Refunds and Return Policy

At Graphic Machines Kenya, your satisfaction and trust are our priority. This Refund & Returns Policy explains how returns and refunds are handled to ensure fairness, transparency, and a smooth customer experience.

1. Return Period

Customers may initiate a return within 7 days from the date of purchase or delivery.

To qualify for a return, the item must:

• Be unused and in the same condition as received

• Be in the original packaging

• Include all accessories, manuals, cables, and documentation

• Be free from damage, alteration, or misuse

Returns requested after 7 days may not be accepted.

2. Non-Returnable Items

The following items are not eligible for return:

• Products that have been used, installed, or altered

• Machines damaged due to misuse or improper handling

• Items without original packaging

• Products with broken seals or missing components

• Consumables such as inks, films, powders, or accessories once opened

Due to the technical nature of branding and printing machines, all returns must meet strict inspection standards.

3. How to Initiate a Return

Before returning any product, you must contact our Customer Support team to obtain a Return Authorization Number (RAN).

Returns sent without an approved RAN may not be accepted.

Once approved:

• Clearly write the RAN number on the return package

• Ensure the product is securely packaged

Contact Information:

Phone: +254 748 989 207
Email: support@graphicmachines.co.ke

4. Return Shipping

• Customers are responsible for return shipping costs unless the return is due to a defective or incorrect product supplied by us.

• We recommend using a trackable shipping service.

Graphic Machines Kenya is not liable for packages lost, stolen or damaged during return transit.

5. Inspection & Approval

All returned items are inspected upon receipt to confirm eligibility.

After inspection:

• You will receive an email notification confirming approval or rejection of your return.

• If rejected, the item may be shipped back at your cost.

6. Refund Timeline

If approved:

• Refunds are processed within 7 business days after item verification.

• Refunds are issued to the original payment method used at the time of purchase.

Processing times may vary depending on your bank or payment provider.

7. Restocking Fee

A restocking fee may apply to certain returns, particularly:

• Opened but unused equipment

• Special order machines

If applicable, the restocking fee will be communicated during the Return Authorization process.

8. Damaged or Defective Products

If you receive a damaged or defective product:

1. Contact Customer Support immediately (within 24 hours of delivery).

2. Provide clear photos and order details.

3. Do not install or operate the machine before reporting the issue.

Upon verification, we will arrange:

• A replacement, or

• A repair, or

• A refund (where applicable)

9. Limitation

Graphic Machines Kenya www.graphicmachines.co.ke the right to deny returns that do not comply with this policy.

This policy works together with our Terms & Conditions and Shipping & Delivery Policy.

Contact Information

For questions or assistance regarding returns and refunds:

Graphic Machines Kenya – Customer Support
Phone: +254 748 989 207
Email: support@graphicmachines.co.ke
Savannah Business Park, Mombasa Road, Nairobi