Return, Exchange & Refund Policy

Business Name: Bansi Suppliers
Website: https://bansisuppliers.co.ke/
Effective Date: [2021]

At Bansi Suppliers, we aim to supply products that match our customers’ confirmed orders, specifications and purchasing requirements.

We support corporate procurement, PPE and safety equipment supply, office furniture, safe boxes, cleaning products and other workplace essentials across Kenya.

This policy explains how we handle returns, exchanges, refunds, damaged products, incorrect deliveries and warranty-related concerns.

It applies to purchases made through our website and other accepted ordering channels, subject to any separately agreed written contract and applicable Kenyan law.

Important: Nothing in this policy removes or limits customer rights or remedies that cannot lawfully be excluded.

1. When Can a Product Be Returned?

A product may qualify for a return, exchange or other appropriate remedy where:

The product supplied is different from the confirmed order.
An incorrect size, colour, model or specification was supplied.
The item arrives damaged or defective.
The quantity delivered differs from the confirmed order.
The product does not meet an expressly agreed specification.
A discretionary return is approved under the conditions explained in this policy.

The appropriate resolution depends on the reason for the return, the product’s condition, the agreed purchasing terms and applicable law.

For discretionary returns, products should generally be unused, complete and in their original condition, with packaging and accessories where applicable.

2. Reporting Incorrect, Damaged or Missing Products

Customers should inspect goods promptly upon delivery or collection.

If an item is visibly damaged, incorrect or missing, please contact our team as soon as possible.

We request that visible delivery discrepancies be reported within 24 hours of receipt wherever reasonably possible.

Prompt reporting helps us investigate delivery issues and arrange a suitable resolution.

However, the 24-hour reporting request is not an automatic deadline for rejecting valid claims concerning hidden defects, non-conforming goods or other rights protected by law.

Information Required

When reporting an issue, please provide:

Customer or company name
Order, quotation or invoice reference
Product name and quantity
Delivery or collection date
Description of the issue
Relevant photographs or videos, where available
Preferred contact details

Our team may request further information where necessary to verify the issue.

3. Incorrect Products Supplied

If Bansi Suppliers supplies an item that differs from the confirmed order, please notify us.

Examples include:

Wrong product or model
Incorrect colour or size
Incorrect agreed brand
Missing accessories or components
Incorrect quantities
Products that do not match an expressly agreed specification

After reviewing the issue, we will arrange an appropriate remedy in accordance with the order and applicable law.

This may involve supplying the correct item, completing missing quantities, replacing the product or providing another legally appropriate resolution.

Customers should not be charged additional return or redelivery costs arising solely from a confirmed supply error by Bansi Suppliers, where the law or applicable agreement requires us to bear those costs.

4. Damaged or Defective Products

If a product is damaged on arrival, defective or fails to meet applicable requirements, please contact us with the order details.

We may request photographs, inspection details or the return of the product where reasonably necessary.

The review will consider the product condition, nature of the issue, relevant specifications and available evidence.

Depending on the circumstances and applicable law, the resolution may include:

Replacement
Repair, where suitable
Exchange
Refund
Another agreed lawful remedy

A defect discovered after delivery may still be considered even if it was not visible during the initial inspection.

5. PPE and Safety Equipment Returns

PPE and safety equipment require careful handling because they are intended for workplace protection.

For hygiene, safety and product-integrity reasons, discretionary returns may be restricted for products that have been opened, worn, used, contaminated, washed or altered.

Examples include:

Dust masks and respirators
Disposable and reusable safety gloves
Earplugs and other hygiene-sensitive hearing protection
Protective clothing and coveralls
Safety helmets
Safety boots
Safety goggles and face protection

An opened or used product may be unsuitable for resale.

These restrictions apply to discretionary returns and do not automatically remove statutory rights relating to defective, incorrectly supplied or non-conforming goods.

Customers purchasing PPE in bulk should confirm sizes, performance ratings, required standards and intended applications before approving the order.

6. Office Furniture, Safe Boxes and Equipment

Office furniture, cabinets, desks, chairs, safes and related equipment may be considered for discretionary return where they remain unused, complete and in a suitable condition.

Change-of-mind returns may be restricted where products have been:

Assembled or installed
Customised or modified
Scratched or damaged after delivery
Used beyond what is reasonably necessary for inspection
Specially ordered to an approved specification

Customers should verify dimensions, access requirements, colours, finishes and installation arrangements before confirming orders.

Where furniture or equipment is defective, incorrectly supplied or does not meet agreed specifications, applicable contractual and legal remedies remain available.

7. Bulk, Corporate, Institutional and LPO Orders

Corporate orders may involve large quantities, several product categories, employee sizes, departmental allocations or multiple delivery locations.

For such transactions, the quotation, accepted LPO or separately agreed written supply contract may specify additional arrangements.

These may address:

Product specifications and approved samples
Quantities and size schedules
Delivery stages
Inspection procedures
Customisation requirements
Special sourcing and lead times
Agreed return or exchange arrangements

Correctly supplied goods ordered specifically for a customer may not qualify for discretionary returns.

However, defective or incorrectly supplied goods remain subject to the applicable agreement and Kenyan law.

Any agreed return conditions should be communicated before order confirmation.

8. Custom-Branded and Special-Order Products

Products manufactured, branded, embroidered, printed, configured or specially sourced for a customer may have limited change-of-mind return eligibility.

Examples include branded uniforms, embroidered workwear, specially configured furniture and products ordered to unique specifications.

Where special return restrictions apply, these should be disclosed before acceptance of the order.

Such restrictions do not automatically exclude remedies for manufacturing defects, supply errors or failure to meet expressly agreed specifications.

9. Change-of-Mind Returns

We may consider discretionary returns where a customer changes their mind after receiving a correctly supplied product.

For consideration, the product should generally be:

Unused and undamaged
Complete with applicable accessories
In its original condition
Accompanied by proof of purchase
Suitable for resale
Within any return period expressly agreed for the transaction

Change-of-mind returns are subject to prior approval and may not be available for certain hygiene-sensitive, customised, installed, special-order or bulk products.

Where applicable law gives a customer an additional return or cancellation right, that right takes precedence over these discretionary restrictions.

10. Exchanges and Replacements

Where an exchange is appropriate, Bansi Suppliers may arrange a replacement of the same product or an agreed alternative.

Availability and suitability will be confirmed before dispatch.

For voluntary exchanges to a more expensive product, the customer may be required to pay the agreed price difference.

For a voluntary exchange to a lower-priced product, any applicable price adjustment will be communicated.

These arrangements do not override legal remedies relating to incorrectly supplied or defective goods.

11. Refunds

A refund may be appropriate where required by law, agreed between the parties or approved under our discretionary return arrangements.

The amount and method of refund depend on the reason for the return and the applicable transaction.

Refunds may be made using the original payment method or another agreed and lawful method.

Processing time may depend on verification, the payment provider and banking arrangements.

We will communicate relevant refund arrangements once the claim has been reviewed.

Any deductions for delivery, handling, payment processing or restocking must be lawful, justified and consistent with the terms properly agreed for the transaction.

No automatic restocking or handling charge applies merely because a customer reports a valid defect or supply error.

12. Return Transport and Delivery Costs

Responsibility for return transport depends on the reason for the return and applicable legal or contractual obligations.

Incorrect or Defective Supply

Where a return results from a confirmed error by Bansi Suppliers or a defect for which we are responsible, we will address the necessary return arrangements in accordance with the applicable agreement and law.

Customer-Requested Exchange or Change of Mind

Where a discretionary return is approved for a correctly supplied product, the customer may be responsible for reasonable transport or redelivery charges if these were properly disclosed and agreed.

Customers should contact us before dispatching returned goods to confirm the appropriate arrangements.

13. Return Inspection

Returned products may be inspected to verify their identity, condition and the reported issue.

Inspection may consider:

Product model and specifications
Quantity and completeness
Signs of damage or alteration
Reported defects
Packaging and accessories, where relevant
Original purchasing documentation

For discretionary returns, we may decline goods that do not meet the agreed conditions.

For defective or non-conforming goods, the applicable legal rights and available evidence will guide the resolution.

14. Product Warranty Claims

Some products carry manufacturer or supplier warranties.

Warranty terms vary by product and may specify coverage periods, usage conditions and claim procedures.

Customers should retain invoices, delivery notes and relevant warranty documentation.

Warranty claims may require an inspection or supporting information.

Manufacturer warranties commonly distinguish genuine defects from damage caused by misuse, inappropriate installation, unauthorised repairs or use outside stated operating conditions.

However, manufacturer warranty restrictions do not automatically remove statutory rights against the seller where those rights apply.

15. How to Request a Return, Exchange or Refund

To submit a request, contact Bansi Suppliers directly.

Email: procurement@bansisuppliers.co.ke

Phone / WhatsApp: +254 722 353 974

Website: https://bansisuppliers.co.ke/

Please include your order reference, product information, reason for the request and supporting evidence where available.

Our team will review the information and advise on the next steps.

Please do not dispatch a discretionary return without first confirming the return arrangements. This does not prevent you from exercising applicable legal rights.

16. Relationship With Our Terms and Conditions

This Return Policy should be read alongside our Terms and Conditions.

For corporate and project orders, separately agreed written purchasing terms may apply.

Where there is a conflict between this policy and a customer’s rights under applicable Kenyan law, the law prevails.

17. Changes to This Policy

Bansi Suppliers may revise this policy to reflect operational changes, customer service improvements or legal requirements.

Updated versions will be published on our website with a revised effective date.

Changes will not automatically alter rights and obligations under previously accepted transactions unless lawfully agreed.

18. Contact Bansi Suppliers

For product returns, exchanges, refunds, warranty concerns or order enquiries, contact:

Bansi Suppliers