Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused, undamaged, and in the same condition that you received it. It must also be in the original factory packaging.

Several types of goods are exempt from being returned. Custom-cut roofing sheets, chain links, barbed wire, and custom-fabricated perimeter security materials cannot be returned or exchanged unless there is a verified factory defect or fulfillment error on our part. We also do not accept products that have been custom-ordered or improperly installed.

Additional non-returnable items:

  • Gift cards
  • Custom-cut wire rolls and mabati sheets
  • Special-order perimeter security accessories

To complete your return, we require a receipt or official proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Any standard item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any standard item that is returned more than 14 days after delivery.

Refunds

Once your return is received and inspected at our Embakasi facility, we will send you an email or contact you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied via M-Pesa, bank transfer, or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account or M-Pesa statements again.

Then contact your credit card company or financial institution, as it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@durafence.co.ke.

Sale items

Only regular priced items may be refunded. Sale or clearance items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged upon arrival, or if there was a fulfillment error on our part. If you need to exchange a standard item, send us an email at sales@durafence.co.ke and send your item to: Embakasi Village Road, Next to Coca-Cola, Nairobi, Kenya.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail or drop off your product to: Embakasi Village Road, Next to Coca-Cola, Nairobi, Kenya.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live in Kenya, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at sales@durafence.co.ke or call 0713 147 147 for questions related to refunds and returns.