This policy explains how return requests are assessed and how BuyTrend handles incorrect, damaged or defective goods while preserving applicable customer rights.
Return window: eligible items may be returned within 7 days of delivery. Return shipping cost and refund method are confirmed with the customer before any return is collected.
Specific written quotation, invoice, warranty or order terms may apply to an individual transaction where lawful.
1. Making a return request
Return requests must be raised within 7 days of delivery. Contact BuyTrend promptly after identifying a concern and provide the order or invoice reference, product details, reason for the request, photographs or video where relevant, and information about installation or use.
Do not return equipment to a warehouse, showroom, carrier or technician without written return instructions or authorization.
2. How requests are assessed
BuyTrend reviews the confirmed order terms, product condition, timing, reason for return, installation status, hygiene considerations, manufacturer requirements and applicable legal rights. Approval is not automatic merely because an item is no longer required.
3. Incorrect, visibly damaged or incomplete delivery
If a delivered item is incorrect, visibly damaged or materially incomplete, record the issue on the delivery document where possible and notify BuyTrend promptly. Keep the packaging, accessories and labels until instructions are provided.
BuyTrend may inspect the item or request evidence before arranging collection, repair, replacement, missing components, price adjustment or another appropriate remedy.
4. Suspected defective equipment
Stop using equipment where continued operation may cause injury, further damage or loss. Follow the Warranty Policy and do not authorize third-party repair, disassembly or modification before BuyTrend or the relevant warranty provider has reviewed the claim.
5. Change-of-mind and compatibility requests
Change-of-mind returns, duplicate purchases, incorrect customer measurements or equipment that does not suit an unconfirmed site requirement may be accepted only where BuyTrend agrees in writing and the product is unused, complete, undamaged and suitable for resale.
Any collection, inspection, packaging, transport or restocking cost will be disclosed before an agreed return proceeds. BuyTrend will not impose an undisclosed charge after approval.
6. Items that may not be returnable
Subject to applicable law, returns may be restricted for custom-fabricated, special-order, imported-to-order, engraved, installed, commissioned, used, hygiene-sensitive, consumable, damaged-by-customer or incomplete items. Electrical or gas equipment that has been incorrectly connected or modified may require technical assessment.
This section does not remove remedies that apply to defective, misdescribed or incorrectly supplied goods.
7. Approved remedies
Depending on the issue and applicable rights, an approved remedy may include repair, replacement, supply of missing parts, price adjustment, store credit, cancellation or refund. The appropriate remedy depends on the product, fault, transaction terms and whether repair or replacement is reasonable.
8. Refund processing
Where a refund is approved, BuyTrend will confirm the amount, method and required documentation, and will process the refund within 5–7 business days of receiving and accepting the returned item. Refunds are normally made to the original verified payer or through another documented method agreed for security and accounting purposes.
Bank, mobile-money or card processing time beyond that point is controlled partly by the relevant financial service provider.
9. Applicable customer rights
Nothing in this policy is intended to exclude rights or remedies that cannot lawfully be excluded under applicable Kenyan consumer law. Customers may raise unresolved concerns through lawful consumer-protection channels after first giving BuyTrend a reasonable opportunity to review the matter.
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