Return & Refund Policy
Last updated: April 7, 2026
1. Scope
This policy applies to all products, installation services, and maintenance services provided by InstaPilau for commercial kitchens.
2. Returns
- Products must be returned within 7 days of delivery if they are defective or damaged.
- All returned items must be in their original packaging, unused, and include all manuals and accessories.
- Custom-made or perishable items cannot be returned unless they are defective.
- Installation and service-related issues should be reported within 48 hours for resolution.
3. Refunds
- Approved returns will be refunded via the original payment method within 7–14 business days.
- Refund amounts may exclude delivery and service fees unless the return is due to our error.
- Refunds for canceled services (installations or maintenance) are subject to the advance payment terms outlined in our Payment Policy.
4. Damaged or Faulty Items
- Report damaged or faulty items immediately upon receipt.
- InstaPilau will arrange replacement or repair at no extra cost.
- Proof of damage (photos or videos) may be requested for verification.
5. Exceptions
- Items damaged due to misuse, improper handling, or unauthorized modifications are not eligible for return or refund.
- Special orders, bulk orders, or customized equipment may have specific return or cancellation terms communicated at the time of purchase.
6. Process
- Contact our support team via support@instapilau.com or call +254 111 229 420.
- Provide order details and reason for return or refund.
- Follow the instructions provided by our support team for item pickup, inspection, or service cancellation.
- Receive confirmation and refund (if applicable) within the specified timeframe.
7. Contact Us
- Email: support@instapilau.com
- Phone: +254 111 229 420 (Mon–Sun, 9 AM – 6 PM EAT)
- Address: Ring Rd Westlands Ln, Nairobi, Kenya