Return & Refund Policy

Startcore Ventures Limited aims to supply genuine, quality products as ordered and described. This policy governs eligible returns, exchanges, replacements and refunds. It does not remove any mandatory consumer rights or remedies under Kenyan law.

1. 7-Day Return Window

Eligible return requests must be submitted within 7 calendar days of delivery or collection. A return may be considered where:

• the wrong product was supplied;
• the product arrived damaged;
• the product is unused and in original saleable condition; or
• another valid issue exists requiring a return under applicable law.

Products must generally be returned with original packaging, accessories, manuals and proof of purchase.

2. Defective Product: 14 Days

A product believed to be defective should be reported promptly. Defective products may qualify for replacement within 14 calendar days of delivery or collection, subject to inspection and confirmation that the defect is attributable to the product. Startcore may inspect, test or refer the product to the manufacturer or authorised service provider. Where replacement is unavailable or another remedy is required by law, the appropriate remedy will be provided.

3. Exchange or Store Credit

Where Startcore approves an eligible return, our preferred commercial remedy is:

1. Exchange for another suitable product; or
2. Startcore store credit for a future purchase.

This enables customers to select an alternative product better suited to their requirements. A cash refund is not Startcore’s standard remedy for an approved discretionary return and will only be provided where required by applicable law or expressly approved by Startcore.

4. Products Generally Not Eligible for Return

Returns may be declined where products have been:

• used or installed;
• altered, modified or repaired;
• improperly stored or transported after delivery;
• damaged through misuse or negligence;
• used contrary to manufacturer instructions;
• exposed to contamination;
• mixed or applied, where applicable; or
• damaged through normal wear and tear.

5. Chemical Products

Opened, mixed, applied, contaminated or partially used chemicals, adhesives, sealants, PU foams and similar products are generally not eligible for return unless the product is defective, incorrectly supplied or otherwise subject to a statutory remedy. Customers must follow the manufacturer’s storage, handling and application requirements.

6. Power Tools & Equipment

Power tools and equipment may be inspected or tested before a defect claim is approved. Damage caused by misuse, overloading, incorrect voltage, incompatible accessories, unauthorised repair, modification, accident or failure to follow manufacturer instructions is generally not treated as a product defect.

7. PPE & Safety Products

PPE and safety products must be unused, hygienic and in original saleable condition for an eligible return, subject to applicable law. Customers remain responsible for selecting PPE appropriate to the hazards and working conditions involved.

8. Special Orders

Special-order, customised, imported-on-demand or specifically procured products may be subject to separate return conditions communicated before confirmation of the order.

9. Return Procedure

Before returning any product, contact Startcore and provide:

• proof of purchase;
• product/order details;
• reason for the return;
• photographs or video where relevant; and
• any other information reasonably required for assessment.

Do not send products back without return instructions from Startcore.

10. Inspection

Startcore may inspect returned goods and, where appropriate, obtain an assessment from the manufacturer or authorised service provider. The assessment may determine whether the product is defective, incorrectly supplied, damaged, misused or otherwise eligible for a remedy.

11. Refunds

Approved refunds will normally be processed through the original payment method or another agreed method. Startcore does not provide cash refunds simply because a customer no longer wants a correctly supplied product. Where an eligible return is approved and a refund is not legally required, Startcore will offer an exchange or store credit. This does not restrict any refund or other remedy that is mandatory under Kenyan law.

12. Proof of Purchase

An invoice, receipt, order confirmation or other reasonable proof of purchase may be required.

13. Contact

Startcore Ltd
Bhavesh Centre, Mezzanine Floor, Ngara Road, Nairobi
Tel: +254 705 544 817
Email: info@startcore.co.ke

Standard eligible returns: 7 days. Defective-product replacement: 14 days. Nothing in this policy excludes any mandatory right or remedy available under Kenyan law.