Returns & Refunds Policy

Cynop Engineering Solutions Limited Website: shop.cynopengineering.com Email: info@cynopengineering.com Phone: +254 729 030 947 | +254 795 424 045

Effective Date: 25 April 2026 Last Updated: 25 April 2026

1. Our Commitment

At Cynop Engineering Solutions Limited ("Cynop", "we", "us", or "our"), we stand behind the quality of every product we sell and every service we provide. If something is not right with your purchase, we are here to make it right — fairly, transparently, and in accordance with the Consumer Protection Act, 2012 (Kenya).

This Returns & Refunds Policy outlines your rights and our procedures when it comes to returning products, requesting exchanges, or obtaining refunds.

2. General Return Eligibility

To be eligible for a return, the following conditions must be met:

• The return request is initiated within the applicable return window (see Section 3).

• The product is in its original, unused condition — uninstalled, unworn, or unmodified.

• The product is returned in its original packaging, including all accessories, manuals, warranty cards, and any bundled items.

• Proof of purchase is provided — this may be your order confirmation email, receipt, or invoice from Cynop.

• The product has not been damaged due to misuse, negligence, unauthorised modification, or physical damage caused after delivery.

3. Return Windows by Product Category

Different product categories carry different return windows, given their nature and intended use:

Note: The return window begins from the date of delivery, as confirmed by the courier or delivery record.

4. Non-Returnable Items

The following items are not eligible for return or refund, except in the case of a confirmed manufacturing defect:

• Ceramic coatings, liquid glass coatings, or any car care consumable that has been opened or partially used.

• Products that have been installed, assembled, or commissioned (unless the defect existed prior to or during installation).

• Products that have been physically damaged, modified, or repaired by a third party after delivery.

• Custom-fabricated or bespoke items made to your specifications (e.g., custom powder-coated or CNC-machined parts).

• Products purchased during clearance sales or marked "final sale" at the time of purchase.

• Digital downloads or software licences (where applicable).

• Products with missing serial numbers, IMEI numbers, or tampered security seals.

If you are unsure whether your product qualifies for a return, contact us before initiating a request.

5. Defective or Damaged Products

5.1 Delivered Damaged

If your order arrives visibly damaged in transit, you must:

1. Refuse delivery or document the damage clearly (photos and/or video) at the point of receipt.

2. Notify us within 48 hours of delivery at info@cynopengineering.com or call +254 729 030 947.

3. Retain all packaging materials, as these may be required for courier claims.

We will arrange for a replacement, repair, or refund at no additional cost to you.

5.2 Manufacturing Defects

If a product develops a fault due to a manufacturing defect within the warranty period, you are entitled to:

• Repair of the defective product (at our or the manufacturer's service centre), or

• Replacement with the same or equivalent product, or

• Refund, if repair or replacement is not feasible within a reasonable time.

To raise a defect claim, contact us with:

• Your order number and proof of purchase.

• A clear description of the defect.

• Photographs or a short video demonstrating the fault.

We will assess the claim and respond within 3 business days.

5.3 Warranty Periods

Warranty coverage varies by product and brand. Where a manufacturer's warranty applies, it takes precedence for warranty-related claims. Our general workmanship warranty for installation services is stated in your service agreement at the time of engagement.

Warranty periods are indicative. Please refer to the product documentation included with your purchase for specific warranty terms from the relevant brand (e.g., Tuya, Benetech, JinBang, Mrfix, TYSH, Veteran).

6. Wrong Item Received

If you receive an item that is different from what you ordered, notify us within 48 hours of delivery. We will:

• Arrange collection of the incorrect item at no cost to you.

• Dispatch the correct item within 3–5 business days of confirming the error, subject to stock availability.

• Issue a full refund if the correct item is unavailable.

7. How to Initiate a Return

Follow these steps to request a return:

Step 1 — Contact Us Email us at info@cynopengineering.com or call +254 729 030 947 with the subject line: "Return Request – [Your Order Number]". Include:

• Your full name and order number

• The product(s) you wish to return

• The reason for the return (e.g., defective, wrong item, change of mind)

• Supporting photos or video where applicable

Step 2 — Await Authorisation Our team will review your request and respond within 2–3 business days. If your return is approved, you will receive a Return Merchandise Authorisation (RMA) reference number. Do not send back any items without an RMA number, as unauthorised returns may not be processed.

Step 3 — Package and Return the Item Securely package the product in its original packaging. Clearly mark your RMA number on the outside of the package. Drop off or arrange courier delivery to the address provided in your RMA confirmation.

Return Shipping Costs:

• Returns due to our error (wrong item, damaged in transit, manufacturing defect): Cynop covers all return shipping costs.

• Returns due to change of mind or buyer error: The customer is responsible for return shipping costs.

Step 4 — Inspection and Resolution Once we receive the returned item, we will inspect it within 3–5 business days and notify you of the outcome. If approved, your refund, repair, or replacement will be processed promptly.

8. Refunds

8.1 Refund Methods

Refunds are issued via the same payment method used for the original purchase:

8.2 Partial Refunds

A partial refund may be issued where:

• Only part of an order is returned.

• A product is returned in a condition that has diminished its resale value (e.g., missing accessories or damaged original packaging), at our discretion.

8.3 Non-Refundable Amounts

The following are generally non-refundable:

• Delivery/shipping fees paid on the original order (unless the return is due to our error).

• Installation labour fees, once the service has been rendered.

8.4 Refund Delays

If you have not received your refund within the stated timeframe, please:

1. Check your M-Pesa messages, bank account, or card statement.

2. Contact your bank or card issuer — processing times vary by institution.

3. If the issue persists, email us at info@cynopengineering.com with your RMA reference.

9. Exchanges

If you would like to exchange a product for a different size, variant, or model:

• The product must meet the general return eligibility conditions in Section 2.

• Contact us within the applicable return window (Section 3) to confirm availability of the desired replacement.

• If the replacement item is of a higher value, you will be invoiced for the difference. If it is of a lower value, the difference will be refunded.

• Exchange requests are treated as a return and a new order and follow the same process as Section 7.

10. After-Sales Support & Spare Parts

For products that develop issues outside the return window but within the warranty period, we provide:

• Warranty repair services through our technician network across Kenya.

• Spare parts sourced from authorized channels for supported brands.

• Technical troubleshooting by our trained support team via phone or email.

Contact our after-sales support team: 📧 info@cynopengineering.com 📞 +254 729 030 947 | +254 795 424 045

11. Consumer Rights Under Kenyan Law

Nothing in this Returns & Refunds Policy limits or excludes your statutory rights as a consumer under the Consumer Protection Act, 2012 (Kenya). Your legal rights are always protected, including your right to:

• Receive goods that are of satisfactory quality, fit for purpose, and as described.

• A remedy (repair, replacement, or refund) where goods do not conform to the contract.

• Protection against unfair commercial practices.

12. Changes to This Policy

We reserve the right to update this Returns & Refunds Policy at any time. Changes will be published on this page with a revised "Last Updated" date. We encourage you to review this policy before making a purchase.

13. Contact Us

For all returns, refund queries, or after-sales support, please reach out to us:

Cynop Engineering Solutions Limited 📧 Email: info@cynopengineering.com 📞 Phone: +254 729 030 947 | +254 795 424 045 🌐 Website: shop.cynopengineering.com 📋 FAQ: shop.cynopengineering.com/shop/faq