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Return & Exchange Policy

Effective Date: January 1st, 2025
At Techwin Limited, we are committed to delivering durable, high-quality equipment and reliable after-sales support. Our return policy is designed to ensure customer satisfaction while maintaining transparency and fairness.

1. Eligibility for Returns
We accept returns under the following conditions:
•    The item must be returned within the warranty period from the date of delivery or installation.
•    The return is due to a manufacturer’s defect or performance fault, verified after inspection by our engineers.
•    The item must be in its original condition, not tampered with, altered, or damaged due to misuse.
•    A valid proof of purchase (invoice or receipt) must be provided.

2. Return for Repair (Serviceable Equipment)
•    Techwin accepts returns of equipment for diagnostic assessment and repair.
•    The customer must notify our service team before returning the item.
•    Equipment returned for repair will be evaluated, & if the issue falls under warranty, repairs will be carried out at no cost.
•    If the item is out of warranty, repair costs will be communicated prior to servicing.
•    Repairs may take 5–14 working days, depending on the complexity of the issue and availability of parts.

3. Return for Exchange (Manufacturer Defect Only)
•    Items with manufacturer defects may be eligible for exchange upon confirmation by Techwin’s technical team.
•    Once the item is inspected and confirmed defective under warranty, a replacement unit or part will be provided at no additional cost.
•    If the product or component is unavailable, Techwin may offer a similar product of equal value.

4. Non-Returnable Items
The following items are not eligible for return or exchange:
•    Equipment that has been misused, mishandled, or damaged after delivery
•    Items with expired warranties
•    Custom-fabricated products (unless there is a verifiable manufacturing defect to which repairs shall be done)
•    Items installed or serviced by third parties without Techwin's authorization
•    Consumables, electrical components, and accessories unless supplied with a defective main unit.

5. Return Process
To initiate a return:
i.    Contact Customer Service: Notify Techwin Limited immediately by phone or email upon identifying an issue.
•    Phone: +254 743 793 878 / +254 715 208 282
•    Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

ii.    Provide Information: Be ready to provide:
•    Your full name and contact details.
•    Your order number, invoice number, and date of purchase/installation.
•    A detailed description of the issue or defect.
•    Supporting evidence, such as clear photos or videos of the defect or damage.

iii.    Initial Assessment & Instructions: Our customer service team will conduct an initial assessment and provide you with further instructions, including requesting you to bring the item to our workshop, or assessed on-site.

iv.    After inspection, we will provide a written report and applicable action (repair, exchange, or advise on alternative options as per the product warranty document).

6. Refund Policy
Techwin Limited does not offer cash refunds.
Where applicable, compensation may be provided through:
•    Product exchange
•    Replacement of defective parts
•    Repair of the item

7. Shipping & Return Costs
Customers are responsible for transporting items to and from Techwin unless covered under a service contract or installation warranty.
For large equipment installed on-site, Techwin may dispatch a technician for on-site inspection and repair (travel charges may apply if out of warranty).

8. Warranty Coverage
All Techwin-manufactured equipment comes with a standard warranty (typically 6–12 months) unless stated otherwise. Warranty covers:
•    Manufacturer defects in material or workmanship
•    Faults arising under normal usage and maintenance conditions
Warranty does not cover:
•    Physical damage
•    Wear-and-tear of parts
•    Damage due to improper installation, power surges, or third-party repairs

9. Need Help?
For return inquiries, repairs, or warranty support:
Call/WhatsApp: 0743 793 878
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Workshop Location: Nairobi, Kenya
Website: www.techwin.co.ke

Note: For detailed warranty coverage, always refer to your product warranty document.