be returned in protective packaging to avoid transit damage.
  • Stands & Flip Charts: Tripod legs, wheels, or hinges must be intact and unassembled.
  • Heavy Duty/Outdoor Items: Inspect thoroughly before installation.

Exceptions & Notes

  • Shipping Costs: Non-refundable unless the return is due to our error.
  • Custom Orders: Honors Boards or personalized items cannot be returned unless defective.
  • Warranty Claims: Covered separately under our Repair Services Policy.

FAQs

Q: Can I return a product after 14 days?
A: No, but contact us for repair options under warranty.

Q: What if I received the wrong item?
A: We’ll cover return shipping and expedite the correct product.

Q: How long do refunds take?
A: 5–7 business days post-inspection.

ROLIM Group reserves the right to reject returns that do not meet policy criteria. Terms subject to change.

Your trust drives our excellence. Thank you for choosing ROLIM Group!