Effective Date: 6th September 2025
1. Scope
This policy applies to products purchased from Critical Cooling Systems Ltd through our website or directly from our Nairobi branches. It covers returns, refunds, and warranty claims for defective, damaged, or incorrectly supplied items.
Note: Service-related work (installation, repair, or maintenance) is not covered under this return policy.
2. Return Eligibility & Timeline
- Customers must initiate a return within 7 days of delivery or pickup.
- Eligible products must:
- Be defective, damaged, or not as described.
- Be unused, in original packaging, and with all accessories.
- Be accompanied by proof of purchase (receipt or invoice).
3. How to Report a Return
To initiate a return:
- Contact us via info@criticalcoolingsystems.co.ke or sales@criticalcoolingsystems.co.ke, or WhatsApp at 0721 743 670 / 0725 125 340.
- Provide your order number, a brief description of the issue, and supporting photos (if possible).
- Our customer support team will respond within 1 business day with next steps.
4. Inspection & Approval
- Returned items are inspected upon receipt.
- Customers will be notified of approval or rejection within 2 business days after inspection.
5. Resolution Options
If your return is approved, you may choose:
- Replacement of the product at no extra cost.
- Refund of the product price to your original payment method (processed within 7 business days).
- For service-related issues, we may provide a follow-up service visit instead of a return.
6. Shipping Responsibility
- If the issue is due to a defect, damage, or our error, Critical Cooling Systems Ltd will cover the return shipping costs.
- For all other returns, the customer will bear the return shipping costs and must use a traceable courier service.
7. Warranty Coverage
- Standard warranty: 12 months from delivery or installation (whichever comes first).
- Warranty covers manufacturing defects only.
- Warranty becomes void if:
- Repairs are carried out by unauthorized personnel.
- Damage occurs due to misuse, poor maintenance, or external causes (e.g., power surges, floods).
- Consumables such as filters or refrigerant are replaced with unapproved parts.
8. Non-Returnable Items
- Installed consumables or parts (unless defective).
- Custom-ordered or specially manufactured equipment.
- Products already used or installed (unless defective at installation).
9. Contact Information
For returns, refunds, or warranty claims, please reach us at:
- Email: info@criticalcoolingsystems.co.ke | sales@criticalcoolingsystems.co.ke
- Phone/WhatsApp: 0721 743 670 / 0725 125 340
- Business Hours: Monday – Friday, 8:00 AM – 5:00 PM (EAT)
Critical Cooling Systems Ltd is committed to providing high-quality products and excellent after-sales support. This return and warranty policy ensures transparency and fairness for our valued customers.