At NES Africa, customer satisfaction is our top priority. We understand that there may be occasions when you need to return a product or request a refund. This policy outlines the conditions under which returns and refunds will be accepted and processed.

1. Returns

1.1 Eligibility for Returns

• Products must be returned within 30 days from the date of purchase.
• Products must be unused, in their original packaging, and in the same condition as received.
• A valid proof of purchase must be provided (e.g., receipt, invoice).

1.2 Non-Returnable Items

• Custom-made or personalized products.
• Products that have been used, altered, or damaged by the customer.
• Clearance or sale items.

1.3 Return Process

• Contact our customer service team at info@nowengineering.co.ke or +254796806767 to initiate a return.
• Provide your order number, the reason for the return, and any supporting documents.
• Once your return request is approved, we will provide you with instructions on how to return the product.

1.4 Return Shipping

• Customers are responsible for the cost of return shipping.
• We recommend using a trackable shipping service or purchasing shipping insurance for items valued over KES 5,000. We cannot guarantee that we will receive your returned item.

2. Refunds

2.1 Refund Eligibility

• Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 business days.

2.2 Partial Refunds

• Partial refunds may be granted for products that are not in their original condition, damaged, or missing parts for reasons not due to our error.

2.3 Late or Missing Refunds

• If you haven’t received a refund yet, first check your bank account or contact your credit card company; it may take some time before your refund is officially posted.
• If you’ve done all of this and still have not received your refund, please contact us at info@nowengineering.co.ke or +254796806767.

3. Exchanges

3.1 Defective or Damaged Items

• We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at info@nowengineering.co.ke or +254796806767.

3.2 Exchange Process

• To initiate an exchange, follow the same steps as the return process. Ensure you specify that you wish to exchange the item.

4. Contact Information

For any questions related to returns, refunds, or exchanges, please contact us:

• Email: info@nowengineering.co.ke
• Phone: +254796806767

Our customer service team is available to assist you Monday to Friday, 9:00 AM to 5:00 PM (EAT).

5. Policy Changes

NES Africa reserves the right to amend this Return and Refund Policy at any time. Any changes will be posted on our website and will become effective immediately upon posting.