Refund and Returns Policy

Refund & Returns Policy

Last updated: December 15, 2025

At Cynop Engineering, we want you to be fully satisfied with your purchase. If you need to return or exchange an item, please review the policy below.

Quick Summary

• Country covered: Kenya

• Returns accepted: Yes (defective and non-defective)

• Exchanges accepted: Yes

• Condition eligible: New/unused only

• Return window: 10 days

• Return methods: In-store or at a designated drop-off location

• Restocking fee: No cost

• Refund processing time: Up to 10 days after approval

1) Return Window (10 Days)

You can request a return or exchange within 10 calendar days:

• Online orders: from the date you receive the item (delivery date)

• In-store purchases: from the date of purchase

After 10 days, we may be unable to accept a return or exchange unless required by applicable law.

2) Eligibility (New Items Only)

To qualify for a return or exchange, the item must be:

• New, unused, and uninstalled

• In original packaging, with any included accessories/manuals

• Accompanied by proof of purchase (receipt or order confirmation)

If the item is returned used, incomplete, or not in its original condition, we may decline the request or approve a partial refund where appropriate.

3) Items Not Eligible for Return/Exchange

The following are not eligible (unless the item arrived defective or incorrect):

• Items that have been used, installed, modified, or damaged due to misuse/incorrect handling

• Items with missing parts/accessories not due to our error

• Custom-made / made-to-order items (if applicable and clearly stated on the product page)

• Final sale / clearance items (if clearly marked as “Final Sale” on the product page)

4) How to Start a Return or Exchange

To request a return/exchange, contact us within the 10-day window:

Email: info@cynopengineering.com

Please include:

• Order number / receipt

• Product name

• Reason for return/exchange

• Photos (required if the item is defective/damaged or incorrect)

We’ll reply with instructions and confirm the drop-off/in-store return option.

5) Return Methods (In-Store / Drop-Off)

You may return items through either method below (after approval):

In-Store / Drop-Off Location:
Royal Palms Mall, Wing A, Shop AM35, Ronald Ngala Street, Kenya

(If your return needs special handling, we’ll guide you on the correct drop-off process.)

6) Exchanges

We accept exchanges within the same 10-day window, provided the item meets the new/unused condition requirements.

• If you’re exchanging due to a defect, damage, or incorrect item sent, we will assist you as quickly as possible after verification.

• Exchanges are subject to product availability.

7) Refunds

Once we receive and inspect the returned item (or verify the issue where applicable), we will notify you of approval or rejection.

If approved:

• Refunds are issued to the original payment method where possible.

• Refund processing takes up to 10 days after approval (bank/payment provider timelines may affect when funds reflect).

Restocking fee: We do not charge any restocking fee.

8) Return Costs

• For non-defective returns, the customer may be responsible for any transport/delivery costs involved in returning the item (if applicable).

• For defective, damaged-on-arrival, or incorrect items, we will guide you on the best resolution after verification.

9) Contact

If you have questions about this policy or your order:

Cynop Engineering
Email: info@cynopengineering.com
Website: https://shop.cynopengineering.com/