Return & Refunds Policy | The Whiteboard Shop Kenya – Your Satisfaction, Guaranteed

At The Whiteboard Shop, we are committed to providing high-quality office and stationery products that excel in performance and durability. We stand behind the products we sell. However, if you are not entirely satisfied with your purchase, we’re here to help with a straightforward and fair returns and refunds process.

Our Return Policy in a Nutshell

  • Return Window: You have 14 days from the date of delivery to initiate a return for most items.

  • Condition: Items must be unused, in original condition, and in their original packaging.

  • Proof of Purchase: A valid receipt or order number is required.

  • Non-Returnable Items: Customized products and items damaged due to misuse are final sale.

  • Damaged/Defective Items: Report any issues within 48 hours of delivery for a free replacement.

1. Eligibility for Returns & Refunds

You are eligible to return a product for a refund or exchange if:

  • It has been within 14 calendar days since you received the item.

  • The product is unused, unassembled, undamaged, and in its original saleable condition with all tags and packaging intact.

  • You can provide the original order number, invoice, or receipt.

What Cannot Be Returned?

The following items are final sale and not eligible for return unless they arrive defective or damaged:

  • Customized or Personalized Products: This includes Honors Boards with engraved text, custom-cut materials, or any product modified to your specifications.

  • Opened Software or Consumables: This includes photocopy papers, marker pens, highlighter sets with opened packaging, etc.

  • Products Damaged After Delivery: Items damaged due to customer misuse, improper installation, or accidental damage.

  • Clearance or Sale Items: Any items marked as final sale.

2. Damaged or Defective Items

Your satisfaction is our priority. If you receive a damaged, defective, or incorrect item:

  1. Contact Us Immediately: Please email us at returns@rolimgroup.co.ke or call +254 721 414 471 /+254722616824 within 48 hours of delivery.

  2. Provide Evidence: Send us clear photos or a short video showing the damage, defect, or the wrong item received, along with your order number.

  3. Resolution: We will arrange a free pickup and replacement (or refund) at no extra cost to you.

3. How to Initiate a Return

Follow these simple steps to return a product:

  1. Contact Our Team: Reach out to us via email at returns@rolimgroup.co.ke or phone +254 721 414 471 / +254722616824. Provide your order number and the reason for the return.

  2. Get Approval: Our team will review your request and, if eligible, issue you a Return Authorization Number (RAN). Please do not ship any item back without this RAN.

  3. Return the Item:

    • Nairobi Customers: You can drop off the approved return at our designated workshop address, which we will provide.

    • Upcountry Customers: We will guide you to ship the item via an approved courier service. The customer is responsible for the return shipping costs, unless the return is due to our error (e.g., wrong or defective item).

  4. Inspection & Processing: Once we receive and inspect the returned item, we will process your refund or replacement within 5–7 business days.

4. Refunds & Exchanges

Refunds

  • Once your return is approved, a refund will be processed to your original method of payment.

  • M-Pesa Payments: Refunds will be issued to the M-Pesa number used for payment.

  • Bank Transfers/Card Payments: Refunds will be credited back to the originating bank account.

  • Please allow 5-7 business days for the refund to reflect in your account after processing.

  • Please note that the original cost of shipping is non-refundable.

Exchanges

  • If you need a different size, color, or model, you can request an exchange subject to product availability.

  • The process for initiating an exchange is the same as for a return. Any price difference will be reconciled.

5. Product-Specific Return Guidelines

Due to the nature of our products, please pay special attention to the following:

  • Whiteboards, Glass Boards & Notice Boards: Must be free of any scratches, dents, permanent markings, or adhesive residues. Glass boards must be returned in their original protective packaging to prevent transit damage. Boards with cracks or chips not caused by transit are not eligible for return.

  • Stands & Furniture (Flip Chart Stands, Wheeled Stands, Office Chairs & Tables): Must be unassembled and all components (tripod legs, wheels, hinges) must be intact and returned.

  • Electronic Items (Projectors, Printers, UPS): Must be returned with all original accessories, manuals, and cables. They are subject to additional inspection and potential testing to confirm the fault.

  • Heavy-Duty & Outdoor Items: We strongly recommend a thorough inspection before installation, as these cannot be returned once installed.

6. Frequently Asked Questions (FAQs)

Q: Can I return a product after the 14-day return window?
A: Returns are accepted within 14 days of delivery. After this period, returns cannot be accepted for change-of-mind purchases, but you may contact us for repair options if the item is under warranty.

Q: What if I received the wrong item?
A: We apologize for the error! Contact us within 48 hours, and we will cover all costs associated with the return and expedite the correct product to you.

Q: How long does a refund take?
A: After we receive and inspect your return, it takes 5-7 business days to process the refund. The time it appears in your account will then depend on your bank or mobile money provider.

Q: Do you offer a warranty on products?
A: Yes, many of our products come with a separate manufacturer’s warranty. Please refer to the product documentation or contact us for specific warranty claims, which are handled under our Repair Services Policy.

Contact Us

For any questions about our Returns & Refunds Policy, please contact us:

The Whiteboard Shop reserves the right to reject returns that do not meet the conditions outlined in this policy. This policy is subject to change without prior notice.

Thank you for trusting The Whiteboard Shop. Your satisfaction is our guarantee!