Last Updated: 02 November 2025
This policy outlines the rights, obligations, and procedures for refunds, returns, repairs, and replacements for goods and services provided by Expertech Electrical Contractors Ltd.
This policy governs refunds, returns, repairs, and replacements of goods and services supplied by Expertech Electrical Contractors Ltd (“Expertech”, “we”, “us” or “the Company”) to our customers (“Customer”, “you”).
It applies to all sales, supply contracts, installations, maintenance, and consultancy services provided within Kenya, including physical goods supplied by the Company.
This policy does not limit statutory consumer rights under Kenyan law.
Physical products supplied by Expertech including solar panels, inverters, cables, and batteries.
Electrical installations, maintenance, testing, commissioning, consultancy and related works.
A material failure, damage, or product that does not meet the agreed specification or description.
Consumer remedies including repair, replacement, or refund under Kenyan law.
Customers retain statutory rights under Kenyan law including the right for goods to:
Where goods or services are defective or misrepresented, customers have the right to seek redress including repair, replacement, or refund.
All complaints and refund requests are handled fairly, promptly, and transparently.
The Company will not enforce contract terms that unfairly limit statutory consumer remedies.
Remedies will protect customers while preventing fraudulent or unreasonable claims.
All refund or return decisions are based on inspections, documentation, and the original agreement.
If a manufacturing defect or misrepresentation exists, statutory remedies may still apply.
Report within 7 days of delivery.
Report within 30 days unless longer manufacturer warranty applies.
Report unsatisfactory services within 3 days after completion.
Invoice, serial numbers, photographs, and relevant documentation.
Contact Expertech Customer Service:
A Return Authorization (RA) or service ticket will normally be issued within 5 business days. Goods should not be returned without authorization.
After inspection, Expertech will determine the appropriate remedy within 10 business days.
Some products carry manufacturer warranties in addition to this policy. Warranty details will be provided with the product and claims will follow manufacturer procedures where applicable.
If services are defective, Expertech will first offer to re-perform the service at no cost.
If re-performance does not resolve the issue, a pro-rata refund or alternative remedy may be provided.
Customers dissatisfied with a decision may escalate the matter internally to the Company’s complaints officer.
If unresolved, complaints may be filed with the Competition Authority of Kenya (CAK) or relevant sector regulators such as EPRA.
Nothing in this policy limits statutory consumer rights. Except where required by law, liability is limited to repair, replacement, or refund of goods or services supplied.
Expertech reserves the right to investigate suspected fraudulent refund claims and may refuse claims or report fraudulent activity to law enforcement.
All refund and return requests will be recorded for a minimum of three years. Personal data will be processed according to applicable data protection laws and the Company’s privacy policy.
This policy will be reviewed periodically to ensure compliance with Kenyan law and industry best practices.
Last Review Date: 02 November 2025