Thanks for shopping at Gypsum Ceiling Supplies (www.gypsumceilingkenya.co.ke)

If you are not entirely satisfied with your purchase, we’re here to help.

1. General Eligibility for Returns

• Returns are only accepted for goods that are defective, damaged during delivery by our trucks, or not as described at the time of purchase.
• Claims must be made immediately upon delivery/collection and within 3 days of purchase.
• Goods must be in their original condition, unused, and in original packaging.

2. Non-Returnable Items

To maintain safety and quality standards, the following items are strictly non-returnable once used or installed:

• Instant showers, water heaters, power tools, electronics, and boilers – for hygiene, safety, and warranty reasons, these products cannot be returned once connected to a water or power supply. Returns will only be accepted if the product is unused, in original sealed packaging, and reported defective within 3 days of purchase.
• Cut-to-size boards or customized products, such as EPS panels and Sandwich panels.
• Items damaged due to mishandling, improper storage, or poor installation.
• Goods sold on clearance, promotional offers, or marked as “non-returnable.”
• Installation and delivery fees – these are non-refundable.

3. Return Process

1. Contact our customer service team immediately via 0703200300 or info@gypsumceilingkenya.co.ke with proof of purchase.
2. Provide photos/videos showing the defect (where applicable).
3. Our technical/quality team will assess and approve or decline the request.
4. Approved returns must be delivered to the original branch of purchase at the customer’s cost unless otherwise agreed.

4. Refunds

• Approved refunds will be processed within 24 hours after inspection.
• Refunds are issued via the original mode of payment.
• Approved returns may attract a 20% handling and restocking fee.

5. Exchanges

Where possible, customers may opt to exchange the item instead of a refund, subject to stock availability and management approval.

6. Warranty Claims

• Electrical appliances (instant showers, water heaters, boilers, etc.) are covered by manufacturer warranty.
• The warranty applies to defects in materials or workmanship, but not to damage caused by improper installation, misuse, or lack of maintenance.
• Customers must present proof of purchase and warranty documents when claiming.

7. Disputes

All disputes regarding refunds and returns are subject to Kenyan law and the jurisdiction of Kenyan courts.

Note: By completing a purchase with Gypsum Ceiling Supplies Ltd, you agree to this Refunds & Returns Policy.