Return & Refund Policy

1. Return Policy

Our commercial kitchen equipment return policy varies by product category:

• Small Appliances & Accessories:

  Returns accepted within 7 days of delivery if unused and in original packaging. Damaged or defective items may be returned immediately for a replacement or refund.

• Large Equipment & Fabricated Units:

  Returns must be initiated within 24 hours of delivery. Items must be in original condition with all packaging intact. Returns accepted only for incorrect items, damaged goods, or items not matching the order description. Used or customer-damaged items are ineligible for return.

• Custom-Made Installations:

  Returns for custom stainless-steel or mild-steel fabrications are not accepted once production begins unless items are damaged or incorrect upon delivery.

2. Refund Policy

• Small Appliances & Accessories:

  Refunds issued for incorrect, defective, or missing items upon verification. No refunds for customer misuse or post-delivery damages.

• Large Equipment & Fabricated Units:

  Refunds issued only for verified defective or incorrect items. Claims require photographic evidence submitted within 24 hours. No refunds for used or modified equipment.

• Custom Installations:

  Refunds apply only if the order cannot be fulfilled or items are verified as defective or incorrect. Other refunds handled on a case-by-case basis.

3. Refund Processing Time

• Mobile Money/Card Payments: 7–14 business days
• Bank Transfers: 7–14 business days

Processing times begin once your return is approved and may vary by financial institution.

4. Non-Refundable Items

• Used or customer-damaged appliances
• Custom-made stainless-steel or mild-steel fabrications
• Delivery, installation, and processing fees
• Gift cards or promotional items

5. How to Request a Refund

To initiate a refund, contact our support team with the following details:

• Order number
• Reason for return or refund
• Photographic evidence (if applicable)
• Preferred contact method

6. Contact Us

• Email: info@cookpoint.co.ke
• Phone: +254 720 134 610
• Address: Along Ladhies Rd, Nairobi (00100, GPO Nairobi), Kenya