Refund and Returns Policy

At Supreme Pool Tables Kenya, customer satisfaction is our top priority. We are committed to ensuring that you are happy with your purchase. If for any reason you are not satisfied, we offer a straightforward refund and returns policy to assist you.

1. Returns

1.1 Eligibility for Returns

• Products must be returned within 7 days of delivery.
• The item must be in its original condition, unused, and in its original packaging, with all accessories and documentation included.
• Custom-made or personalized items are non-returnable unless they are defective or damaged upon delivery.

1.2 Return Process

• To initiate a return, contact us via WhatsApp or call +254 (0) 718 292 923 within 7 days of receiving your order.
• Provide your order number, details of the product you wish to return, and the reason for the return.
• We will guide you on how and where to send the returned item. Please note that return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrect product.

2. Refunds

2.1 Eligibility for Refunds

• Once we receive and inspect your returned item, we will notify you via phone or WhatsApp about the status of your refund.
• If approved, the refund will be processed, and a credit will be applied to your original payment method within 14 days.

2.2 Non-Refundable Items
The following items are not eligible for refunds:

• Custom or personalized products
• Products that have been used or damaged after delivery
• Shipping costs (unless the return is due to a defective or incorrect item)

2.3 Late or Missing Refunds
If you haven’t received your refund within the expected period:

• First, check with your bank or credit card company, as there may be processing delays.
• If you still haven’t received your refund, contact us via WhatsApp or call +254 (0) 718 292 923.

3. Exchanges

3.1 Defective or Damaged Products
If you receive a defective or damaged product, please notify us immediately via WhatsApp or call +254 (0) 718 292 923 within 7 days of delivery. We will arrange for an exchange or provide a replacement at no additional cost.

3.2 Exchanging Products

• Products can be exchanged for an item of the same value, provided they are in their original, unused condition.
• Custom orders are not eligible for exchange unless defective or damaged upon delivery.
• You will be responsible for any price difference if the exchanged item is of greater value.

4. Cancellation Policy

4.1 Order Cancellation

• Orders can be canceled within 24 hours of placement for a full refund. After this time, cancellations may not be accepted if the order has been processed or shipped.
• Custom orders cannot be canceled once production has begun.

5. Shipping for Returns/Exchanges

5.1 Return Shipping
Customers are responsible for return shipping costs unless the item is defective or incorrect.
We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

6. Contact Us

For any questions regarding our Refund and Returns Policy, please feel free to reach out to us:

• WhatsApp / Call: +254 (0) 718 292 923
• Location: Outering Road, Nairobi, Kenya